CONFIGURATION DOCUMENTATION

SAP Implementation

Configuration Document

Customer Service
VERSION 1.0

DOCUMENT CONTROL SHEET

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GENERAL INFORMATION

Project name Document name Document location

ACE SAP Implementation CS Configuration Document Server
Document_Ace_V1.0

DOCUMENT INFORMATION

Version Filename Date Author Reviewed Changes from

by previous version
V1.0 CS Configuration 18.06.2007 Sivakumar Rakesh G
Document_Ace_V1.0 Ganesan Kulkarni

REFERENCE DOCUMENTS

Document Version Reference

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TABLE OF CONTENTS

1. Master Data in Plant Maintenance and Customer Service..............................5

1.1 Warranties......................................................................................................5
1.1.1 Define Warranty Types.....................................................................................5
1.1.2 Define Number Ranges for Warranty Types.....................................................5
1.1.3 Define Warranty Counters................................................................................7
1.2 Partners.......................................................................................................... 7
1.2.1 Define Partner Determination Procedure and Partner Function.......................7
1.2.2 Copy Partner Functions to Master and Movement Data..................................9
1.3 User Status...................................................................................................10
1.3.1 Define User Status Profile..............................................................................10
1.4 General Data.................................................................................................11
1.4.1 Define Authorization Groups..........................................................................11
1.4.2 Set View Profiles for Technical Objects..........................................................12
1.4.3 Define Object Information Keys.....................................................................13
1.5 Equipment....................................................................................................14
1.5.1 Maintain Equipment Category........................................................................14
1.5.2 Define Additional Business Views for Equipment Categories.........................15
1.5.3 Define Number Ranges.................................................................................16
1.5.4 Usage History Update....................................................................................18
1.5.5 Assign Partner Determination Procedure to Equipment Category.................18
1.6 Serial Number Management........................................................................19
1.6.1 Define Serial Number Profiles........................................................................19
1.6.2 Define Default Equipment Categories for Serial Numbers.............................20
1.6.3 Deactivate Lock for Internal Assignment of Serial Numbers...........................21
2. Maintenance Plans, Work Centers, Task Lists and PRTs................................23
2.1 Basic Settings..............................................................................................23
2.1.1 Define Maintenance Planner Groups.............................................................23
2.2 Work Centers...............................................................................................24
2.2.1 Define Employees Responsible for Work Centers.........................................24
3. Maintenance and Service Processing...............................................................25
3.1 Basic Settings..............................................................................................25
3.1.1 Maintain Settlement Profiles..........................................................................25
3.1.2 Maintain Allocation Structures........................................................................27
3.1.3 Maintain Value Categories.............................................................................29
3.1.4 Assign Cost Elements to Value Categories....................................................30
3.1.5 Profiles for Quotation Creation, Billing, Results Analysis...............................32
3.2 Maintenance and Service Notifications......................................................36
3.2.1 Overview of Notification Type.........................................................................36
3.2.2 Define Notification Types...............................................................................40
3.2.3 Define Number Ranges.................................................................................43
3.2.4 Assign Notification Types to Order Types......................................................44
3.2.5 Define Order Types and Special Notification Parameters..............................45
3.2.6 Maintain Catalogs..........................................................................................47
3.2.7 Define Catalog Profile....................................................................................49
3.2.8 Assign Partner Determination Procedure to Notification Type........................50
3.2.9 Define Priorities.............................................................................................51
3.2.10 Define Response Monitoring..........................................................................53
3.2.11 Define Action Box..........................................................................................56
3.2.12 Assign Object Information Keys to Notification Types....................................59
3.3 Maintenance and Service Orders...............................................................59
3.3.1 Configure Order Types...................................................................................59
3.3.2 Credit Limit Checks, Sales Document Types for Service Orders....................62
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3.3.3 Indicate Order Types for Refurbishment Processing......................................63

3.3.4 Configure Number Ranges............................................................................63
3.3.5 Assign Order Types to Maintenance Plants...................................................64
3.3.6 Create Default Value Profiles for External Procurement.................................65
3.3.7 Default Values for Task List Data and Profile Assignments............................67
3.3.8 Settlement Rule: Define Time and Creation of Distribution Rule....................68
3.3.9 Maintain Control Keys....................................................................................69
3.3.10 Maintain Default Values for Control Keys for Order Types.............................71
3.3.11 Define Maintenance Activity Types................................................................72
3.3.12 Assign Valid Maintenance Activity Types to Maintenance Order Types..........73
3.3.13 Default Values for Maintenance Activity Type for Each Order Type................73
3.3.14 Maintain Costing Variants..............................................................................74
3.3.15 Define Valuation Variants...............................................................................75
3.3.16 Assign Costing Parameters and Results Analysis Keys.................................78
3.3.17 Define Change Docs, Collective Purc. Req. Indicator, Operation No. Interval..........79
3.3.18 Define Documentation for Goods Movements for the Order..........................80
3.3.19 Define Scope of Check..................................................................................81
3.3.20 Define Inspection Control...............................................................................82
3.3.21 Define Default Values for Component Item Categories..................................84
3.3.22 Define Account Assignment Cat. and Document Type for Purchase Requisitions.....84
3.3.23 Define Priority Type for Orders.......................................................................85
3.3.24 Activate Default Value for Current Date as Basic Date..................................86
3.3.25 Assign User Status to Order Types................................................................87
3.3.26 Assign Partner Determination Procedure to Order.........................................88
3.3.27 Set Scheduling Parameters...........................................................................88
3.3.28 Assign Object Information Keys to Order Types.............................................90
3.3.29 Define Control Parameters for Completion Confirmations.............................90
4. Customer Service...............................................................................................92
4.1 Solution Database.......................................................................................92
4.1.1 Define Number Ranges.................................................................................92
4.1.2 Define Symptom Types..................................................................................92
4.1.3 Define Solution Types....................................................................................93
5. Sales and Distribution........................................................................................95
5.1 Basic Functions...........................................................................................95
5.1.1 Define Requirements Classes........................................................................95
5.1.2 Define Requirements Types...........................................................................96
5.1.3 Determination Of Requirement Types Using Transaction...............................97
5.2 Sales.............................................................................................................98
5.2.1 Define Repairs Procedure..............................................................................98
5.2.2 Define Item Categories..................................................................................99

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1. Master Data in Plant Maintenance and Customer Service

1.1 Warranties

1.1.1 Define Warranty Types

General Description

Warranty Type is a sub-division of a warranty category that allows for a more detailed
description. You can freely define the warranty type

Purpose

Warranty types have been defined to differentiate between the Vendor and Customer
Warranty.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Basic Settings Warranties Define Warranty Types
Short Description Dialog Box Check boxes Activated

1.1.2 Define Number Ranges for Warranty Types

General Description

Number range is a range of numbers that you can assign to business objects (or their
sub-objects) of the same type. Each number range has one or number range
intervals and a number assignment type. Number Ranges can be internal or external.

Purpose

To have a individual number ranges for Vendor and Customer Warranty

Configuration Details
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Transaction Code BG00

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Basic Settings Warranties Define Number Ranges
for Warranty Types
Short Description External Number Range AAAAAAAAAAAAAAAA to
ZZZZZZZZZZZZZZZZ assigned to Customer Warranty.
External Number Range 10000 to 99999 assigned to
Vendor Warranty.

1.1.3 Define Warranty Counters

General Description

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In this step you can define warranty counters and specify one warranty counter as a
default counter. This counter will be copied automatically when you create a master
warranty.

Purpose

To track the warranty of the machine in number of days we have to specify the
number of days in the warranty master and that has to be attached to the machine.
To specify the warranty value, warranty counter has been created

Configuration Details

Transaction Code GM04

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Basic Settings Warranties Define Warranty
Counters
Short Description Warranty Counter WARRANTY_TIME is created

1.2 Partners

1.2.1 Define Partner Determination Procedure and Partner Function

General Description

Partner: An individual in or outside your organization who is of commercial interest

and can be contacted during a business transaction. A partner can be a natural
person or a legal entity. Partners in an organization include sales personnel. Partners
outside an organization include Customers & Sales prospects

Partner Determination Procedure: A plan that specifies how, when, and from what
sources the system determines partners in a business transaction, what partner
functions are mandatory or suggested in this transaction, and what rules apply to
these partner functions. You can define partner determination procedures and assign
any number of partner functions to each one. You can define whether a particular role
in the notification or order should be changeable, and whether it is obligatory.

Purpose
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To define the partner functions which are being used in customer service and assign
those partner functions to one partner determination procedure. That procedure will
in turn assigned to equipment category, notification and order types so that during
customer service business transactions, the required partner role being determined.

Configuration Details

Transaction Code VOP2

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Basic Settings Partners Define Partner
Determination Procedure and Partner Function
Short Description Partner Determination Procedure SV has been created
and Partner Functions assigned to that procedure

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1.2.2 Copy Partner Functions to Master and Movement Data

General Description

In this work step, you can define which of your partner functions should be copied
automatically into the corresponding movement data. You can make this assignment
unique for each partner profile and each partner function.

Purpose

To reduce the manual maintenance requirements for maintaining partner data in the
processing of maintenance and service tasks.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Basic Settings Partners Copy Partner Functions to
Master and Movement Data
Short Description Assigned Partner functions to the procedure SV has
been selected for copying from master data to
transaction data.

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1.3 User Status

1.3.1 Define User Status Profile

General Description

User Status is the status set by the user to complement the system status for a given
status object. You can use only a user status belonging to a status profile (defined in
Customizing) and assigned to the relevant status object. User statuses enable you to
extend the control of business processes managed by the system status. You can set
and delete user statuses manually when carrying out business transactions

Purpose

To facilitate the quotation creation from the service order based on the user status
Create Quotation for Order, user status profile SERVICE has bee created and
assigned to the service order

Configuration Details

Transaction Code OIBS

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Basic Settings Define User Status
Short Description User Status Profile SERVICE has been created

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1.4 General Data

1.4.1 Define Authorization Groups

General Description

In this Customizing activity, you define authorization groups for your technical
objects. Authorization groups are used to categorize similar objects from the point of
view of authorizations. Authorization group field contains the name of a program
group for which the following operations can be permitted:

Execute programs
Schedule jobs for background processing
Maintain programs
Maintain variants

Purpose

To have a control in creating / updating customer equipment master, authorization

group CSG has been defined

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects General Data Define
Authorization Groups
Short Description For Equipment Master, Authorization Group CSG has
been defined

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1.4.2 Set View Profiles for Technical Objects

General Description

This Customizing activity allows you to create individual screens for technical objects.
The data fields for the technical objects are sorted by contents, so-called screen
groups. You can define one or more view profiles for each screen group, for example,
equipment. Each view profile enables you to assign pre-grouped and accompanying
data fields to individual screen templates. These screen templates can be labeled
individually using tab pages.

Purpose

To have a client specific view for customer equipment master.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects General Data Set View Profiles
for Technical Objects
Short Description For Customer Equipment Master, View Profile
ACEEQUIP has been defined

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1.4.3 Define Object Information Keys

General Description

In this step you can define different object information keys. An object information key
can be assigned to the following object types:

functional location categories

equipment categories
maintenance and service notification types
maintenance and service order types

Via the parameterization of the object information key, you determine the data of a
technical object (equipment, functional location, structure) that is shown in a special
information window. The object information also contains history data from the PM
Information System and data from the notifications and orders executed. You can use
the parameterization of the object information to define whether the notification and
order information should be displayed: for a technical object or for the higher-level
object, etc

Purpose

To view the previously created notifications / orders and its status while creating a
new notification / order in the specified pop window format, object information key
has been defined.

Configuration Details

Transaction Code OIMD

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects General Data Define Object
Information Keys
Short Description Object Information Key SM has been defined

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1.5 Equipment

1.5.1 Maintain Equipment Category

General Description

In this IMG activity you define the description for an equipment category. This allows
you to control which basic characteristics a corresponding equipment master record
should have. Using the control characteristics, you can decide how many and which
equipment categories you require.

Purpose

To differentiate and view the Customer Owned equipment master data from Plant
Maintenance Equipment master data, Customer Equipment Category S has been
created.

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Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Equipment Equipment
Categories Maintain Equipment Category
Short Description For Equipment Category S, View Profile ACEEQUIP &
Object Information Key SM has been assigned. Change
Document check box activated

1.5.2 Define Additional Business Views for Equipment Categories

General Description

In this step, you can define other views for each equipment category. The views
represent additional data screens for the equipment master record. You can activate
or deactivate the following views.

Sales data view

PRT view
Equipment configuration
Serial data view
View for other data

If you activate a view, the assigned data fields and screens can be automatically
maintained.

Purpose

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To view the Sales and Distribution Data in Customer Equipment master record

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Equipment Equipment
Categories Define Additional Business Views for
Equipment Categories
Short Description Serial Data Tab View is selected as additional data view
for Equipment Category S.

1.5.3 Define Number Ranges

General Description

In this step you can define the number assignment category in the step equipment
categories. You must allocate a unique number for each equipment master record.
You have the following options:

internal number assignment (In this case, the SAP System assigns the
numbers.)
external number assignment (In this case, the user assigns the numbers)

You can define both an internal and an external number range for each equipment
category. The same number ranges can be shared by several equipment categories.

Purpose

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In order to differentiate the customer equipment master record from other types of
equipment master record, unique internal number range has been assigned to
Customer Equipment Category.

Configuration Details

Transaction Code OIEN

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Equipment Equipment
Categories Define Number Ranges
Short Description Number Range 1000000000 to 9999999999 has been
assigned to Equipment Category S

1.5.4 Usage History Update

General Description

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You define the equipment categories for which you want an ongoing usage history to
be kept in this step. Changes to certain master data fields will be logged in the usage
history. You define the fields concerned for each reference category.

Purpose

To record the changes in the equipment master data field, usage history update
check box has been activated for equipment category S

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Equipment Equipment Usage
Period Usage History Update
Short Description Record usage history for equipment check box activated
for Equipment Category S

1.5.5 Assign Partner Determination Procedure to Equipment Category

General Description

Partner Determination Procedure is a plan that specifies how, when, and from what
sources the system determines partners in a business transaction, what partner
functions are mandatory or suggested in this transaction, and what rules apply to
these partner functions. You can define partner determination procedures and assign
any number of partner functions to each one. You can define whether a particular role
in the notification or order should be changeable, and whether it is obligatory.

Purpose

To define the partner functions which are allowed in equipment master and assign
those partner functions to one partner determination procedure. Then assign that
procedure to Equipment Category.

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Configuration Details

Transaction Code OIEV

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Equipment Assign Partner
Determination Procedure to Equipment Category
Short Description Partner Determination Procedure SV has been assigned
to Equipment Category S

1.6 Serial Number Management

1.6.1 Define Serial Number Profiles

General Description

Combined data, grouped in a four-figure abbreviation that determines the conditions

and business transactions for issuing serial numbers to serialized materials. You
must enter the serial number profile in the material master record for materials that
need serial numbers. A serial number profile must be assigned to each material that
is to be serialized. This assignment is made at plant level in the material master
record. This means that you can assign a separate serial number profile to a material
for each plant. However, a material can have a mandatory serial number in one plant
but not in others.

Purpose

To track the customer equipment with unique number and also to track the sub
assemblies with serial number which are assigned to main equipment.

Configuration Details

Transaction Code OIS2

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IMG Path Plant Maintenance and Customer Service Master

Data in Plant Maintenance and Customer Service
Technical Objects Serial Number Management
Define Serial Number Profiles
Short Description Serial Number Profile ASNP Created.

1.6.2 Define Default Equipment Categories for Serial Numbers

General Description

In this step, you define a central default equipment category for the serial number
management. This equipment category is proposed by the system if the system
cannot find an equipment category in the serial number profile for a serialization
operation.

Purpose

As customer equipment is only having tracked with serial number, default equipment
category is set as Category S.

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Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Equipment Serial Number
Management Define Default Equipment Categories for
Serial Numbers
Short Description Equipment Category S has been assigned as Default

1.6.3 Deactivate Lock for Internal Assignment of Serial Numbers

General Description

In this activity, you can deactivate the lock, which is set in the standard system for the
internal assignment of serial numbers. Several users can thereby create serial
numbers for a material at the same time.

Purpose

To avoid the internal serial number creation

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service Master
Data in Plant Maintenance and Customer Service
Technical Objects Serial Number Management
Deactivate Lock for Internal Assignment of Serial
Numbers
Short Description Internal assignment of Serial Number has been locked

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2. Maintenance Plans, Work Centers, Task Lists and PRTs

2.1 Basic Settings

2.1.1 Define Maintenance Planner Groups

General Description

This step allows you to define maintenance planner groups. Planner groups or
maintenance planning groups must be defined separately for each maintenance
planning plant. Depending on the size and structure of your company, a maintenance
planning group may be an individual department (for central work preparation), a
group of skilled craftsmen or a workshop.

Every piece of equipment and functional location can be allocated to a maintenance

planning group. Maintenance planning groups can also be used for evaluation
purposes.

Purpose

To stream line the maintenance / service planning and also to monitor the activities
going on by planner group wise, planner group is being created

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance Plans, Task Lists, Work Centers and PRTs
Basic Settings Define Maintenance Planner Groups
Short Description For Customer Service Group, Planner Group is defined
as CSG

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2.2 Work Centers

2.2.1 Define Employees Responsible for Work Centers

General Description

In this key, you can store the person or the group of people responsible for
maintaining the master data of a particular work center. This area of responsibility
does not refer to possible planning activities but to the management of the work
center in the sense of parameter maintenance instead.

Purpose

To define the person in charge of the work centers.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance Plans, Task Lists, Work Centers and PRTs
Work Centers General Data Define
Employees Responsible for Work Centers
Short Description For Ace Customer Service Group, Responsible person is
defined as SSK

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3. Maintenance and Service Processing

3.1 Basic Settings

3.1.1 Maintain Settlement Profiles

General Description

In the settlement profile, you define a range of control parameters for settlement. You
must define the settlement profile before you can enter a settlement rule for a sender.
If you want to settle the costs each time to just one cost center or just one G/L
account, you need a settlement profile. As you cannot maintain the settlement
parameters during settlement to a receiver, you must save the settlement profile
either in the order type or in the model order or reference order.

Purpose

The purpose of this activity is to define a range of control parameters for settlement in
the settlement profile. You must define the settlement profile before you can enter a
settlement rule for a sender.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Basic Settings
General Order Settlement Maintain Settlement
Profiles
Short Description Settlement Profile ZA80, ZA80E, ZA80R & ZA80W has
been created

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3.1.2 Maintain Allocation Structures

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General Description

An allocation structure comprises one or several settlement assignments. An

assignment shows which costs (origin: cost element groups from debit cost
elements) are to be settled to which receiver type (for example, cost center, order,
and so on). You have two alternatives in settlement assignment:

You assign the debit cost element groups to a settlement cost element.
You settle by cost element - that is, the debit cost element is the settlement
cost element.

Purpose

The purpose of this activity is to create an allocation structure. During settlement,

costs incurred under the primary and cost element by a sender are allocated to one
or more receivers. When you settle by cost element, you settle using the appropriate
original cost element

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Basic Settings
General Order Settlement Maintain Allocation
Structures
Short Description Allocation structure S1 has been created.

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3.1.3 Maintain Value Categories

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General Description

Value categories are intervals for: Cost elements, financial items & Statistical key
figures. For performance reasons, it is advisable to group together cost elements into
value categories. This reduces the volume of data. If you still want to create value
categories according to the cost elements, then you can generate the value
categories automatically. Quantities are only updated in the order if you have
assigned a unit of measure to the value category.

Purpose

The purpose of this activity is to maintain value categories. Value categories are
intervals for cost elements. These are required to update the:
Plant Maintenance Information System
Customer Service Information System

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Basic Settings
Settings for Display of Costs Maintain Value
Categories
Short Description Value Categories 02 (Internal labour), 03(External
Services), 04 (Material Consumption), 05 (Revenues) &
06 (Sub-Contract Expenses) have been defined

3.1.4 Assign Cost Elements to Value Categories

General Description

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Cost element is Classification of the organization's valuated consumption of

production factors within a controlling area. Each cost element corresponds to a cost-
relevant item in the chart of accounts.

Purpose

The purpose of this activity is to define a cost element, a cost element interval or a
cost element group as a value category

Configuration Details

Transaction Code OIK2

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Basic Settings
Settings for Display of Costs Assign Cost Elements
to Value Categories
Short Description Cost Element 943001 is assigned to Valuation category
02. Cost Element 411014 is assigned to Valuation
category 03. Cost Elements 411001 to 411011 are
assigned to Valuation category 04. Cost Element 411012
is assigned to Valuation category 05.

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3.1.5 Profiles for Quotation Creation, Billing, Results Analysis

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General Description

In this dynamic IMG activity you create dynamic item processor profiles for billing,
quotation creation and results determination. So that you can bill the items of a sales
document or a service order or create a quotation, you must assign a profile to the
item of the sales document or the service order. You can maintain default values for
the profile:

In the step Define item types you can specify a default for the profile of a
sales document item.
In the step Credit limit checks, sales document types for service orders you
can store a default for the service order profile.

Purpose

For billing the customer based on the resources used for carrying out the service /
repair activities, DIP profile ACECSGPR has been created and assigned to the
service orders

Configuration Details

Transaction Code ODP1

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Basic Settings
Quotation Creation and Billing for Service Orders
Profiles for Quotation Creation, Billing, Results Analysis
Short Description For Out of Warranty Service Engineer Visit Billing, Billing
Plan ACECSGPR has been created.

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3.2 Maintenance and Service Notifications

3.2.1 Overview of Notification Type

General Description

This step gives you an overview of:

The notification types that is available in the system. All notification types for
all notification categories and notification origins are listed.
The settings of a particular notification type. You can display all assignments
of notification parameters for one notification type.

Purpose

The display screen of notification with various features have been defined in order to
meet the client specific requirements

Configuration Details

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Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Overview of Notification Type
Short Description For Notification Types A1, A2, A3, A4, A5 & A6 overview
data has been maintained

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3.2.2 Define Notification Types

General Description

In this section, you define the notification types and the basic functions connected to
the notification type. In the standard system, the notification types are structured
according to factual criteria (malfunction, activity report). The notification type is an
important criterion in the selection of notifications. You can also define a separate
number range for each notification type.

Purpose

To service the various types of customer requests and for easy tracking of those
services, different notification types have been created

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification TypesDefine Notification Types
Short Description Notification Types A1, A2, A3, A4, A5 and A6 have been
created

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3.2.3 Define Number Ranges

General Description

In this work step, you define the accompanying number range interval for each
notification type. You can define a number range interval for each notification type,
whereby you can choose between internal and external number assignment.

Purpose

In order to differentiate the various notification types records, unique internal number
range has been assigned to each notification type.

Configuration Details

Transaction Code IW20

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification TypesDefine Number Ranges
Short Description Number Ranges has been created
( A1=4000000000-4999999999, A2=5000000000-
5999999999, A3=6000000000-6999999999,
A4=7000000000-7999999999, A5=8000000000-
8999999999, A6=9000000000-9999999999 )

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3.2.4 Assign Notification Types to Order Types

General Description

You can work with different notification types and order types. In this step, you can
assign a single order type to a single notification type in each case.

Purpose

The purpose of this activity is to define which order type is generated from which
notification type

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification Types Assign Notification Types to Order
Types
Short Description For Notification A1 order type AM01 assigned.
For Notification A2 order type AM02 assigned.
For Notification A4 order type RW01 assigned.

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3.2.5 Define Order Types and Special Notification Parameters

General Description

In this step, you can set additional special notification parameters. For service
notifications, you can:

Define a sales order type for creating a sales order from the service
notification
Activate automatic contract determination
Define another order type for notifications with reference to service contracts

Purpose

In order create a sales order from the notification link this setting has to be done.

Configuration Details

Transaction Code OIM9

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification Types Define Order Types and Special
Notification Parameters
Short Description For Notification A2 Sales Order Type ZYDR is assigned.
For Notification A3 Sales Order Type ZASD is assigned.
For Notification A4 Sales Order Type ZRAS is assigned.

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3.2.6 Maintain Catalogs

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General Description

In this step, you structure the content of the notifications based on the following
definition of catalog profiles. This means you can define the structural elements of
the notification that are to be used and the information these elements are to contain.
You can organize and maintain the catalogs that are used in the notifications and
when defects are recorded.

Purpose

The purpose of this activity is to define various catalog types being used, defining
code groups and codes.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification Content Maintain Catalogs Define
Catalogs
Short Description Catalog Type Defined for Customer Service Problems as
P & Solutions as S

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Transaction Code QS41

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification Content Maintain Catalogs Edit
Catalogs
Short Description Various code groups and codes have been defined

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3.2.7 Define Catalog Profile

General Description

Catalog Profile is a Combination of code groups, which determine from a functional

viewpoint, which code groups can be used for a particular technical object. A catalog
profile is defined in Customizing and then assigned to the notification type. It restricts
the list of values for the information contained in the quality notification. A profile
defined in the material master or in the report type has priority over one defined in
Customizing. The catalog profile ensures that only appropriate codes can be used
for a particular object, so that, for example, a problem that only occurs in the case of
pumps cannot be cited for a motor.

Purpose

The purpose of this activity is to define the catalog profile for notifications. In the first
step catalogs are to be defined.

Configuration Details

Transaction Code OQN6

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification Content Define Catalog Profile
Short Description Catalog Profile ACSGCP has been defined for ACE.

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3.2.8 Assign Partner Determination Procedure to Notification Type

General Description

Partner Determination Procedure is a plan that specifies how, when, and from what
sources the system determines partners in a business transaction, what partner
functions are mandatory or suggested in this transaction, and what rules apply to
these partner functions. You can define partner determination procedures and assign
any number of partner functions to each one. You can define whether a particular role
in the notification or order should be changeable, and whether it is obligatory.

Purpose

To define the partner functions which are allowed in notification type and assign
those partner functions to one partner determination procedure. Then assign that
procedure to Equipment Category.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Creation
Notification Content Partners Define Partner
Determination Procedure and Partner Function
Assign Partner Determination Procedure to
Notification Type
Short Description Partner Procedure SV is assigned to Notification Types
A1 to A6

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3.2.9 Define Priorities

General Description

In this step, you define the priorities for the notifications. You can define different
priority types and assign a priority type to each notification type. For each priority
type, you define:

Which priority (rank) a notification warrants

Which start date and finish date (based on the creation date) the notifications
should have

Purpose

To automatically determine the required start date and finish date of the notification
based on the priority type assigned to the notification type

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Processing
Response Time Monitoring Define Priorities
Define Priority Types, Define Priorities for Each Priority
Type & Assign Priority Types to Notification Types
Short Description Service Priority SM has been defined. Priorities Very
High, High, Medium, Low and Very Low has been
assigned to Priority Type SM. Then Priority Type SM has
been assigned to Notification Types A1, A2, A3, A4, A5 &
A6.

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3.2.10 Define Response Monitoring

General Description

In this step, you define the response time monitoring functions for notifications. For
this purpose, you must first define response profiles and service profiles. You must
then assign these profiles to the quality notification types.

In the response profile, you define a sequence of standard tasks (based on the
priority of the notification) that can be proposed in the notification and which must be
carried out within a predefined period of time. When the system processes a
notification, it always assigns the tasks that have been selected on the basis of a
response profile to the notification header.

The service profile defines the times during each work day when a notification is
processed. You can also specify several time periods for each weekday and you can
assign a separate response profile to each of these periods.

The system finds the basic dates for the notification header with the help of the
priority; the system automatically suggests tasks to be included in the notification
header using the response profile and specifies the processing deadlines. These two
scheduling functions work independently of one another.

The processing times defined in the service profile are only valid for the tasks defined
in these profiles that the system suggests for the notification header. The resulting
processing deadlines take precedence over the basic dates that come from the
notification priority.

Purpose

To automatically determine the task for the notification types while creating the
notification based on the priority type assigned to the notification

Configuration Details

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Transaction Code SPRO / OIMF for defining service profile

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Processing
Response Time Monitoring Define Response
Monitoring Define response profile, Define Service
Profile & Response Time Monitoring for Notification Type
Short Description Response Profile ACERESPONS, ACERESPON2 &
ACERESPON3 have been defined. Service Profile SM
has been defined. Response Profile ACERESPONS and
Service Profile SM has been assigned to Notification
Type A3. Response Profile ACERESPON2 and Service
Profile SM has been assigned to Notification Type A1

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3.2.11 Define Action Box

General Description

In this step, you define the functions, with which you can generate tasks or activities
(known as supplementary actions) for a notification. These functions should be
defined using a key and a label. They are assigned to a notification type, and are
available at header level when processing notifications. When the function is called
up, the system copies the task or activity defined into the notification. For calling up
the function, you can define a label, and an icon together with explanatory quick
information.

For each function, you can specify an internally programmed function module that is
processed when the function is called up. A dialog with the user can also be
programmed here. If you link a business operation with the function, then the function
is only executed if the status of the notification belonging to the operation allows this.

If a task is involved, you have released or completed the alternatives for this status.
In addition, you can define a workflow task that is activated when the notification is
saved. You can also enter a function module which still changes the workflow
container when the notification is saved.

Purpose

To create a follow up actions from the notification screen itself, in the action box
some activities have been defined and that will be available as a link in the
notification initial screen. By clicking that link we can carry out that follow up function.

Configuration Details

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Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Processing
Additional Functions Define Action Box Define
Follow-Up Functions (Generated Tasks/Activities)
Short Description Action Box defined for notification Types.
A1- Create Internal Note, Solution Database
A2-Create Internal Note, Solution Database
A3-Create Internal Note, Solution Database
A4-Create Repair Order, Solution Database
A5-Create Internal Note, Solution Database
A6-Create Internal Note, Solution Database

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3.2.12 Assign Object Information Keys to Notification Types

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General Description

In this step you can assign an object information key to each notification type.

Purpose

To view the previously created notifications / orders and its status while creating a
new notification / order in the specified pop window format, object information key
has been defined and assigned to notification types.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Notification Notification Processing
Object Information Assign Object Information Keys to
Notification Types
Short Description Object Information Key SM is assigned to Notification
Types A1 to A6

3.3 Maintenance and Service Orders

3.3.1 Configure Order Types

General Description

In this step, you set up your order types for Plant Maintenance and Customer
Service. In addition to the business reasons for configuring several order types,
there are also technical controls which depend on the order type and may require the
creation of different order types.

Purpose

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The purpose of this activity is to configure order types. In addition to the business
reasons for configuring several order types, there are also technical controls which
depend on the order type and may require the creation of different order types

Configuration Details

Transaction Code OIOA

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Configure Order Types
Short Description Order Types AM01,AM02,AM03, RW01 and WR01 have
been created

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3.3.2 Credit Limit Checks, Sales Document Types for Service Orders

General Description

In this step, you define which sales document type is used in resource-related billing.
You can assign a sales document type to each order type. You can also define if and
how a credit limit check should be performed

Purpose

In order to carry out Resource-related billing, the sales document type is to be

assigned to the service order type.

Configuration Details

Transaction Code OIOL

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Credit Limit Checks, Sales Document Types for
Service Orders
Short Description For Order Type AM02, Sales Document Type ZYDR and
DIP Profile ACECSGPR are assigned

3.3.3 Indicate Order Types for Refurbishment Processing

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General Description

In this Customizing activity, you can allow the individual order types refurbishment
processing.

This business process usually involves a special form of Plant Maintenance which is
treated differently from maintenance, repair and inspection orders in terms of
planning, time and costs.

Purpose

To allow the individual order types for refurbishment processing.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Indicate Order Types for Refurbishment
Processing
Short Description For Order Types WR01 & RW01, Refurbishment
Indicator has been set.

3.3.4 Configure Number Ranges

General Description

In this step, you define the number ranges for the individual order types. From the
point of view of program control and selections, it is not necessary to define different
number ranges for the individual order types. If your company does not need to
define several number ranges, you can work with one number range for the
maintenance or service orders

Purpose

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In order to differentiate the various order types records, unique internal number range
has been assigned to each order type.

Configuration Details

Transaction Code OION

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Configure Number Ranges
Short Description Number Ranges for Orders has been created
(AM01=5000000-5999999, AM02=6000000-6999999,
AM03=7000000-7999999, RW01=8000000-8999999,
WR01=6000000000-6999999999 (External))

3.3.5 Assign Order Types to Maintenance Plants

General Description

In this Customizing activity, you determine the order types allowed for the individual
planning plants. If you want to allow all order types for all planning plants, you must
enter all the order types for each plant.

Purpose

The purpose of this activity is to determine the allowed maintenance order types for
the individual maintenance plants.

Configuration Details

Transaction Code OIOD

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IMG Path Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Assign Order Types to Maintenance Plants
Short Description Order Types AM01,AM02,AM03, WR01 and RW01 are
assigned to Planning Plant 1010

3.3.6 Create Default Value Profiles for External Procurement

General Description

In this step, you define the profiles for external procurement of services and
materials. In the external processing profile, you can store default values to generate
purchase requisitions from maintenance- or service orders. In each profile, you can
store a default value for the following values:

Cost element account

Purchasing organization
Purchasing group
Material group

During external processing, a distinction is made between the external procurement

of materials and the allocation of complete order operations to vendors.

Since both of these procurement processes generally require different data for
purchasing, for example, different purchasing groups or different cost element
accounts, you should also define different profiles for them.

You should therefore define different profiles for:

External processing or external assignment of complete order operations

Procurement of materials (material profile)

Purpose

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The purpose of this activity is to define the profiles for external procurement of
services and materials. In the external processing profile, you can store default
values to generate purchase requisitions from maintenance orders

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Create Default Value Profiles for External
Procurement
Short Description Value Profiles CS00001 (External Service Purchase) &
CS00002 (Material Purchase) created

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3.3.7 Default Values for Task List Data and Profile Assignments

General Description

In this IMG activity you define which default values should be copied to the order
data for order processing.

You can define the profile assignment individually for each plant and each
order type.
If the profile should be independent of the order type, only make one
assignment for the plant.
If you want the assignment to be cross-company for all plants, only define
one entry without plant and without order type.
You can perform the masking of the entries by entering the value **** in the
entry field

Purpose

The purpose of this activity is to define which default values are copied into the order
data during the order processing.In the previous steps, you have maintained a profile
for the procurement of material, external processing profiles and a general order
profile.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Default Values for Task List Data and Profile
Assignments
Short Description For Order Types AM01, AM02, AM03, WR01 and RW01,
Default Value Profiles CS00001 & CS00002 has been
assigned

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3.3.8 Settlement Rule: Define Time and Creation of Distribution Rule

General Description

In this step, you can define for each order type the time by which the settlement rule
must be maintained during order processing. You can also define a default value for
the distribution rule for each order type, according to which the settlement rule should
be calculated, if an order of this order type has a superior order.

Purpose

For the Service Order type settlement profile is mandatory for technical completion of
the order. In this step, it has been configured when the settlement rule is to be
created for the service order.

Configuration Details

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Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Settlement Rule: Define Time and Creation of
Distribution Rule
Short Description AM01, AM02, AM03, WR01 & RW01 - Settlement Rule
Creation Time is defined as MANDATORY FOR
COMPLETION

3.3.9 Maintain Control Keys

General Description

Control key is a key that specifies how an operation or a sub-operation is processed

in functions such as orders, costing or capacity planning. The following are examples
of processing types managed by a control key for operations and sub-operations:

External processing
Completion confirmation
Printing
Scheduling
Costing

In this step, you maintain the allowed control keys for the individual operations of the
maintenance- and service orders. A subsequent change to the parameterization of
the control keys is always critical when these control keys have already been used in
orders or task lists

Purpose

Control key is used to determine which business functions you want to carry out and
how you want to handle the operation

Configuration Details

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Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Control Key Maintain Control Keys
Short Description Control Keys SM01, SM02 & SM03 maintained.

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3.3.10 Maintain Default Values for Control Keys for Order Types

General Description

In this step, you maintain the default control keys for each service order types from
the already maintained control keys.

Purpose

To determine which control key is proposed in the operations of maintenance orders

for the combination of maintenance plant and order type

Configuration Details

Transaction Code OIO6

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Control Key Maintain Default Values for
Control Keys for Order Types
Short Description Control Key SM01 is defaulted for Order Types AM01,
AM02, AM03, RW01 & WR01

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3.3.11 Define Maintenance Activity Types

General Description

In this step, you define the allowed maintenance activity types. A key for the type of
maintenance activity provided. Activities are divided into repairs, shutdowns, regular
activities, inspections and so on. In cost evaluations, for example, total costs or
number of orders for each technical object, you can classify data according to
maintenance activity type.

Purpose

To determine for what type of problems the service order is being executed in the
header level. This is will be used for further analysis of service order as well.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Maintenance Activity Type Define
Maintenance Activity Types
Short Description WSE (Ace Warranty Service) ,NWS (Ace Out of Warranty
Service) defined

3.3.12 Assign Valid Maintenance Activity Types to Maintenance Order Types

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General Description

In this step, you can determine which maintenance activity types allowed with which
order types. Allocate the corresponding maintenance activities to the PM and CS
order types.

Purpose

To determine the maintenance activity types allowed for each service or maintenance
orders.

Configuration Details

Transaction Code OIO5

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Maintenance Activity Type Assign Valid
Maintenance Activity Types to Maintenance Order Types
Short Description WSE is assigned to AM01 & AM03, NWS assigned to
AM01 & AM02, 012 is assigned to RW01.

3.3.13 Default Values for Maintenance Activity Type for Each Order Type

General Description

In this step, you can assign a maintenance activity to an order type. This activity is
proposed during order processing.

Purpose

To determine which maintenance activity type is proposed while processing the

service and maintenance orders for the combination of maintenance plant and order
type

Configuration Details

Transaction Code OIO4

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IMG Path Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Maintenance Activity Type Default Values for
Maintenance Activity Type for Each Order Type
Short Description For Order Type AM02, Activity Type NWS is defaulted,
For Order Type AM03, Activity Type WSE is defaulted &
For Order Type RW01, Activity Type 012 is defaulted

3.3.14 Maintain Costing Variants

General Description

Costing variants contain control parameters for costing. The costing variant
determines how costing is carried out. Among other things, it controls how the
quantity structure and the value structure are created.

Purpose

The costing variant forms the link between the application and Customizing, since all
cost estimates are created and saved with reference to a costing variant.

Configuration Details

Transaction Code OKP6

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Costing Data for Maintenance and Service
Orders Maintain Costing Variants
Short Description Costing Variant SM01 & SM02 are created. Costing Type
99 (Service Order) is defined

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3.3.15 Define Valuation Variants

General Description

Here you create a valuation variant that contains the parameters for valuating a cost
estimate. You also define which costing sheet is proposed in the order master data

You define valuation strategies for the following objects:

Material components: Here you define the order in which the system looks
for prices in the accounting view and the costing details screen of the material
master record to valuate materials.
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Internal activities: Here you define the order in which the system looks for
prices in activity type planning in cost center accounting to valuate internal
activities. You also define which plan version is used in cost center
accounting.
External processing in the operation: Here you define the order in which
the system looks for prices in the purchasing info record or in an operation in
the work order or in the routing to valuate external activities.
Subcontracting: Here you define the order in which the system looks for
prices in the purchasing info record. In purchasing, quota arrangements are
used to create a mixed price for materials that are supplied by external
vendors with materials provided by the customer. You can specify whether the
quota of the suppliers that are entered in the source list for the material to be
processed should be determined with the planned quota arrangement or the
actual quota arrangement.
Costing sheet: The costing sheet contains the parameters that control the
calculation of overhead. To check an existing costing sheet or to create a new
costing sheet, process Define overhead. To group overhead according to
material groups, process Define overhead groups and assign the overhead
groups to the overhead key in the costing sheet.

Purpose

This is used to determine how the planned and actual cost of the service and
maintenance order is being calculated

Configuration Details

Transaction Code OKP8

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Costing Data for Maintenance and Service
Orders Define Valuation Variants
Short Description Valuation Variant 198 & 199 created for Actual and
Planned Valuation for Service Orders

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3.3.16 Assign Costing Parameters and Results Analysis Keys

General Description

In this step, you can set the costing parameters for maintenance and service orders.
You can also assign a results analysis key to each order type

Purpose

The purpose of this activity is to set the costing parameters for maintenance orders.

Configuration Details

Transaction Code OIOF

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Costing Data for Maintenance and Service
Orders Assign Costing Parameters and Results
Analysis Keys
Short Description Costing Variant SM01 & SM02 are assigned to Order
Types AM01, AM02, AM03, WR01 and RW01

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3.3.17 Define Change Docs, Collective Purc. Req. Indicator, Operation No.
Interval

General Description

In this step, you can define:

Whether changes to the order header are recorded using documents and are
displayed in the form of an action log
The increment at which numbers for the individual operations should be
assigned
Whether just one purchase requisition (collective purchase requisition) should
be generated for external material and operations for each order
Whether a workflow should be generated for changes to dates and quantities
for components not held in stock, operations processed externally and
external elements, if a purchase requisition is already available
Whether certain order types are maintained

Purpose

The purpose of this activity is to specify in which plant and for which order type
specific functions are active. Also to create the Purchase requisition from the service
order automatically and collectively for all the non-stock item in the service order.

Configuration Details

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Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Define Change Docs, Collective Purc. Req.
Indicator, Operation No. Interval
Short Description Collective PR check box has been activated.

3.3.18 Define Documentation for Goods Movements for the Order

General Description

In this Customizing activity you can define which types of goods movement are
documented for each individual PM order. This function can be called from order
processing in list form. You can determine whether the list contains

goods receipts in respect of purchase orders for the order

planned goods issues for the order
unplanned goods issues for the order and
Goods receipts for the refurbishment order in the case of a refurbishment
order.

Purpose

To have the documents for each movements with respect to service order for future
analysis and records

Configuration Details

Transaction Code SPRO

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IMG Path Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Goods Movements for Order Define
Documentation for Goods Movements for the Order
Short Description All Check boxes activated

3.3.19 Define Scope of Check

General Description

In this menu option, you define the check scope. Checking group and checking rule
together specify the scope of the check.

Purpose

To determine
which elements relevant to MRP (inward goods movements/outward goods
movements) are taken into account (for example, purchase requisition,
purchase order, planned order)
which stock categories are taken into account
whether replenishment lead time is checked

Configuration Details

Transaction Code OPJJ

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Availability Check for Material, PRTs, and
Capacities Define Scope of Check
Short Description For Checking Rule SM, Individual Requirements 02 has
been assigned.

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3.3.20 Define Inspection Control

General Description

In this activity, you define the check control. The checking rule together with the
checking group specifies the scope of the check. You can make the checking rule as
well as the actual check itself dependent on the following parameters:

Plant
order type
operation

The operation can have the following characteristics: order created, release(d) order,
scope of the check

Purpose

In maintenance and service orders components are being reserved to carry out the
repair job. In order to have the material availability check for the service and
maintenance orders this activity has been carried out
Configuration Details

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Transaction Code OIOI

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service OrdersFunctions and Settings for Order
Types Availability Check for Material, PRTs, and
Capacities Define Inspection Control
Short Description Availability Check Control 1 & 2 assigned for Order
Types AM01, AM02, AM03, WR01 & RW01

3.3.21 Define Default Values for Component Item Categories

General Description
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In this work step, you can determine the proposal values for the item categories of
the order components. The proposal values can be determined dependent on the
material type and the maintenance plant.

Purpose

To propose the item category once it has been assigned in the service and
maintenance order component tab

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders General Data Define Default
Values for Component Item Categories
Short Description Default Item Category L maintained for Material Types
HALB,ERSA,HERS,ROH & HIBE

3.3.22 Define Account Assignment Cat. and Document Type for Purchase
Requisitions

General Description

In this Customizing activity you define the purchasing account assignment category
and purchasing document type for purchase requisitions for maintenance and service
orders. For the document type, you can choose whether you always want to generate
purchase requisitions for standard purchase orders, contracts or other document
types of the purchasing system.

Purchase requisitions for PM/SM orders must always be assigned to PM/SM orders.
This means that you must change the standard setting for the account assignment
category only if you defined a new account assignment category for order-account
assignment in Customizing for the purchasing system.

Purpose

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To create the Purchase requisition from the service order automatically with correct
account assignment and purchase order type

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders General Data Define Account
Assignment Cat. and Document Type for Purchase
Requisitions
Short Description Purchase Requisition Type NB & General Account
Assignment Category F is assigned.

3.3.23 Define Priority Type for Orders

General Description

You define priority types in this Customizing activity. You can define your own
priorities for every priority type.

Purpose

To automatically determine the required start date and finish date of the order based
on the priority type assigned to the order.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders General Data Define Priorities
Define Priority Type for Orders
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Short Description Service Priority SM is assigned to Order Types AM01,

AM02, AM03, WR01 and RW01

3.3.24 Activate Default Value for Current Date as Basic Date

General Description

In this step, you can define for which plants the current date should be proposed as a
basic date for the order.

Purpose

To propose the current date as the start date of the order / notification automatically.

Configuration Details

Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders General Data Activate Default
Value for Current Date as Basic Date
Short Description For Planning Plant 1010, Current date is defaulted as
BASIC date

3.3.25 Assign User Status to Order Types

General Description

Status set by the user to complement the system status for a given status object. You
can use only a user status belonging to a status profile (defined in Customizing) and
assigned to the relevant status object. User statuses enable you to extend the control
of business processes managed by the system status. You can set and delete user
statuses manually when carrying out business transactions.
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In the status profile you can

define your own statuses (user statuses) and document their function in a
respective long text
determine the status numbers for user statuses which predefine the possible
sequence for processing user statuses
define an initial status which is activated automatically when creating the
object
determine which user status is automatically activated when carrying out a
business transaction
define which operations are allowed or prohibited if a certain status is active

Purpose

To facilitate the quotation creation from the service order based on the user status
Create Quotation for Order, user status profile SERVICE has bee created and
assigned to the service order

Configuration Details

Transaction Code OIOG

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders General Data User Status for
Orders Define Status Profile Assign User
Status to Order Types
Short Description User Status Profile SERVICE assigned to Order Type
AM02

3.3.26 Assign Partner Determination Procedure to Order

General Description

A group of partners (processor, person responsible) belongs to each notification type

and order type. You therefore assign an appropriate partner determination procedure
to each notification type and order type

Purpose

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To define the partner functions which are allowed in service and maintenance order
and assign those partner functions to one partner determination procedure. Then
assign that procedure to service and maintenance order type

Configuration Details

Transaction Code OIOM

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders Partner Define Partner
Determination Procedure and Partner Function
Assign Partner Determination Procedure to Order
Short Description Partner Procedure SV is assigned to Order Types AM01,
AM02, AM03, WR01 and RW01.

3.3.27 Set Scheduling Parameters

General Description

In this Customizing activity you can set the following scheduling parameters for every
maintenance- and service order and for every maintenance plant:

Automatic scheduling
Display scheduling log automatically after scheduling
Maximum number of days for start in the past
Automatic adjustment of the start/finish dates
Shift order indicator
Scheduling to incorporate breaks (breaks at the work center are taken into
account when scheduling is created)

Purpose

The purpose of this activity is to define a range of control parameters that will
facilitate the automatic scheduling of the service and maintenance order once it is
created and released

Configuration Details

Transaction Code OPU7

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IMG Path Plant Maintenance and Customer Service

Maintenance and Service Processing Maintenance
and Service Orders Scheduling Set Scheduling
Parameters
Short Description For order types AM01, AM02, AM03, WR01 and RW01
Forward Scheduling with Time is assigned. (Manual
Scheduling)

3.3.28 Assign Object Information Keys to Order Types

General Description

In this step you can assign an object information key to each order type.

Purpose

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To view the previously created notifications / orders and its status while creating a
new notification / order in the specified pop window format, object information key
has been defined

Configuration Details

Transaction Code OIOJ

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Maintenance
and Service Orders Object Information Assign
Object Information Keys to Order Types
Short Description Object Information Key SM is assigned to Order Types
AM01, AM02, AM03, RW01 and WR01

3.3.29 Define Control Parameters for Completion Confirmations

General Description

In this work step, you maintain the control parameters for completion confirmations
for maintenance- and service orders. You can set control parameters for each order
type. Using the completion parameters you define:

Which data is proposed for entry

The severity with which inspections should be performed
How the completion confirmation processes are controlled

Purpose

The purpose of this activity is to define a range of control parameters that will
facilitate the completion confirmation of the maintenance and service orders as per
the requirement of the clients

Configuration Details

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Transaction Code SPRO

IMG Path Plant Maintenance and Customer Service
Maintenance and Service Processing Completion
Confirmations Define Control Parameters for
Completion Confirmations
Short Description Control parameters for Order Types AM01, AM02,AM03,
WR01 and RW01 has been assigned

4. Customer Service

4.1 Solution Database

4.1.1 Define Number Ranges

General Description

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Number ranges for entries in the Solution Database are defined under number range
object: ISDB. Only internal number assignments are possible. Group 1 is the number
range for symptom records. Group 2 is the number range for solution records. The
number range assignment for symptoms and solutions are independent from their
types and categories.

Purpose

In order to differentiate the symptoms and solutions, unique internal number range
has been assigned to symptoms and Solutions.

Configuration Details

Transaction Code ISNR

IMG Path Customer Service Solution Database Basic
Settings Define Number Ranges
Short Description For Symptoms number range10000000 59999999
assigned. For Solutions 60000000-99999999 Assigned

4.1.2 Define Symptom Types

General Description

Symptom type is the highest level of grouping and categorizing for symptom records
in the Solution Database. Each symptom type has defaults for code group, catalog
type, profile, and priority group for symptom records. Default values can be
overwritten in each symptom record.

Purpose

To have a unique type of symptoms for customer service

Configuration Details

Transaction Code SPRO

IMG Path Customer Service Solution Database Symptom
Define Symptom Types

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Short Description Symptom Type SM has been defined

4.1.3 Define Solution Types

General Description

Solution types are the highest level of grouping and categorizing for solution records
in the Solution Database. Each solution type has defaults for code group, catalog
type, and profile for tasks. The default value can be overwritten in each solution
record.

Purpose

To have a unique type of solutions for customer service

Configuration Details

Transaction Code SPRO

IMG Path Customer Service Solution Database Solution
Define Symptom Types
Short Description Solution Type SL has been defined

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5. Sales and Distribution

5.1 Basic Functions

5.1.1 Define Requirements Classes

General Description

In this menu option, you define and maintain the requirement classes with which you
control all functions relevant to requirements in logistics.

The requirement class controls the MRP and the requirements consumption strategy
as well as the relevancy for planning. Specifications on the settlement of the
requirement class, for example, the settlement profile and the results analysis key,
are preferably used by Materials Management and do not have to be used when
configuring the availability check and transfer of requirements.

The requirement class specifies the following points:

whether an availability check and a transfer of requirements is carried out for

a transaction (for sales documents, fine tuning using the schedule line
category is possible, see note),
whether the requirements are relevant for MRP,
the allocation indicator from the sales view which controls the settlement of
customer requirements with planned independent requirements
whether an item is to be settled to an auxiliary account assignment,
the settlement profile,
The results analysis key.

Purpose

In order facilitate the automatic rework order (with required order type) creation from
the repair sales order this setting has been done.

Configuration Details

Transaction Code OVZG

IMG Path Sales and Distribution Basic Functions Availability
Check and Transfer of Requirements Transfer of
Requirements Define Requirements Classes
Short Description For the Requirement Class 204, the order type has been
assigned as RW01.

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5.1.2 Define Requirements Types

General Description

In this IMG step, you change or define requirements types which identify the different
requirements, such as sales order requirements, delivery requirements or individual
customer requirements. The requirements types can be changed, for example, in
order to represent customer-specific terms.

Together with the item category and the MRP type of the material, an allocation to the
individual transactions in sales and distribution is carried out by means of the
requirements type. Every requirements type is allocated to a requirements class with
its corresponding control features.

While a requirements type is allocated to a single requirements class, a requirements

class can be allocated to several requirements types. As a result, it is possible to
control different transactions in a uniform manner with regard to their technical
procedure

Purpose

In order facilitate the automatic rework order (with required order type) creation from
the repair sales order this setting has been done.

Configuration Details

Transaction Code OVZH

IMG Path Sales and Distribution Basic Functions Availability
Check and Transfer of Requirements Transfer of
Requirements Define Requirements Types
Short Description For Requirement Type SERP, requirement class 204 has
been assigned.

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5.1.3 Determination Of Requirement Types Using Transaction

General Description

In the standard system, requirements types are determined according to a specific

search strategy beginning with the material strategy group.

Strategy for Determining the Requirements Type

First, an attempt is made to find a requirements type using the strategy group
in the material master.
If the strategy group has not been maintained, the system will determine it
using the MRP group.
If the MRP group has not been defined, the system uses the material type
instead of the MRP group when accessing the corresponding control tables.
If no requirements type is found here, the system assumes a special rule and
attempts to find a requirements type with the aid of the item category and the
MRP type.
If this is not possible, a last attempt is made to find a requirements type with
the item category only.
If the last attempt fails, the system declares the transaction as not relevant for
the availability check or transfer of requirements.

Purpose

In order facilitate the automatic rework order (with required order type) creation from
the repair sales order this setting has been done.

Configuration Details

Transaction Code OVZH

IMG Path Sales and Distribution Basic Functions Availability
Check and Transfer of Requirements Transfer of
Requirements Determination Of Requirement Types
Using Transaction
Short Description For Item Category IRRP, Requirement Type SERP has
been assigned.

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5.2 Sales

5.2.1 Define Repairs Procedure

General Description

In this IMG activity, you define the repairs procedures that you need so that actions
can be automatically created for the repair order. The repairs procedure contains the
rules according to which the system generates actions for the repair request item in
the repairs order.

The repairs procedure contains the following control elements:

Stages : Represent the individual steps or stages within the repair process
Actions : Represent the activities that are necessary to meet the customer's
repair requirements

In the repairs procedure, you assign actions to each stage in the repairs process that
may be carried out at that particular stage.

You then combine the action and stage to determine the type of action it is. The
following types are available:

An action that the system proposes automatically once a certain stage in the
repairs process has started. This is given the default indicator
An action that the system generates according to the repair indicator. The
repair indicator reports inspection lots, notifications or service orders back to
the repair order. This is given the confirmation indicator.
An action that requires permission and has to be created manually. This is
given a manual indicator

Purpose

In order to generate repair items automatically from the repair sales order based on
the transaction results, this settings has been done.

Configuration Details

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Transaction Code VORP

IMG Path Sales and Distribution Sales Documents Customer
Service Returns and Repairs Processing Define
Repairs Procedure
Short Description Repair Procedure for ACE created as ZACE

5.2.2 Define Item Categories

General Description

In this menu option, you define item categories for sales documents. The item
categories that are contained in the standard SAP R/3 System together with the
sales document types represent the usual business transactions. You have the
following options for defining your own item categories:

Copy an existing item category and change it according to your requirements.

Create a new item category.

Purpose

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In order to generate repair items automatically from the repair sales order based on
the transaction results, this settings has been done.

Configuration Details

Transaction Code SPRO

IMG Path Sales and Distribution Sales Documents Sales
Document Item Define Item Categories
Short Description Repair Procedure ZACE has been assigned to Item
Categories IRPA,IRRS & IRRA

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