Repair/Service Process

In SAP
By Suresh Kola
Lead Consultant
 TABLE OF CONTENT
Overview
Process Execution
Prerequisites
Configuration Setup
Master Data Setup
Process Execution
Service Notification
Repair/Service Order
Return Delivery For Service Item
Post Goods Receipt for Service Item
Stock Overview
Service Maintenance(SM) - Order
SM - Order Display
SM - Order change
SM - Order Confirmation
SM - Techo Confirmation
Delivery Of Service Item
Customer Billing

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Overview
Returns and repairs processing provides you with a wide range of functions for managing all
the necessary activities which repairing goods for a customer entails, from registering the
repair request from the customer through to billing the customer for the services performed.

Process Execution

Prerequisites

Configuration Setup
To execute the repair/service process, we need to ensure to have document types below
along with other configuration setup.
● Service Notification
○ S1 - Service Notification
● Sales Document Type - RAS - Repairs / Service
○ RAS - Repairs / Service
● Service Order Type - SM03 - Repair/Service Process
○ SM03 - Service Order: Repairs Processing

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Master Data Setup
To execute the repair/service process, we need to ensure to have master data below along
with other master data setup.
● Customer
● Serviceable Item
● Service Item
● Activity type

Process Execution

Service Notification
Execute IW51→Enter Service Notification type “S1” →Go to the details screen.

Enter Customer code and Sales area.

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Enter the Damage, Cause, etc collected from the customer.

Click on the “Create Repair Order” action button and enter the details below.
Repair/Service order type, Sales area, service item, serviceable item, quantity and then click
on the “Notification and Order”.

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Once the sales order is created, it will be visible under the document flow of Service
Notification.

Repair/Service Order
Copy the order number→Execute VA02/03→input the number and go to the details of it.
Select the line item and click on the “Repair button”.

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Returns is activated automatically which determines a separate line item to take the
damaged product back to service location.

To view the return item, go back to the main screen, choose→Edit→Display range→All
Items.

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A separate item is added with the return item category.

Return Delivery For Service Item

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Save the return delivery document.

Post Goods Receipt for Service Item

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Stock Overview
The stock is received to service location under unrestricted special stock which cannot be
consumed for any other activities.
To check this, execute MMBE→input the material code, Plant and storage location and
check the stock.

Service Maintenance(SM) - Order

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SM - Order Display
To view the order→Execute VA03→Navigate to Repair tab and click the SM Order button.
NOTE: There is a separate section that displays the different stage and the quantity like
Under repair, Repaired, delivered, etc as per the phase/activity being done.

SM - Order change

Execute IW32→Enter the SM Order and go to the details.

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You can see the operations to be performed, required parts/components to be replaced and
its costs.

SM - Order Confirmation
Once the operations are completed, the service team has to confirm the activity wise details
to calculate the actual cost. I.e., number of hours, personnel, etc.
Execute IW41→Input order number→Go to the details→Save the details.

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Select each operation→Input the required details in it and then save the document.

SM - Techo Confirmation
Once the service operations are completed, the service team has to perform Techo
completion for further activities.

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Delivery Of Service Item
Once the “Technical completion” is done, stock is updated accordingly in the repair tab of
order. I.e., Repaired and For delivery.

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A new line item is created for delivery accordingly.

Execute VL01N→Enter the required details and perform picking and PGI.
Once the PGI is performed, stock will be reduced from the special stock.

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Customer Billing
If it is a paid service or the item is not under warranty, the service company is required to bill
the customer with the consumed service and spare parts/components.
Execute DP90→Input SM order/Repair Order→Go to the details.

In the screen below, the system displays the actual cost as per the confirmation by the
service team.
Click on the “Billing request button” to add a new line item in the repair order to bill the
customer.

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System navigates to the repair order in which a new line item is added for customer billing.
Note: System adds a new material code that represents the service cost. It is determined
through Dynamic Item Processor(DIP) Profile.

Actual cost is determined by EK01.

Execute VF01→Input the repair order→Create customer billing.

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Thank You

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