Creating a new service order using the SAP Fiori app Manage Service Orders is a simple process. The basic steps are explained below. Once the service order is created, you can change the order details later by using the Find option in the app to search for the created service order.
To release a specific service order, follow these steps:
As an alternative, you can also go into the service order, switch to Edit mode and change the entry in the field Status to Released (followed by Save).
There are many detailed features and functions available within the SAP Fiori app for creating and managing service orders. An example is the option to download a list of service orders as a file.
Start the app and then enter your set of filter criteria for the service orders you want to retrieve and choose Go. The list of service orders for the entered selection criteria appears at the bottom of the screen. A link is available to export the list as a file.
The user interface for the app Manage Service Orders (and similar apps like Manage Service Quotations) can be adapted: custom fields can be added, using a menu option called Adapt UI.
This option is only available when displaying a service order in a production system. Custom fields cannot be added when editing service orders. This is intended behavior. Ideally, changes to the user interface should be made in a development system and then they should be transported to the production system.
SAP Knowledge Base Article (KBA) 2885507 - Missing "Adapt UI" option explains the system behavior discussed above.
The process flow is a visual representation of the transactional information flow for a service order. It shows what follow up documents (and how many) have already been created for a service order and also what their document numbers are.
It organizes and shows the various process steps for a service order in a chronological order.
The process flow is also dynamic, which means that a particular document will be shown only if it is available as part of the actual flow of that service order. For example: a service quotation will only be shown, if it is actually attached to the current service order.
The following objects can be shown in the process flow for a service order:
If multiple instances of the same type of document (like a service confirmation) are available, they show up stacked in the process flow.
In the app Service Order Issues, you can use filters to display only the issues based on your filter settings. At the top of the screen, choose Adapt Filters, select More Filters and choose Go.
You can change views by selecting, for example, a different dimension for reporting. It is also possible to export the results to a spreadsheet.
To analyze service order issues, follow these steps:
The following SAP Fiori apps have been enabled for tablet mode which allows for more flexibility in terms of usage of these apps:
Tablet mode is supported for the operating systems:
SAP Service Cloud is a comprehensive customer service solution that supports omnichannel customer experiences and contact center efficiency. It increases customer loyalty with reliable, personalized omnichannel service, and drives business growth by delivering service excellence.
Some of its characteristics are:
The Agent Desktop is the central work environment for an agent in SAP Service Cloud Public Edition . It consolidates all attributes and object references that support the control and orchestration of a communication process, an interaction process, and the supported business processes for an interaction with a customer. The Agent Desktop also provides the main tools for the agent.
Service order management in SAP S/4HANA Cloud Public Edition integrates service processes with SAP Service Cloud Public Edition and the Agent Desktop. This integrated solution enables service agents to launch processes in SAP S/4HANA Cloud Public Edition directly from the agent console.
The following features are available:
Costs and revenue can be planned on a service order. This feature has the following properties:
You can view the latest data of planned cost and revenue when relevant changes occur in your service planning process. Additionally, you can monitor the always up-to-date planned margin in percentage, which allows you to have a better planning view.
This feature is available under Ongoing on the tab called Planned Cost and Revenue in the Manage Service Orders app at both header and item level.
You can assign work breakdown structure elements (WBS elements) as attributes to service transactions such as service contracts, service orders, or repair orders. In service transactions, a WBS element is used as an attribute of a profitability segment, which allows you to associate the cost and revenue of service transactions with a project and analyze profitability at project level.
SAP S/4HANA Cloud, public edition - Service also contains the possibility to create substitution rules to determine the costing variant for service documents. You can use the app Manage Substitution/Validation Rules - Service Documents to define substitution rules for service transactions (service documents). Substitution rules signify which profit center, costing sheet, functional area, and settlement profile is applied.
When you create a service transaction, the system uses the conditions that you have defined in the substitution rule to derive the available target field for the item. When you make any changes to the service transaction item, the system automatically redetermines the profit center, costing sheet, functional area, or settlement profile using the conditions which were defined for the item.
The ongoing planned cost and revenue can be calculated and the ongoing planned margin can then be updated automatically before you release a service order.
This feature allows you to check the planned margin of a service order before its release, and, if required, make changes in the service order to increase the profit margin.
You can view the early calculated results under Ongoing on the Planned Cost and Revenue tab in the Manage Service Orders app at both header and item level.
When using service bundles, in order for the ongoing planned cost and revenue to be calculated automatically before releasing the service order, the items in a service order or service bundle must be error-free.
The ongoing data are still updated automatically whenever changes are made to a service order. For example, when you add a service order item or edit an item, a recalculation of the ongoing values is triggered.
The following video shows this functionality:
In this process step, once an activity for a service order is completed, a follow-up service confirmation is created. It includes setting the confirmation to Completed. If it is the final confirmation for the activity (the item in the service order), the Final Confirmation checkbox must be selected.
By default, the confirmed items are set up for complete billing to the customer. This means you can only bill an item of the service order to the customer once all items of the service order have been confirmed and all item statuses have been set to Completed. Alternatively, you can change the item category used in a service order to partial billing (SCP3, SCE3, or SCS3). Partial billing allows you to bill a single item of a service order as soon as it is confirmed, even if the other items have not yet been finalized.
Once the status has been set to Completed, the confirmation cannot be changed further: it can only be canceled. Once the final confirmation has been set, the life cycle status of the related service order is automatically set to Completed. This is the prerequisite for the items to be released for billing. However, it is still possible to cancel the confirmations.
There is a specific template business role available for a customer service technician, who needs to perform these steps in the service process. This template role is called SAP_BR_CUSTOMER_SRVC_TEC. It is part of the Business Catalog with the ID SAP_S4CRM_BC_CUST_SRVC_TEC_PC. With this role, a user can create, complete, and cancel confirmations. Assignments can also be checked, expenses can be booked, and unplanned items can be added to a service order.
To create a service confirmation, follow these steps:
Service confirmations are created to report working time, service parts, and expenses, while performing a service. When a service confirmation is completed, the working hours are transferred to the cross-application time sheet (CATS). For the service parts used, a goods issue is posted using a material document and for the expenses a controlling document is created in accounting.
When such follow-up documents are created, the posting date is determined by the system, which is passed on to the follow-up documents. It is not possible to enter a date manually, to be used as the posting date for these follow-up documents. For example, an expense was paid three days ago, therefore these expenses should be posted to this date and not to the date when the service confirmation is completed.
For this reason, a field called the Service Rendered Date was introduced. It represents the date on which the expenses were incurred or a goods issue was posted for a service part picked from stock.
For a confirmation, there is a page with header details and there are also pages with specific item details. There you can find this field for a service confirmation item.
The previously mentioned Service Rendered Date field is passed on to the follow-up documents such as a controlling and/or a material document. This field is then used as the new posting date for these documents instead of the posting date that is originally determined by the system. It is also considered as the tax date for tax calculations at the item level. For services (as opposed to expenses and service parts), the start of work date is used as the service rendered date and in turn as the tax date.
If the service rendered date is entered, this date is also passed on to the billing document request (BDR) items. Each BDR item considers this date as the tax date for tax calculation.
The Service Rendered Date field is also available for expenses and pick-from-stock items that are used as sub-items of a service bundle.
A list of all the counters of an equipment or functional location (maintained in a service confirmation header and Item) is available from within a service confirmation. The latest reading details for each counter (like reading ID, value, last reading dates, and so on) are available. Navigation from a service confirmation to display a created measuring point and/or measurement document, is also available. A new measurement document can also be created.
Editing the confirmation (Web UI) is available in the item confirmation page (in the third column). The confirmation Edit option takes the user to the Web UI confirmation header page for editing the document. The Edit option is disabled when the confirmation has the status Completed.
Concerning the canceling a service order: in the Manage Service Orders app, after a service confirmation is canceled, the status of the relevant service order item (whose service confirmation has been canceled) is set to Completed. The status cannot be changed from Completed to other statuses anymore. As a result of this, when setting the status of the service order back to Released and trying to create a service confirmation for this service order item again, no items to be confirmed can be found. This is standard system behavior for the Manage Service Orders app.
In order to be able to create a new service confirmation, a new service order item needs to be created for this service order. Then the service confirmation for this new service order item can be created.
