Configuring Service Order Quotations and Service Orders

When creating a service order, it is possible to link the individual items in the order to each other to form a hierarchy. This is done by entering the number of the superior item in the Higher-Level Item field for a lower-level item. This is useful if, for example, the determined item category of the lower-level item needs to depend on the item category of the higher-level item to which it is assigned.

The system posts costs automatically to the account assignment object of the higher-level item. This is also true, if, for example, unplanned confirmation items are assigned to a planned confirmation item.

In this part of the unit, the configuration for service order quotations and service orders is introduced.

To check the configuration of transaction types in SAP S/4HANA, in Customizing navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Transaction Types.

The standard transaction type in SAP S/4HANA for service order quotations is SRVQ (Service Order Quotation). This transaction type has leading business transaction category BUS2000116 (Service Order/Quot.). It is also maintained for business transaction categories BUS2000115 (Sales) and BUS2000126 (Business Activity).

The item categories used for transaction type SRVQ (Service Order Quotation) are all configured (for business transaction category BUS2000115 (Sales)) to be quotation items (field Relevance for Quotation set to 2 Is a Quotation). This is also the reason why in the SAP Fiori app Search Service Order Quotations these SRVQ (Service Order Quotation) documents are shown.

The standard transaction type in SAP S/4HANA for service orders is SRVO (Service Order). This transaction type also has leading business transaction category BUS2000116 (Service Order/Quot.). It is also maintained for business transaction categories BUS2000115 (Sales) and BUS2000126 (Business Activity).

The item categories used for transaction type SRVO (Service Order) are all configured (for business transaction category BUS2000115 (Sales)) to be sales/service items (Relevance for Quotation field set to 0 Is a Sales / Service Trn.). This is also the reason why in the SAP Fiori app Search Service Orders these SRVO (Service Order) documents are shown.

Transaction type SRVT (Service Order Template) is available for a service order template. It again has leading business transaction category BUS2000116 (Service Order/Quot.), and is also maintained for business transaction categories BUS2000115 (Sales) and BUS2000126 (Business Activity).

As an example, transaction type SRVO (Service Order) has the following main configuration settings:

The standard available item category for a service item in a service quotation is SRQP (Service Item), SFQS (Service (FixedPrice)) for a service item in a quotation with a fixed price, for a service part SRQM (Service Part) (SFQM (Service Part (FxPrc)) for a service part with a fixed price), for an expense item SRQE (Expense) (SFQE (Expense (FixedPrice) for an expense with a fixed price) and for a sales item SRQS (Sales Item).

The standard available item category for a service item in a service order is SRVP (Service Item) (SFOS (Service (FixedPrice)) for a service item with a fixed price), for a service part SRVM (Service Part) (SFOM (Service Part (FxPrc)) for a service part with a fixed price), for an expense item SRVE (Expense) (SFOE (Expense (FixedPrice) for an expense item with a fixed price), and for a sales item SRVS (Sales Item).

To check the configuration of item categories in SAP S/4HANA, in Customizing navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Item Categories.

The service item object type, which defines the business context for the item category, is BUS2000140 (Service Product Item) for item category SRVP (Service Item). The other mentioned item categories have their own specific service item object type assigned.

The standard available item category for a service item in a service order template is SRTP (Service Item), for a service part SRTM (Service Part), for an expense item SRTE (Expense), and for a sales item SRTS (Sales Item).

The following table provides an overview of some important settings for the mentioned item categories:

Initially, the setting on item category level called Confirmation Relevance was copied from a service order template item to a service order item. The setting for a service order item category itself was not read, and the value was simply taken over from the item category of the template item. So, it was necessary to maintain the Confirmation Relevance flag already in the service order template item. This behavior changed with SAP Note 2918050 - Service Order Copy Process For Field 'Confirmation Relevance'. If this note is implemented in a specific SAP S/4HANA system, the Confirmation Relevance flag can be safely removed for the item categories used for service order template items in that system.

Item category determination configuration for SRVQ (Service Order Quotation), SRVO (Service Order), and SRVT (Service Order Template) have also been set up by default in the system.

Besides the configuration of transaction types for service order quotations, service orders and service order templates, item categories and the item category determination, copying control settings on transaction type and item category level are also required. In the standard configuration available for SAP S/4HANA Service, the following examples of entries for copying control (amongst others) on transaction type level are available:

The following entries for copying control on item category level are available (amongst others):

The copying control settings in the Customizing transaction called Define Item Category Determination when Copying also need to be maintained. Navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Copying Control for Business Transactions→Define Item Category Determination when Copying.

Here, it is possible to see that, for example, a service spare part item in a quotation (item category SRQM), when copied into a service order (transaction type SRVO) will lead to a service part in the service order (item category SRVM). Another example is as follows: a service item in a service order template (item category SRTP), when copied into a service order (transaction type SRVO) will lead to a service item in that service order (item category SRVP).

Service order templates are used to define reusable sets of service-related data that can minimize the amount of time required to create a service transaction. A service order template describes only the scope of planned services and not the actual execution (customer and time frame).

Service order templates basically have the same characteristics as service orders. Hierarchies of templates can be created by referencing a template from within another template. Depending on the specific copying control settings in Customizing, it is possible to do the following:

• Create a service order on the basis of a service order template, as a follow-up transaction.

• Create a service order template on the basis of a service order, as a follow-up transaction.

FPS02 for SAP S/4HANA 2023 introduced the concept of "price items" for the transaction types SRVQ, SRVO, MSQ1 and MSO1. A price item is a kind of "fixed price" item, that you can add to a service quotation or a service order for as long as this service quotation or service order is not yet completed. It can (for example) be used in a situation where a planner agrees with a customer on an additional price the customer has to pay, without wanting to change the original cost planning (or ongoing execution) of a particular service order. Later on, when it is time to bill the price item, it needs to be completed, and then you can use the option Release for Billing. After this step, the billing document can be created.

• In transaction type SRVQ, you can maintain a price item as a sub-item of item categories MSQ1, SFQS, and SRQP.
• In transaction type SRVO, you can maintain a price item as a sub-item of item categories MSI1, SBOS, SFOS, SRVP.
• In transaction type MSQ1, you can maintain a price item as a sub-item of item category MSQ1.
• In transaction type MSO1, you can maintain a price item as a sub-item of item category MSI1.

You can use ad hoc billing to define billing values and dates freely for fixed price service order items. This feature is particularly helpful if you want to create billing document requests (BDRs) for fixed-price service order items with a long duration, that you want to be able to bill on specific dates and not just when the service order item is completed.

For ad hoc billing, you can use the following predefined item categories:

• Service item with ad hoc billing: SrvItm (Ad Hoc Bill) (SBOS)
• Expense item with ad hoc billing: ExpItm (Ad Hoc Bill) (SBOE)
• Service part with ad hoc billing: SrvPrt (Ad Hoc Bill) (SBOM)
• Intercompany service item with ad hoc billing: ICO Service (Ad Hoc) (SVAI)

To create the billing document requests (BDRs) for open billing request lines in billing plans, you can manually schedule jobs by using the report Generate BDRs for Service Order (CRMS4_SRVORD_BDR_GEN). You can find the report using the SAP GUI in the SAP Easy Access menu under Service→Service Processes. This report contains three options to select for which kind of items you want to create BDRs (items with billing plan, billable service order items and/or billable confirmation items).

Billing plan templates allow you to specify reusable sets of data needed to create ad hoc billing plans for service order items. You can use a billing plan template to create billing request lines (BRLs) for an ad hoc billing plan in advance so that BRLs can be added to the billing plan automatically. This way, you don't need to create BRLs manually and minimize the time to create an ad hoc billing plan for a service order item.

The following steps describe how to use a billing plan template for an ad hoc billing plan:

1. Create a billing plan template using the Customizing activity SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Billing Plan→Create Billing Plan Templates.
2. In the billing plan template, create billing plan template lines and enter data in each billing plan template line that corresponds to the data for a billing request line (BRL).
3. When using the app Manage Service Orders, on the Billing tab, choose Create from Template when creating an ad hoc billing plan for a service order item.
4. On the popup screen, search for a billing plan template and select the one you want to use for the ad hoc billing plan. This way the data from the billing plan template lines that you have created is copied to the ad hoc billing plan as BRLs.

Release 2023 of SAP S/4HANA introduced the possibility to execute an availability check for a service part (for example, item category SRVM) in a service order. During the availability check (also called the ATP check), the system checks whether a product contained in a service order can be confirmed as available (sufficient stock is available or can be produced or purchased on time).

You can perform an ATP check for sales items and for service part items in a service order. For service part items, the system performs a simulative ATP check only. During the check, the system doesn't lock/block/reserve the stock service parts available. That means that, for example, two users can access the same stock in parallel during the check. For sales items, a non-simulative ATP check is also possible: If the ATP type is set to C, the system temporarily locks the items during the check.

You can add several new columns and the option Check Availability (via personalization) to the items list in a service order. You need to select the Service Part Items view.

In Customizing, the only necessary setting is to assign an ATP profile to the relevant service parts item categories, for example SRVM.

When creating a service quotation or a service order, it is important for the service professional to know whether a valid warranty exists for the reference object in the document. In SAP S/4HANA Service, the system can check whether a time-based warranty is assigned to and still valid for the assigned reference object (equipment or functional location).

Setting up a warranty check consists of the following steps:

1. Create a warranty profile in Customizing.

   Navigate to SAP Customizing Implementation Guide→Service→Transactions→Settings for Service Transactions→Define Profile for Warranty Check.

2. Assign the created warranty profile to the relevant transaction type(s) in Customizing.

   Navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Transaction Types. Enter the profile in field Warranty Check, which is available for business transaction category BUS2000116 Service Order/Quot..

3. Create a characteristic representing the warranty time, like WARRANTY_TIME (or reuse an existing one).

   In the SAP Easy Access menu structure, navigate to Logistics→Plant Maintenance→Management of Technical Objects→Environment→Classes→Master Data→Characteristics or enter transaction code CT04 (and press the Enter key on your keyboard) in the command field.

   In the next step, this characteristic will be defined as a warranty counter.

4. In Customizing, define the characteristic created during the previous step as a warranty counter.

   Navigate to SAP Customizing Implementation Guide→Plant Maintenance and Customer Service→Master Data in Plant Maintenance and Customer Service→Basic Settings→Warranties→Define Warranty Counters.

5. Create a master warranty.

   In the SAP Easy Access menu structure, navigate to Logistics→Plant Maintenance→Management of Technical Objects→Environment→Master Warranties→Create or enter transaction code BGM1 (and press the Enter key on your keyboard) in the command field.

   On the Services tab page, maintain the service products relevant for warranty determination. Then select each service and on the Counter tab page, maintain the counter created above (see step 4) per service.

6. Assign the created master warranty to the relevant technical object (equipment or functional location).

   In the SAP Easy Access menu structure, navigate to Logistics→Plant Maintenance→Management of Technical Objects→Equipment or Functional Location→Change. You can also use transaction codes IE02 or IL02 to access the technical objects.

   Note

   The sub screen for warranties (sub screen 110) must be included in the view profile that is assigned to the equipment or functional location category of the technical object to which the master warranty needs to be assigned. To check this in Customizing, navigate to SAP Customizing Implementation Guide→Plant Maintenance and Customer Service→Master Data in Plant Maintenance and Customer Service→Technical Objects→General Data→Set View Profiles for Technical Objects.

7. Check the results of the warranty check in a service order: create a new service order and maintain the equipment or functional location ID in the corresponding field on header level. If the warranty has been maintained correctly, it will be assigned automatically to the service order and an information message is automatically displayed concerning the warranty.

The following is a list of some other important configuration settings related to service order quotations and service orders:

• For the determination of the pricing procedure, a document pricing procedure needs to be assigned to the transaction type(s) used for the service order quotations and the service orders themselves. As a default, entry S1 Service Order can be used for all transaction types for service order quotations and all transaction types for service orders.

  Note

  See also the lesson of this course called: Configuring Pricing for Service Transactions.

  In Customizing, navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Transaction Types.

• To define priorities for service orders in Customizing, navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Priorities for Business Transactions.

• Service and response profiles are used to represent service level agreements (SLAs) in SAP S/4HANA Service.

  In Customizing, navigate to SAP Customizing Implementation Guide→Service→Transactions→Settings for Service Transactions→Define Availability and Response Times.

  These profiles and their functionality have already been discussed previously in this unit.

• Transaction type SRVQ (Service Order Quotation) normally uses a specific action profile called SERVICE_QUOTATION (Order Quotation: Generate Follow-Up Transaction and Print).

  Note

  In the training system, this profile has been removed from transaction type SRVQ to be able to properly support the "requote" scenario (that was introduced with FPS02 for SAP S/4HANA release 2023).

  In Customizing, navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Transaction Types. This is where you can assign an action profile to a transaction type (amongst other settings).

  The profile itself is defined using SAP Customizing Implementation Guide→Service→Basic Functions→Actions→Actions in Transaction→Change Actions and Conditions→Define Action Profiles and Actions. Look at the settings for action profile SERVICE_QUOTATION (Order Quotation: Generate Follow-Up Transaction and Print).

  Using the settings provided in this profile, the system evaluates the conditions, which leads to the scheduling of actions. More details concerning the configuration of actions (using the Post Processing Framework (PPF)) is provided elsewhere in the course.

• Besides the configuration of transaction types for service quotations, service orders and service order templates, item categories and the item category determination, copying control settings on transaction type and item category level are also required. For all of these elements, default entries/settings are available in SAP S/4HANA Service.
• FPS02 for SAP S/4HANA 2023 introduced the concept of "price items" for the transaction types SRVQ, SRVO, MSQ1 and MSO1. A price item is a kind of "fixed price" item, that you can add to a service quotation or a service order for as long as this service quotation or service order is not yet completed.
• You can use ad hoc billing to define billing values and dates freely for fixed price service order items. This feature is particularly helpful if you want to create billing document requests (BDRs) for fixed-price service order items with a long duration, that you want to be able to bill on specific dates and not just when the service order item is completed. Billing plan templates can also be defined.
• You can define and execute an availability check for a service part (for example, item category SRVM) in a service order.
• The system can check whether a time-based warranty is assigned to and still valid for the assigned reference object (equipment or functional location) when creating a service quotation or a service order. This warranty check needs to be configured.