Configuring Service Confirmations

In this part of the unit, the main configuration settings related to service confirmations are discussed.

Multiple confirmations can be created for a service order, for example, confirmations on a daily basis for tasks that require more than a day to complete. If multiple service representatives are working on an assignment, they can also confirm their work individually.

The following are some examples of features that are available for service confirmations:

• Contract determination: the system can determine valid service contracts for reference in a service confirmation. It is more common, however, to execute contract determination in the service order preceding the service confirmation, or even in the service request (if applicable). If a service contract is referenced, details from the contract are automatically copied into the subsequent service document. An example of this is as follows: a service order is priced based on a service contract that was determined in the service order. The pricing conditions are then copied over from the service order into the subsequent service confirmation.

• Warranty information: valid warranties for reference objects can be determined automatically and warranty information can be displayed in a service confirmation.

• Pricing: an accounting indicator can be used in a confirmation item to determine different pricing condition master records for products, based on absolute or percentage discounts and surcharges for services performed under warranty. As discussed earlier, this can also already be done in the service order preceding the service confirmation. The pricing conditions are then copied over from the service order into the subsequent service confirmation.

  Note

  The same logic as discussed here for an accounting indicator also applies to the use of a service type or a valuation type.

• Cost allocation: an accounting indicator can also be used in a confirmation item to determine, during period end closing, the ultimate settlement receiver of the incurred costs for the service. Separate line IDs per accounting indicator can be determined for the results analysis, or separate value fields in CO-PA.

• Billing: billing can be based on the resources planned in a referenced service process, or the resources actually confirmed in a service confirmation. A service type and a valuation type can be specified in a service confirmation item to determine different rates for billing (for example, weekend work, overtime, travel time, senior, or junior service representative).

• Document attachments: electronic documents can be attached to service confirmations.

• Serial number integration: entering serial numbers for service parts in service confirmations is also supported.

The default available transaction type for a service confirmation is SRVC (Service Confirmation). This transaction type has leading business transaction category BUS2000117 (Service Confirmation). It has also been maintained for business transaction categories BUS2000115 (Sales), BUS2000116 (Service Order/Quot.), and BUS2000126 (Business Activity).

Transaction type SRVC (Service Confirmation) has the following main configuration settings:

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

Other settings for transaction type SRVC (Service Confirmation) include a warranty check profile and a subject profile with standard damage codes (both maintained for business transaction category BUS2000116 (Service Order/Quot.)).

Default available item categories are as follows:

• SVCP (Service Product) is used for a service product in a service confirmation. It is assigned to object type BUS2000143 (Service Product Confirmation Item). For a service product with a fixed price, item category SFCS (Service (FixedPrice)) is used.
• SVCM (Service Part) is used for a service part in a service confirmation. It is assigned to object type BUS2000142 (Service Material Confirmation Item). For a service part with a fixed price, item category SFCM (Service Part (FxPrc)) is used.
• SVCE (Service Expense Item) is used for an expense item in a service confirmation. It is assigned to object type BUS2000158 (Service Expense Confirmation Item). For a service expense item with a fixed price, item category SFCE (Expense (FixedPrice)) is used.

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

Item category determination configuration for SRVC (Service Confirmation) has been set up by default in the system. See unit 2 of this course for more details concerning the configuration of this 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, settings for source transaction types SRVR (Service Request) and SRVO (Service Order) and target transaction type SRVC (Service Confirmation) are available. The corresponding settings on item category level are also available (such as copying control from source item category SRVP (Service Item) to SVCP (Service Product).

The copying control settings in Customizing where the combinations of source item category, and for the target transaction type, the target item category are defined, need to also be maintained. Navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Copying Control for Business Transactions→Define Item Category Determination when Copying.

An example entry is item category in the source document SRVP (Service Item), with target transaction type SRVC (Service Confirmation) and target item category SVCP (Service Product).

Besides the elements mentioned previously, the following configuration needs to be maintained:

• The date type SRVC_ACTUAL (start of Work) has been entered in the date profile assigned to the item categories used in the service confirmation. For example: date profile SRV_RM_ITEM1 (SAP Confirmation Service Item) which has been assigned to SVCP (Service Product) and date profile SRV_RM_ITEM2 (SAP Confirmation of Spare Part Item) which has been assigned to SVCM (Service Part) and also to SVCE (Service Expense Item).

• When using expense items in a confirmation, the item category determined for the expense item needs to be mapped to the correct cost element in Customizing.

  Note

  There is no mapping between the item category determined for an expense item and an activity type: activity type mapping is only relevant for service products. This makes sense because an activity type represents the rate at which a service product is costed; for an expense item, the expense amount is entered manually in the confirmation.

  In Customizing, navigate to SAP Customizing Implementation Guide→Integration with Other SAP Components→Customer Relationship Management→Settings for Service Processing→Time Sheet Integration→Define Derivation of Attendance Type, Activity Type and Cost Element.

• Similar to what needs to be set up for service orders, the integration with other scenarios in Logistics needs to be configured. The logistics scenario for material withdrawals needs to be defined, for example.

  In Customizing, navigate to SAP Customizing Implementation Guide→Integration with Other SAP Components→Customer Relationship Management→Settings for Service Processing→Logistics Integration→Create and Change Logistics Scenario for Material Withdrawal.

• Service confirmations can be used to enter working times (including travel time and overtime), service products, spare parts, and also expenses. As a prerequisite to be able to create a service confirmation, the service order for which it is created has to have the status Released. Multiple confirmations can be created for a service order. Using service confirmations without a preceding service order is also supported.
• Examples of features that are available for service confirmations: contract determination, a warranty check, pricing, cost allocation, document attachment(s), and serial number integration.
• Default configuration elements and settings are available.