Creating Service Orders and Service Confirmations

Creating a new service order using the Manage Service Orders SAP Fiori app 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.

1. Log on to the SAP Fiori launchpad using the Customer Service Manager role (based on template role SAP_BR_CUSTOMER_SRVC_MGR).
2. Under the Service Order Management header, choose the Manage Service Orders app.
3. Choose Create Service Order.
4. Enter all required data to create a service order.
5. Choose Save and Edit.

Note

Since release 2302 of SAP S/4HANA Cloud 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.

Costs and revenues can be planned on a service order. This feature has the following properties:

Note

Choose each property to learn more about it:

Note

Since release 2302 of SAP S/4HANA Cloud 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.

To release a specific service order, follow these steps:

1. Log on to your SAP Fiori launchpad home page using the Customer Service Manager role (based on template role SAP_BR_CUSTOMER_SRVC_MGR).
2. Choose the Manage Service Orders app.
3. Find your service order (based on relevant selection criteria) and choose the Release icon. You can now see that the Life Cycle Status of the order is updated to Released.

Note

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.

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:

1. Log on to the SAP Fiori launchpad using the Customer Service Technician role.
2. Choose the Manage Service Orders app and find the service order for which a confirmation needs to be entered.
3. Choose the Create Service Confirmation action for your service order in the list.
4. Enter all data related to the service confirmation.
5. Change the life cycle status to Completed.
6. Choose Save.

Note

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. After this, the service confirmation for this new service order item can be created.

See SAP Knowledge Base Article (KBA) 3087091 for more information.

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:

• Solution order
• Service quotation
• Service order
• Service confirmation
• Billing document/invoice

If multiple instances of the same type of document (like a service confirmation) are available, they show up stacked in the process flow.

Releasing an order item for billing creates a document called a billing document request. This document is the basis for the billing clerk to create an invoice document for the customer. This process step is part of the Customer Service Manager role and not the Customer Service Technician role.

To release a set of service order items, follow these steps:

1. Log on to the SAP Fiori launchpad as a user that has the Customer Service Manager role (SAP_BR_CUSTOMER_SRVC_MGR) assigned.
2. Navigate to the Service Order Management tile group.
3. Choose the Release For Billing app.
4. Find your order items and choose Release for Billing.

Note

In the 2202.1 release of SAP S/4HANA Cloud - Service, in the Release for Billing app, the following filters have been provided to refine the search for service order or service confirmation items that can be released for billing:

• Sales Organization
• Distribution Channel
• Division

These fields can be added by choosing Adapt Filters.

Note

Since release 2302 of SAP S/4HANA Cloud you can create single customer invoices for service transactions (for example, service orders) whose respective items have different divisions. This enables you to perform granular financial reporting (for example, profitability) down to divisions at item level.

To create a billing document (invoice), follow these steps:

1. Log on to the SAP Fiori launchpad using the Billing Clerk role (based on template role SAP_BR_BILLING_CLERK).
2. Choose the Create Billing Documents (Billing Due List Items) app.
3. Define all your default settings and select the items for billing that are required (based on a billing document request).
4. In the Create Billing Documents dialog box, enter the following values:
   • Billing Type: F2 Invoice (F2)
   • Billing Date: today's date
5. Choose OK.
6. In theF2 Invoice screen, choose Save.

Note

Service quotations and service orders have also been integrated into the SAP Fiori app called Customer 360° View - Version 2 since release 2208.1.

In SAP S/4HANA Cloud, intercompany billing for service documents is also supported. A resource-related intercompany billing request can be created. This billing request is generated for the time recordings and expenses related to intercompany services. The Service Order field (see above) which covers both the service order and the repair order has been added as an optional field to the Resource Related Billing Between Company Codes job that you can create for intercompany billing.

Note

See scope item Intercompany Billing for Service Documents (53Y) for more details.

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:

1. Log on to the SAP Fiori launchpad using the Customer Service Manager role (based on template role SAP_BR_CUSTOMER_SRVC_MGR).
2. Navigate to tile group Service Monitoring and Analytics.
3. Choose the Service Order Issues app and start your reporting.

The following SAP Fiori apps have been enabled for tablet mode which allows for more flexibility in terms of usage of these apps:

• Manage Service Orders
• Manage Service Order Templates
• Release for Billing
• Process Service Orders

Tablet mode is supported for the operating systems:

• Surface (Microsoft)
• Android
• iOS

Note

Select the highlighted objects below to learn more about them:

Since release 2202, service order management in SAP S/4HANA Cloud integrates service processes with SAP Service Cloud and the Agent Desktop. This pre-integrated solution enables service agents to launch processes in SAP S/4HANA Cloud directly from the agent console.

This provides the following features:

• It eliminates the need to switch applications for agents for common operations (such as checking a service order status). No need to switch to SAP S/4HANA Cloud anymore. Instead, service orders appear in the time line on the agent console.
• It simplifies a project implementation: core processes stay in SAP S/4HANA Cloud. Documents appear in SAP Service Cloud contextually through mash-ups.
• It offers true front-back office support: SAP products connecting as one pre-integrated solution.