Explaining Output Management for Service Orders

On release of a service order, the output Items for that service order are generated and are visible in a header area in the Output Control tab.

Note

Output Management is currently available only within the Manage Service Orders app.

The user can preview the output of the form for the service order in PDF format.

The form contains details about the ship-to address, requested service dates, customer contacts, item details and pricing, and has a placeholder for reference remarks. It is possible to configure the form as per business requirements.

Changes to a service order can require an update of the form. You can do this by clicking the Determine Items option in the service order. Only Released and Completed items are considered in the form. Rejecting a service order does not trigger a redetermination of items on the form.

Sending an e-mail can be triggered by choosing Send Output. The e-mail contains the service order details in a PDF file that is added as an attachment. E-mail addresses are determination based on the master data. Two default roles are supported: Contact Person and Sold-To Party.

The figure, Send Output, shows an example of an e-mail that is sent to the customer contact person with the e-mail template selected (based on the e-mail configuration).

The following templates are provided by SAP:

• CRMS4_SERVICE_ORDER_SUMMARY (Service Order Summary)
• CRMS4_SERVICE_ORDER_EMAIL_TMPL (E-Mail Template for Service Orders)
• SOMU_FORM_MASTER_A4

As stated before in the unit explaining service contracts, in SAP S/4HANA Cloud - Service, a flexible way is available of defining whether a service contract, a service quotation and/or a service order is relevant for output. Rules can be defined for each type of document individually. The slide shows rules set up for a service order. This can be done in a similar way for a service contract and/or a service quotation.

The fields Error Status, Cancellation Status, Release Status and Open are available as columns in the decision table used to set up the output relevance for a service order. For a service contract, the field Error Status is available to do this. For a service quotation, the field Release Status can be used.

Note

Since this topic is also relevant for both service contracts and service quotations, it is also discussed in the respective units of this course discussing these documents.

Service contract IDs can be printed on output forms of service orders at both header and item level. This saves time when searching for the service contract IDs, which are used to handle customer calls and emails.

Note

The gateway service FDP_CRMS4_SRV_OUTPUT_SRV, which contains the entities ServiceContractNode and ServiceContractItemNode, is used to fetch data of service contract IDs for the output forms.