Manage Service Orders: creating service orders (and confirmations)
This topics provides more details regarding the app Manage Service Orders. This topic is included since this is one of the key apps used in scope item Service Order Management and Monitoring (3D2).
The Manage Service Orders tile shows the number of items on the manager’s To Do List. Managers can use the various KPIs to prioritize their actions:
- Open Orders: Shows all orders corresponding to the manager’s authorization with status Open.
- Unassigned Orders: Shows all orders corresponding to the manager’s authorization that do not have a responsible employee assigned.
- Without Confirmations: Shows all orders corresponding to the manager’s authorization that do not have an active confirmation assigned.
Search criteria in the SAP Fiori app Manage Service Orders
The Requested Start Date and External Transaction Number fields are examples of field that are available as search criteria for service orders in SAP S/4HANA Cloud. And there are many more field available.
The resulting list shows six tabs to differentiate the results, based on the priority of the information for the manager who started the search:
- All Service Orders: Lists all the service orders in the system.
- Unassigned Orders: Used primarily for external interfaces where service orders could get created without a responsible employee assigned (as the external systems may not have the Employee Responsible concept or may not have it integrated) and the employees responsible can be reassigned through this tab.
- Open Orders: Lists all service orders with status Open.
- Without Confirmations: Orders that are released (and contain no errors) and are eligible for confirmation creation but do not yet have any confirmation created.
- With Open Confirmations: Orders that have at least one Confirmation with the status Open.
- Billable Confirmations: Orders that are completed and relevant for billing.
Search results in the SAP Fiori app Manage Service Orders
The Search Results figure shows the results of a possible search. In this example, all service orders are presented to the user and the user can check, for example, the life cycle status of the selected orders.
Assigning a responsible employee to a service order
It is possible to assign an employee responsible to an order that does not yet have one. This is useful for orders created by external interfaces that do not have employees synchronized with SAP S/4HANA Cloud.
Navigating to a service order from the list of orders
After navigation from the resulting list of a search, two columns are displayed. One column shows the list page. The other column shows the service order detail page.
Service order detail page
The service order detail page of an order gives the user all information required at a managerial level to have an overview of the order progression. It also shows the Key Process Indicators (KPIs) related to the selected order.
Graphs on the page showing the details of a service order
The Price Overview graph (1) gives the user an overview of the gross price for the service order, the net price for the service order, and the tax value (difference between gross and net).
The Duration graph (2) shows the difference between the planned quantity for the service order and the actual quantity on the confirmations.
The Progress graph (3) indicates the progress of the service order with respect to the number of confirmations and billing done. The progress cannot be 100% before the complete order is released to billing.
The Gross Value graph (4) shows the difference between the planned gross value on the service order and the actual gross value on the confirmations.
Editing service orders and confirmations
At a later stage, if you want to edit a service order or a confirmation, select Edit.
Quick actions for a service order are available for the following purposes:
- Edit service order
- Release service order
- Create service confirmation
- Reject service order (all items)
Service order header tabs
Header facets (tabs) give the user detailed information specific to the header of a service order. You can navigate to the individual items/confirmations from within the items block on the screen.
The item details page shows the user all the relevant details of one service order item. The graphs provided at item level show a comparison between planned quantities (on the order) and actual quantities (in the confirmations).
Service order item tabs
The facets/tabs at the item level provide the user with specific information related to certain aspects of the item, such as price details or the transaction history of the item.
Service Level Agreement fields
Service Level Agreement (SLA) fields are available in the user interface. They contain Service Level Agreement (SLA)-specific data. This requires configuration in SAP S/4HANA Cloud related to enabling service level agreements, using a Self-Service Configuration User Interface (SSCUI).
The Confirmations tab
Confirmation details can be viewed from the Confirmations tab. Confirmations do not have a dedicated header tab. However, header-specific confirmation information is available in each of the confirmation items for easy reference.
Many different item categories are available in SAP S/4HANA Cloud - Service to be used in service documents. They represent the different processes that are available at the item level in a service document. Examples include service items, expense items, and normal and Fixed Price (FP) service bundles.
Life Cycle Status
The life cycle status of a service order is represented by a micro chart. It is also available on the service order details page.
Release for Billing (for fixed price service orders)
For fixed price orders, the release for billing of an item can be done from within the Service Order Items tab. In this case, no pop-up appears and the service order is released for billing for all items combined.
Ad-Hoc Billing for Fixed Price Service Order Items
Ad-hoc billing enables you to use ad-hoc billing plans in the Manage Service Orders app 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 use the tab called Billing Plan, which is available on the details page of a service order item. Ad-hoc billing allows you to do the following:
- Define the dates on which billing is to occur and the value that is to be billed. For each billing date defined in an ad hoc billing plan, the system generates one billing request line.
- Bill the remaining net value in one go, which enables the system to automatically generate a billing request line with all the remaining net value for a service order item.
For ad hoc billing, you use the following predefined item categories:
- Service Product Item (Ad Hoc Billing) (SVP6)
- Service Bundle (Ad Hoc Billing) (SVB7)
- Expense Item (Ad Hoc Billing) (SVE6)
- Stock Service Part (Ad Hoc Billing) (SVR6)
- Service Part (Ad Hoc Billing) (SVS6)
- External Service Procurement Service Item (SEW6)
Jobs can be scheduled to create billing document requests (BDRs) based on the ad hoc billing plan of a service order item (and a repair order item) using the SAP Fiori app Schedule Creation of Billing Document Requests.
This app can do the following:
- Create new jobs to schedule the creation of BDRs and save them as job templates
- Use a simulation to quickly test run the job without actually creating any BDRs
- Display and sort the list of BDR creation jobs
- Filter the BDR creation jobs by status, date range, job ID, or job creator and save your filter settings as a page variant
- View the details of BDR creation jobs
- View the job log with details for each logged event, such as status, time stamp, and description
- Adjust view settings and save and load custom views
- Export data to spreadsheets
Early Calculation of Planned Cost and Revenue in Service Orders
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.