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. See unit 2 of this course for more details concerning the configuration of this item category determination.

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.

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 order 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 (unit 2 lesson 7).

  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 in lesson 1 of this unit.

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

  In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Define Transaction Types to see the assignment of the action profile to the transaction type.

  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. See unit 3 lesson 8 of this course for more details concerning the configuration of actions (using the Post Processing Framework (PPF)).

The next part of this unit introduces the configuration settings related to the creation of reservations for spare parts kept in stock, and also for externally procured spare parts and services.

In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Description of Logistics Integration for a description of some of the settings presented here.

In a standard SAP S/4HANA system, item category SRVM Service Part is available for such a spare part for a service (or repair) order and item category SVCM Service Part for that spare part for a service (or repair) confirmation.

If a reservation is being created, the system also needs to determine from which plant and storage location combination the spare part is reserved. This can be configured in Customizing, using SAP Customizing Implementation Guide → Service → Master Data → Organizational Management → Cross-Application Assignment of Organizational Units → Assign Plant and Storage Location to Service Organizational Units.

For a combination of a service organization, a service team and a service employee, the relevant plant and storage location combination can be defined. An asterisk (*) can be used to indicate that something is valid for all entries (for example, for the Service Team field or Service Employee field).

For service (and repair) confirmations, the way that material withdrawals are posted needs to be configured. These withdrawals can be posted out of plant/storage location normal stock or they can be posted out of (technician or customer) consignment stock. Again, the logistics scenario indicates what scenario is required. It is assigned to the transaction type of the service confirmation and the item category (in combination with a service organization and responsible service organizational unit).

This is configured in Customizing using 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.

The entry for transaction type SRVC (Service Confirmation) in combination with item category SVCM (and all service organizations and service organizational units) indicates that logistics scenario P Plant / Storage Location needs to be used. This means that the material withdrawal is posted out of plant/storage location stock, instead of out of customer or technician (that is, user) consignment stock (for which logistics scenarios are also available).

When planning service orders in SAP S/4HANA Service, certain spare or service parts (or services themselves: see later on) might need to be procured externally before the service order can be executed. For the external procurement of these service parts, the Logistics Scenario for the Procurement of Materials and Services needs to be defined as Purchase Requisition. Using this setting, the automatic creation of a purchase requisition for a service part within a service order can be achieved.

The process discussed here could be described as follows:

1. A service order is created within its item list a service part. This service part has an item category that has been set up as relevant for the creation of a purchase requisition.
2. The service order is released. Releasing the service order triggers the creation of the purchase requisition.
3. A purchasing specialist processes the purchase requisition by creating a purchase order for it. After delivery by the supplier, a goods receipt for the purchase order is posted.
4. After the procured service part has been received, a technician confirms its use by creating a service confirmation as a follow-up to the service order.
5. After releasing the service confirmation for billing, a billing clerk creates a billing document, which includes the price for the procured service part.

Since release 2021 of SAP S/4HANA, when using a scenario where a service part is procured externally using a purchase requisition, standard item category SPRM (PurchReq ServicePart) is available for use in a service order. The standard item category SPRC (PurchReq ServicePart) is available for use in a service confirmation.

This scenario and the two mentioned item categories (SPRM and SPRC) have been defined in the system, using the following configuration steps:

1. The document type and the pricing procedure that need to be used for the purchase requisition are identified in Customizing.

   Navigate to SAP Customizing Implementation Guide → Integration with Other SAP Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Set Purchasing Document Types for CRM Logistics Integration.

   Here, both the document type for the purchase requisition and the pricing procedure to be used in purchasing are selected. Condition type PMP0 (Manual Gross Price) (see step 3) is present in this pricing procedure.

2. It is required to configure which texts from the service order or in-house repair order are copied to which texts in the SAP S/4HANA purchasing documents (purchase requisition and/or purchase order).

   An example: for text object CRM_ORDERI, text ID 0002 is copied into text object EBAN (Purchase requisition texts) as text ID B01 (Item text).

   In Customizing, navigate to SAP Customizing Implementation Guide → Integration with Other SAP Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Copying Rules for Texts When Creating Purchasing Documents.

3. The item category for the externally procured service part for the service order and for the externally procured service part for the service confirmation were defined: SPRM (PurchReq ServicePart) for the service order and SPRC (PurchReq ServicePart) for the service confirmation. Condition type PMP0 (Manual Gross Price) (see step 1) was maintained in the configuration of both item categories. Item category SPRM (PurchReq ServicePart) for the service order has also been marked as relevant for confirmation and relevant for costing. The item category used for the externally procured part in a service confirmation (SPRC (PurchReq ServicePart)) has also been configured as relevant for costing.

   In Customizing, navigate to: SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Define Item Categories.

4. Item category determination for both item categories has also been defined for all required combinations of fields.

   In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Define Item Category Determination.

5. Copying control has been set up for the item category SPRM (PurchReq ServicePart), which is used in the service order, similar to the settings for item category SRVM (Service Part).

   In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Item Categories.

6. Item category SPRM (PurchReq ServicePart) for the service order has been configured to lead to item category SPRC (PurchReq ServicePart) being determined in the service confirmation.

   In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Copying Control for Business Transactions → Define Item Category Determination when Copying.

7. The transaction type and item category for which the purchase requisition scenario (that is, an externally procured service part) is valid must also be defined. For item category SPRM (PurchReq ServicePart) this has been set to PREQ Purchase Requisition.

   In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Define Logistics Scenario for the Procurement of Materials and Services.

8. The item category for the service confirmation (SPRC) has also been mapped to an SAP S/4HANA Sales item category to be used in the background when creating a billing document request (BDR). A BDR is created when the confirmation is released for billing. For example, for transaction type SRVC (Service Confirmation), item category SPRC (PurchReq ServicePart) has been mapped to SAP S/4HANA Sales item category CS01 (Service Item eBDR).

   In Customizing, navigate to SAP Customizing Implementation Guide → Service → Basic Functions → Billing → Assign Service Transaction Types to Billing Document Request Types.

In releases older than release 2023 of SAP S/4HANA, external procurement for a service order was only supported for standard service parts, not for services created with material type SERV. These services use the so-called lean services functionality of SAP S/4HANA. Procuring these services externally required the use of a customer enhancement. With release 2023 this changed.

The functionality Advance Shipment enables the shipment of service parts to a service technician or to a customer before the actual repair starts. An advance shipment is typically used when service parts need to be shipped to a customer location in advance, because the service part is too bulky to be carried in the van of a technician. Based on the goods receipt or the planned delivery date at the customer location, the technician can then perform a repair using the service part that was shipped in advance.

Shipment of service parts is done by using a service order with a sales order. The use of sales orders allows customer consignment stock to be created. As a result of this, parts that are actually required for the repair can be invoiced after the consumption of these parts has been posted.

Advance Shipment distinguishes the following two scenarios:

• The service part is already available in stock in a warehouse.
• The service part is not yet available in stock and must be procured from a supplier.

If the service part is already available in stock in a warehouse and the service part item in the service order is released, a reservation and a sales order are automatically created. An ATP (Available-to-Promise) check can be executed from within the service parts item list of the service order.

An outbound delivery can be created from the sales order. After picking and posting of the goods issue, the service part is transferred to customer consignment stock within the plant, and the reservation is updated during the goods issue process. The reservation is set to Completed after the final goods issue. The outbound delivery and the goods movement posting are added to the transaction history of the sales order and the service order, along with the delivery status and the quantity update.

After the service technician confirms the use of the service part with a service confirmation, the final goods issue out of the customer consignment stock to the customer is posted, including the material consumption.

If the service part is not available in stock, it can be procured via a purchase requisition or a purchase order created from the service order item. Additionally, a sales order is created and used as the basis for creating the outbound delivery.

When the goods receipt for the purchase order is posted, the service part is received into sales order stock (special stock type E), so that no other process can use the part. The confirmation control key of the purchase order item determines whether or not an inbound delivery needs to be created.

The rest of the process is identical to the processing of a service part from stock. The procurement process documents (like the purchase order) are added to the transaction history of the service order, along with the delivery status and quantity update.

For use in a service order (object type BUS2000146 – Service Material Item), the following item categories are available in Customizing (Menu path Service → Transactions → Basic Settings → Define Item Categories):

• SRVU - Adv. Shipment of Procured Srv. Parts
• SRVV - Adv. Shipment of Srv. Parts from Stock

For the service confirmation (object type BUS2000142 – Service Material Confirmation Item), the following item categories are available:

• SVCU - Adv. Shipment of Procured Srv. Parts
• SVCV - Adv. Shipment of Srv. Parts from Stock

You can use the advance shipment item categories, since they have been assigned (in the item category determination) to transaction types SRVO (service order) and SRVC (service confirmation) as manual alternative item categories (menu path: Service → Transactions → Basic Settings → Define Item Category Determination).

The following settings have also been maintained:

• Define Copying Control for Item Categories (menu path: Service → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Item Categories).
• Define Item Category Determination when Copying (menu path: Service → Transactions → Basic Settings → Copying Control for Business Transactions → Define Item Category Determination when Copying).

The table shows the determination of the logistics scenario for the service order (menu path: Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Organizational Management (Legacy) → Define Logistics Scenario for the Procurement of Materials and Services).

The confirmation process is the same for both scenarios. Once the repair has been completed, the service technician enters the confirmation details in the system. This is followed by the goods issue for the service part used.

From a configuration point of view, logistics scenario C - Customer Consignment is determined for an SRVC confirmation using item category SVCU. This ensures that the goods issue is posted out of customer consignment stock.

The service confirmation can only confirm a service part that has already been delivered via the outbound delivery of the sales order. If the quantity in the confirmation exceeds the delivery quantity, a warning message is triggered when the confirmation is created or changed. If the confirmation is set to Completed, an error message is issued and the status automatically resets to open.

Besides the configuration options mentioned above, various configuration settings in Sales and Distribution are also necessary. An example is the configuration of sales document type SRVO. Another example is the definition of the sales item categories SRVU (Srv Part Proc&Ship) and SRVV (Srv Part Adv. Ship).

The availability check can be used in SAP S/4HANA Service for sales items.

The following are the required steps to configure the availability check for sales items in a service scenario:

1. Activate the availability check for the relevant schedule line categories in Customizing for SAP S/4HANA Sales.

   In Customizing, navigate to SAP Customizing Implementation Guide → Sales → Sales Documents → Schedule Lines → Define Schedule Line Categories.

2. Define a key for an ATP profile that is then assigned to the relevant service item category. The name of the ATP profile needs to be a numeric value.

   In Customizing, navigate to SAP Customizing Implementation Guide → Service → Basic Functions → Availability Check → Define ATP Profile and SAP Customizing Implementation Guide → Service → Basic Functions → Availability Check → Assign ATP Profile to Item Category.

3. Start transaction FIBF to activate the ATP check, and then follow the following menu path: Settings → Identification → SAP Applications. In the table Application Indicator, set the application CRMATP to Active.

Since release 2023 of SAP S/4HANA, you can initiate a stock transfer from a service part item of a service order or repair order, for example from a central storage location to a van stock storage location of a service employee. When the required service parts are not available in the executing service employee's storage location, a stock transfer process can be triggered to transfer the required stock to the storage location of the service employee.

The following settings in Customizing for Service are relevant for this specific scenario:

• You need to map a purchase requisition or a purchase order to the logistics sub-scenario 03 Stock Transfer Item.

  If you use Organizational Management (legacy), you do this via Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Organizational Management (Legacy) → Define Logistics Scenario for Procurement of Materials and Services.

  If you use the Enterprise Organizational Model, you set this up in Customizing under: Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Enterprise Organizational Management → Define Logistics Scenario for Procurement of Materials and Services

• You need to specify which purchasing document type is to be used for a combination of service transaction type and item category for logistics sub-scenario 03 Stock Transfer Item.

  You do this via Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Enterprise Organizational Management → Set Purchasing Document Types for Service Transaction Type and Item Category.

• If you use the Enterprise Organizational Model, you specify the relevant employee-specific plant and storage location via Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Enterprise Organizational Management → Assign Plant and Storage Location to Service Employee and Country/Region. You specify the relevant supplying plant and storage location via Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Enterprise Organizational Management → Assign Plant and Storage Location to Country/Region.

  If you use Organizational Management (Legacy), you specify the supplying plant and storage location and the employee-specific plant and storage location via Service → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Organizational Management (Legacy) → Assign Plant and Storage Location to Service Organizational Units.