Creating a Service and a Response Profile

Objective

After completing this lesson, you will be able to create a service and a response profile

Process Steps for a Service Process

Business Example

In this unit, configuration options for the various steps and documents of an on-site service process are discussed. First, the process itself and all related documents are introduced.

Process Steps and Documents for an On-Site Service Process

Note

The following video explains the main process steps for an on-site service process in SAP S/4HANA Service:

In the exercises belonging to the unit, the scenario below is implemented: a new transaction type is configured for service requests (ZR##). A ZR## (Service Request ##) document is created. A ZT## (Service Order ##) service order is then created based on this service request. The ZT## service order will contain multiple items: a service item, a service part, and an externally procured service part.

A service confirmation (for the service item) is also created and the customer is invoiced.

Flowchart illustrating the relationship between service request, service order, and associated components. The top left box labeled ZR## (Service Request ##) is connected by an arrow to the top right box labeled ZT## (Service Order ##). Within the service request box is the term SRQI (Service Request Item) in a rectangular box. Within the service order box are three rectangular boxes stacked vertically: ZI## (Service Item ##), ZM## (Service Part ##), and ZE## (Ext. Proc. ##). The SRQI box connects to two lines that split, one pointing to the ZI## box and the other to the ZM## box. Below the ZM## box, a line leads to a green box labeled Reservation. From the ZE## box, a line leads to another green box, Purchase Requisition. Below the flowchart, two boxes provide additional details: Service Product P700_SERV_ONS_## (item category group ZS##) connected by a line to the ZI## box, and Service Part P700-SC-100 (item category group NORM) connected by a line to the ZM## box.

Service and Response Profiles

Service and Response Profiles

Note

The following video explains the use of service and response profiles in SAP S/4HANA Service:

Time durations in a response profile can be assigned to priorities and categories, as well as a combination of these two fields. In a service request, the priority can be determined based on a combination of the Impact field (for example: High) and the Urgency field (for example: High), or be selected manually. The categorization (for example: Basis Support) is usually selected manually. Values for the First Response By and Due By fields are then calculated based on the settings in the profiles.

In a service order, the calculation of the values for the mentioned dates (and times) is executed at item level based on the priority (or categorization) maintained at header level.

Values for the fields First Response By and Due By at header level in a service order are maintained manually.

Note

The standard date profile SRV_HEADER01 (SAP Default Service Activity Header), which is used for transaction type SRVO (Service Order), does not contain the fields SRV_RREADY (Due By) and SRV_RFIRST (First Response By), but if a profile is assigned that contains these dates (for example, date profile IT0000000001 (ITSM: Service Request (Hdr) w/o Billing)), these dates are then also determined automatically.

When using the inbox app, which is available for example on the SAP Fiori launchpad, a service employee can search and display service requests and service orders using the Due On/At field.

An SAP Graphical User Interface (SAP GUI) screenshot is shown of a material to which a service profile and a response profile has been assigned.

The mentioned profiles can be defined either in Customizing or using a transaction in the end user environment (SAP Easy Access menu) of SAP S/4HANA. Using the SAP Easy Access menu, navigate to Service→Service Processes→Maintain Availability and Response Times.

In Customizing, the service and response profiles can be found using SAP Customizing Implementation Guide→Service→Transactions→Settings for Service Transactions→Define Availability and Response Times.

Response profiles cannot be transported: they have to be maintained manually in each SAP S/4HANA system client where they are required.

Note

See SAP Note 1897935 (Report to Transport Service Profiles) for an example of a report, which can be used if this manual maintenance needs to be avoided. This makes sense if a lot of different response profiles have been maintained in the development environment, for example.

A screenshot is shown of the details of a material type in Customizing (transaction code SPRO).

The mentioned profiles are available only for products that are created with a material type that has as a reference material type SERV. In Customizing, navigate to SAP Customizing Implementation Guide→Logistics - General→Material Master→Basic Settings→Material Types→Define Attributes of Material Types to see this reference material type. Material type SERV itself can, of course, also be used.

Service and Response Profile Determination

A service level agreement (SLA) determination procedure, which is assigned to a transaction type, is used to determine the service and response profile relevant for the service transaction using that transaction type. This image is a flowchart diagram showing the process of SLA determination procedure. At the top left of the diagram, there is a blue box labeled Transaction Type, which connects to a purple box in the center labeled SLA Determination Procedure. An arrow points from this box to another purple box at the bottom right, which lists five items vertically: 1. Service Contract, 2. Business Partner, 3. Service Product, 4. Organizational Unit, and 5. BAdl implementation. Each text box is connected by lines or arrows, indicating the progression from transaction type to SLA determination and its components.

The service profile and the response profile that are relevant for a certain service transaction are determined based on the SLA Determination Procedure that is assigned to the transaction type used.

In Customizing, navigate to SAP Customizing Implementation Guide→Service→Transactions→Basic Settings→Define Transaction Types.

Check, for example, the SLA determination procedure assigned to transaction type SRVR (Service Request).

An example determination sequence could be:

  1. Profiles assigned to the service contract
  2. Profiles assigned to the business partner (sold-to party)
  3. Profiles assigned to the service product
  4. Profiles assigned to the organizational unit (service)
  5. Profiles determined based on a business add-in (BAdI)

Note

For a profile determination based on a BAdI, the BAdI called CRM_SLADET_BADI can be used.

Various other BAdIs are also available related to service and response profiles: the calculation of SLA times can be enhanced using the BAdI called CRM_SRV_SLA_CALCTIME. If service requests require a ranking to classify them in, for example the inbox, the BAdI BADI_CRM_SRQM_WP_DET can be used.

To define SLA determination procedures, in Customizing, navigate to SAP Customizing Implementation Guide→Service→Transactions→Settings for Service Requests→Define SLA Determination Procedures.

Summary

  • Service and response profiles need to be maintained, so that time periods for service delivery to customers and performance-related time intervals for service tasks are known.
  • These profiles can be defined either in Customizing or using a transaction in the end user environment (SAP Easy Access menu) of SAP S/4HANA.
  • The service profile and the response profile that are relevant for a certain service transaction are determined based on the SLA Determination Procedure that is assigned to the transaction type used.

Define Service and Response Profiles

Part 1 of the exercise/simulation:

ExerciseStart Exercise

Part 2 of the exercise/simulation:

ExerciseStart Exercise

Part 3 of the exercise/simulation:

ExerciseStart Exercise

Log in to track your progress & complete quizzes

Learning

SAP FacebookSAP YoutubeSAP LinkedIn