Learning the Configuration of In-House Repair

In Customizing, it is possible to access a collection of documentation nodes detailing the required set up for an in-house repair process in SAP S/4HANA. Access the SAP Reference IMG in Customizing (transaction code SPRO) and navigate to SAP Customizing Implementation Guide → Service → In-House Repair.

The following documentation nodes are available:

• Configure In-House Repair
• Define Partner Processing
• Define Actions
• Define Basic Settings for Transactions
• Define Process Step Overview for In-House Repair
• Define Output Management
• Integrate In-House Repair with Advanced Returns Management

The setup explained here is (partly) based on the information in these documentation nodes.

As a prerequisite, the integration with Controlling and also with other areas of logistics processing in SAP S/4HANA (such as Procurement) needs to be set up.

Besides the mentioned integration settings, specific transaction types, item categories, item category determination entries, settings for number ranges, and copying control settings for transaction types are used for in-house repair. They will be discussed first.

Number ranges need to be defined and assigned to transaction types REPA, REPO, and REPC (or similar).

In Customizing, navigate to SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Define Number Ranges and choose IMG - Activity.

Double-click Number Ranges for In-House Repairs to configure the number range interval(s) for the in-house repairs (that is, the repair requests using transaction type REPA), double-click Number Ranges for Service Transactions to configure the number range interval(s) for the repair order (transaction type REPO), and double-click Number Ranges for Service Confirmations to configure the number range interval(s) for the repair confirmation (transaction type REPC).

To be able to bill items to customers as part of an in-house repair process, the configuration settings for billing as detailed in unit 3 also apply to in-house repair.

For standard transaction type REPC (that is, the repair confirmation), entries have been maintained in SAP S/4HANA for the sales document type to be used for the billing document request (BDR) and for the billing type.

Mapping on item category level between the SAP S/4HANA Service item categories (used in a REPC document) and the SAP S/4HANA Sales item categories for the BDR is also required.

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

The following configuration settings are also required for an in-house repair process. The figure called Item Category Determination for In-House Repair illustrates an example of some of the dependencies between these settings:

• SAP Customizing Implementation Guide → Service → Basic Functions → Partner Processing → Define Partner Determination Procedure

  Partner determination procedures are assigned to all transaction types used in an in-house repair process (such as REPA, REPO, and REPC). Examples are REPA2001 SAP in-House Repair (Header), which is assigned to transaction type REPA (In-House Repair REPA) and also REPA2002 SAP Repair Order (Header), which is assigned to transaction type REPO (Repair Order)

  In this configuration activity, these partner determination procedures are configured and all the partner functions they contain.

• SAP Customizing Implementation Guide → Service → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions

  An example of a standard action profile used for in-house repair is profile REPA2002 Repair Object Actions (Item), which is assigned to item category REPI Repair Object (Item).

  It contains, for example, action definition RETURN_TO_CUSTOMER2 Return to Customer, which calls a Business Add-In (BAdI) using ABAP method REPA_RETURN_TO_CUST that controls the follow-up logic when this action is selected.

• SAP Customizing Implementation Guide → Service → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions

  In this configuration activity, conditions for actions are defined. For example, the schedule condition and the start condition for each action definition (such as START_REPAIR_TAM2 Start Repair) are defined. The start condition is checked before an action is executed and the action is only executed when the start condition has been fulfilled. In this Customizing activity, it is also defined whether, when the schedule condition is met, the action is scheduled automatically.

• SAP Customizing Implementation Guide → Service → Transactions → Basic Settings → Status Management → Optimize User Status for Queries

  This is where Life Cycle User Status values (such as R020 Precheck: Decision Pending and R050 Repair) are defined and assigned to actual user statuses of a status profile (such as E0003 Precheck: Decision Pending and E0007 Repair, both part of user status profile REPA2002 Repair Object Status).

  The status profile itself is assigned to the item category used in (for example) the in-house repair document. An example is user status profile REPA2002 Repair Object Status, which is assigned to item category REPI (Repair Object (Item).

• SAP Customizing Implementation Guide → Service → Transactions → Settings for In-House Repair → Assign Action to Status of In-House Repair Item

  In this configuration activity, the actions that are proposed for in-house repair items/repair objects (based on their item category) are defined. These actions are dependent on the Life Cycle User Status (such as R020 Precheck: Decision Pending) of the repair objects. When a repair object has reached this status, the system proposes the assigned Action Definition (such as RETURN_TO_CUSTOMER2) for the repair object. With an action definition, a follow-up action can be triggered, such as a status change of a repair object or the creation of a follow-up transaction for a repair object.

• SAP Customizing Implementation Guide → Service → Transactions → Settings for In-House Repair → Define Profile for Process Step Overview

  This profile (example: REPA) is used to configure the overview of all process steps performed for a business transaction item within an in-house repair (transaction type REPA). Such an overview is shown in various SAP Fiori apps, such as Manage In-House Repairs (see the figure called Example of a Process Step Overview).

  Examples of process steps used in such an overview are Precheck, Repair, and/or Completed. Each process step is assigned the respective Life Cycle User Status value(s) (such as R050 Repair) that a business transaction item can have within the business process. In the process step overview, the process steps are displayed graphically in the sort sequence as defined here in Customizing. The SAPUI5 icon that is displayed with the description of the process step, can also be selected.

  A profile for such a process step overview is assigned to the transaction type used for the in-house repair (such as REPA).

You can use Advanced Returns Management (ARM) for customer returns to run the logistics process for repair objects that are sent to your plant by the customers for a repair.

The Advanced Returns Management process can be configured completely under Sales and Distribution. Use the following menu path: SAP Customizing Implementation Guide → Sales and Distribution → Sales → Advanced Returns Management.

You must perform the following configuration activities:

• In the Activate and Rename Follow-Up Activities configuration activity, define in-house repairs as a logistical follow-up activity that is used in Advanced Returns Management for customer returns for the material inspection. This changes the availability of the repair object at the repair center that is provided in in-house repair.
• In the Specify Settings for Returns Orders as Follow-Up Activity configuration activity, define the sales document type that is used to create a follow-up sales document for a service transaction.

• In the Define Action Profiles and Actions configuration activity in Customizing for Service under Basic Functions → Actions, define the action definition that you use to create returns orders for in-house repairs items (repair objects).

  Follow the instructions in the Define Actions configuration documentation in Customizing for Service, under In-House Repair, in section Actions for repair object status.

You use outbound deliveries to send the repair objects back to the customer if a returns order exists, and the repair object has been received by the repair center. To ensure that you can create an outbound delivery for repair objects that are sent back to the customer, do the following:

• Set up the configuration for Logistics Execution under Shipping → Deliveries → Define Delivery Types for returns deliveries.

• In the Define Action Profiles and Actions configuration activity in Customizing for Service, under Basic Functions → Actions, define the action definition that you use to create outbound deliveries for the following action profiles:

  • Action profile that is used for in-house repairs items (repair object): If the repair object is sent back to the customer.
  • Action profile that is used for repair quotations: If the return is triggered in the repair quotation when you reject the repair quotation.
• Follow the instructions in the Define Actions Customizing documentation in Customizing for Service, under In-House Repair in section Actions for the repair object status.

A diagnosis for repair objects can be planned and performed, which can be charged to the relevant customer(s).

You perform the diagnosis for repair objects within the in-house process as follows:

1. Perform precheck:

   You trigger the diagnosis process for the repair objects in the SAP Fiori app Perform Prechecks. To do so, create a repair order that you use to process the diagnosis. When you have added the items that are relevant for the diagnosis, select the action Trigger Diagnosis Planning in the repair order. The status of the repair object changes to Diagnosis: Plan.

2. Plan diagnosis:

   You access the repair objects to plan the diagnosis in the SAP Fiori app Plan Repairs. You schedule the diagnosis in the repair order that has been created for the repair object. When you have finished diagnosis planning in the repair order, select the action Trigger Diagnosis. The status of the repair object changes to Diagnosis: Perform.

3. Perform diagnosis:

   You access the repair objects to perform the diagnosis in the SAP Fiori app Perform Repairs. You perform the diagnosis for the repair object as defined in the repair order and record the actual consumption of services, service parts used, and the expenses in the repair confirmation. Having done this, you can add the diagnosis results. When you have finished the diagnosis, select the action Trigger Follow-Up Actions for Diagnosis in the repair order. The status of the repair object changes to Diagnosis: Follow-Up.

4. Decide on the next process step to be performed according to the diagnosis results:

   In the SAP Fiori app Perform Prechecks, you decide on the next step to be performed within the in-house repair process according to the diagnosis results (Trigger Repair Planning, Create Repair Quotation, or Set Repair Order to Completed).

5. Continue the in-house repair process for the repair object.

Perform the following configuration activities in Customizing for Service:

• Add the action profile to the transaction type that you use for repair orders via: Transactions → Basic Settings → Define Transaction Types.
•  Define the statuses that are used for the diagnosis: Transactions → Basic Settings → Status Management → Define Status Profile for User Status and also Optimize User Status for Queries.
• Configure: Transactions → Settings for In-House Repair → Assign Action to Status of In-House Repair Item and also Define Profile for Process Step Overview.