Processing an In-House Repair

With SAP S/4HANA release 2023 FPS02, version 2.0 of in-house repair processing was introduced in SAP S/4HANA Service.

You can use a combined process of an in-house repair and a field service (a service performed on-site at a customer), which allows you to handle the in-house repair and the field service process for a repair object within the same service transactions.

With In-House Repair 2.0, you can plan and perform in-house repairs using (standard) service orders and service quotations. This gives you the flexibility to initiate an in-house repair at any time in a service process.

​To start an in-house repair process from a service order or a service quotation, you assign a new or an existing repair object to this service order or service quotation. For a new repair object, the system creates an in-house repair and a related in-house repair item (repair object) when you save the service transaction. If you add an existing repair object, the system establishes a relationship between the related in-house repair and the service transaction.

It is possible to add repair objects both on header and on item level in a service transaction. You can quickly assign a repair object to a service transaction item (or several items) without the need to first navigate to the item details.

​When you assign a repair object to a service transaction, the system automatically creates a corresponding reference object and marks it as "in-house repair related". The relationship between a reference object and a repair object allows you to use reference object-specific functions, such as warranty and contract determination for repair objects.

The standard SAP business role called Service Manager is available to support the execution of such a complete in-house repair process.

It is possible to process multiple repair objects in a single service order. This allows you to group repair objects that can be processed in a similar way, thus saving time and effort required to plan and perform the (repair) service.

You can create a service order for multiple repair objects by selecting the required repair objects and choosing Create Service Order on the Decide pop-up screen of the app Manage In-House Repairs or the app Manage Repair Objects. Alternatively, you can select and add multiple repair objects directly in a service order or service quotation in the Repair Objects (In-House Repair) assignment block.

It is also possible to process a single repair object in multiple service quotations and service orders. This basically allows many scenarios: you can create multiple service quotations or service orders for one repair object, or you can add a repair object to multiple service orders.

SAP S/4HANA 2023 FPS02 introduced a scenario called "requote", which can be used with or without an (in-house repair) repair object.

An example: Let's assume that a customer has returned a faulty device and first wants the repair center to carry out a diagnosis. For the diagnosis, a quote is created. A possible process flow for this scenario could be:

1. A customer returns a faulty device. You create a service order quotation containing a repair object and also a diagnosis service.
2. If a repair object is included in the quotation, an in-house repair (IHR) document is created automatically (when saving the quotation). There is no need to create an IHR document manually anymore (via the app Manage In-House Repairs).
3. You send the quotation to the customer (using the button Send to Customer). This releases the quotation. Once the customer has accepted the quotation, you use the button Accept to automatically create the required service order for the diagnosis.
4. Once done, you create a service confirmation for the service order (for the diagnosis), you complete this confirmation, but not yet the service order.
   Note

   This is required for a "requote" to work properly (which is a step that is included in this example scenario).
5. After the diagnosis has been completed, the customer requests a second "qoute" (that is: service order quotation). This time for the repair itself. You access the initial service order quotation. The first item (for the diagnosis) has been completed automatically. You choose "Requote". You now add a second item for the repair service that is needed.
6. You again send the quotation to the customer (using the button Send to Customer). This again releases the quotation. Once the customer has accepted the quotation, you use the button Accept to automatically create a new/second item ( for the repair service) in the existing service order.
7. You release the service order, create a confirmation (for the repair service), and trigger billing (like in any standard scenario).
8. After the service order is completed, the in-house repair (IHR) document can be completed by choosing the action Set Repair Object to Completed.

• With SAP S/4HANA release 2023 FPS02, version 2.0 of in-house repair processing was introduced in SAP S/4HANA Service. With In-House Repair 2.0, you can plan and perform in-house repairs using (standard) service orders and service quotations. This gives you the flexibility to initiate an in-house repair at any time in a service process.
• One possibility is that a repair request comes in from a customer for a defective product or piece of equipment. An in-house repair is created for this request. The product/equipment to be repaired is added as a repair object to the in-house repair. For the in-house repair, a precheck is performed and a decision is taken. If the decision is to start the repair, a service order that acts a a repair order can be created. In In-House Repair 2.0, this is a standard SRVO service order.
• You can create a service order for multiple repair objects. It is also possible to process a single repair object in multiple service quotations and service orders. This basically allows many scenarios: you can create multiple service quotations or service orders for one repair object, or you can add a repair object to multiple service orders.
• The scenario called "requote" can be used with or without an (in-house repair) repair object. Example: a customer returns a faulty device. You create a service order quotation containing a repair object and also a diagnosis service. An in-house repair (IHR) document is created automatically. You send the quotation to the customer. Once the customer has accepted the quotation, you use the button Accept to automatically create the required service order for the diagnosis. Once done, you create a service confirmation for the service order (for the diagnosis), you complete this confirmation, but not yet the service order. After the diagnosis has been completed, the customer requests a second "qoute" (that is: service order quotation). This time for the repair itself. You access the initial service order quotation. The first item (for the diagnosis) has been completed automatically. You choose "Requote". You now add a second item for the repair service that is needed. You again send the quotation to the customer and once the customer has accepted the quotation, you use the button Accept to automatically create a new/second item ( for the repair service) in the existing service order. You release the service order, create a confirmation (for the repair service), and trigger billing (like in any standard scenario). After the service order is completed, the in-house repair (IHR) document can be completed.