Creating and using a service order template is also available in SAP S/4HANA Cloud Public Edition, service. When creating a service order, it is possible to use a template to copy a predefined set of service tasks into the new service order.
You use service order templates to standardize repeatable service tasks and to minimize the effort required for individual service transactions. You can also use a service order template to create a set of working instructions for a service technician.
The following are characteristics of a service order template:
- It allows for the definition and storage of reusable service descriptions including services, expenses and materials.
- It reduces the work involved when creating new service orders.
- It helps with creating standard tasks for service processing.
- It describes the scope of planned services and not the actual execution of these services.
- It acts as a recurring set of service tasks for maintenance purposes that can be used in a maintenance plan (recurring service).
The Creation of a Service Order Template
The app called Manage Service Order Templates is the central app used for creating and editing service order templates. It is part of the set of apps a business user can access when they are assigned the Customer Service Manager (SAP_BR_CUSTOMER_SRVC_MGR) business role.
The app has a filter area where filter criteria can be entered, based on which a list of service order templates can be shown.
From within the Manage Service Order Templates app, you can navigate to the details of a specific service order template where various types of items can be added. The field Item Category is used to identify these various types of items. One example of this is a service item, which uses item category STP1 SrvItem (Tmplt). Another example is a fixed price service item, which uses item category STP2 SrvItem FPrc (Tmplt).
Using the Manage Service Order Templates app, it is possible to create new service order templates and later edited them. Attachments (such as PDF files) can be uploaded to a service order template. In the screen area called Notes, it is possible to add a set of working instructions to the template to be copied to a real service order later. Links can also be added to a service order template, if applicable.
When a service order template is created and edited, the template must be released before it can actually be used to create real service orders. The Create Service Order option is also available from within the template, so it is also possible to create real service orders from a service order template.
It is also possible to create a template for a fixed-price service order. This of course in addition to being able to create templates for Time and Material (T&M) service orders.
Once a fixed-price service order template is released, a fixed-price service order can be created based on this template. The service order type of this service order is picked automatically based on copy control customizing settings and the products are proposed based on the products maintained in the template.
Service bundles can also be used in a fixed-price service order template. The integration with a maintenance plan for a service is supported in the same way as for a regular service order template (the T&M scenario).
Integration with Solution Process Recurring Services (4X5)
Service order templates are also used when working with scope item Recurring Services (4X5). They act as a list of tasks that will be copied into every service order generated out of a maintenance plan periodically.