Using Detailed Features of the SAP Fiori App Manage Service Orders

Objective

After completing this lesson, you will be able to use detailed features of the SAP Fiori app Manage Service Orders

Detailed Features of Manage Service Orders

Creating Service Orders (and Confirmations)

SAP Fiori App tile, Manage Service Orders. The app tile displays To Do List information at ta glance including Open Orders, Unassigned Orders, and Orders Without Confirmation

This topics provides more details regarding the app Manage Service Orders. This topic is included since this is one of the key apps used in scope item Service Order Management and Monitoring (3D2).

The Manage Service Orders tile shows the number of items on the manager’s To Do List. Managers can use the various KPIs to prioritize their actions:

  • Open Orders: Shows all orders corresponding to the manager’s authorization with status Open.
  • Unassigned Orders: Shows all orders corresponding to the manager’s authorization that do not have a responsible employee assigned.
  • Without Confirmations: Shows all orders corresponding to the manager’s authorization that do not have an active confirmation assigned.

Search criteria in Manage Service Orders

Screenshot of search filter entry fields in the Manage Service Orders app. Requested start date and external transaction number are highlighted, other options are a free text field, description, priority, and life cycle status. After clicking Go results are displayed. Here nor results are shown but tabs categorizing search result views are highlighted. These tabbed views include All Service Orders, Unassigned Orders, Open Orders, Without Confirmation, With Open Confirmations, and Billable Confirmations.

The Requested Start Date and External Transaction Number fields are examples of field that are available as search criteria for service orders in SAP S/4HANA Cloud Public Edition. And there are many more field available.

The resulting list shows six tabs to differentiate the results, based on the priority of the information for the manager who started the search:

  • All Service Orders: Lists all the service orders in the system.
  • Unassigned Orders: Used primarily for external interfaces where service orders could get created without a responsible employee assigned (as the external systems may not have the Employee Responsible concept or may not have it integrated) and the employees responsible can be reassigned through this tab.
  • Open Orders: Lists all service orders with status Open.
  • Without Confirmations: Orders that are released (and contain no errors) and are eligible for confirmation creation but do not yet have any confirmation created.
  • With Open Confirmations: Orders that have at least one Confirmation with the status Open.
  • Billable Confirmations: Orders that are completed and relevant for billing.
Screenshot of search results in the the Manage Service Orders app. A result line displays order ID, description, sold-to party, life cycle status, priority, requested start date and includes access to quick actions.

The Search Results figure shows the results of a possible search. In this example, all service orders are presented to the user and the user can check, for example, the life cycle status of the selected orders.

Assigning a Responsible Employee to a Service Order

Service Orders shown in the Manage Service Orders app are filtered to display only unassigned orders. In the actions area of an order display line a user can click the icon of a person with a plus symbol to assign an employee to the service order. This brings up the Employee Responsible entry field.

It is possible to assign an employee responsible to an order that does not yet have one. This is useful for orders created by external interfaces that do not have employees synchronized with SAP S/4HANA Cloud Public Edition.

Navigating to a Service Order from the List of Orders

The Service Order Detail page. In addition to the information and quick actions displayed in the search results list addition information about a service order is displayed including account data, processing data, relevant dates, life cycle status, and a price overview. There are also options in the upper right corner to edit, release, create service confirmation, and reject all.

After navigation from the resulting list of a search, two columns are displayed. One column shows the list page. The other column shows the service order detail page.

Service Order Detail Page

A more expanded view of the service order details page shows further details including duration, gross value, and progress, in addition to the details shown in the previous screenshot.

The service order detail page of an order gives the user all information required at a managerial level to have an overview of the order progression. It also shows the Key Process Indicators (KPIs) related to the selected order.

Screenshot shows closer views of the graphs available in the Service Order Details page. these are numbered 1 through 4 and correspond to more detailed descriptions in the body text.

The Price Overview graph (1) gives the user an overview of the gross price for the service order, the net price for the service order, and the tax value (difference between gross and net).

The Duration graph (2) shows the difference between the planned quantity for the service order and the actual quantity in its confirmations.

The Progress graph (3) indicates the progress of the service order with respect to the number of confirmations and billing done.

The Gross Value graph (4) shows the difference between the planned gross value on the service order and the actual gross value on its confirmations.

Editing Service Orders and Confirmations

Screenshot or the Service Order Details page with the Edit action highlighted.

At a later stage, if you want to edit a service order or a confirmation, select Edit.

Quick Actions

Screenshot or the Service Order Details page with the full list of actions highlighted.

Quick actions for a service order are available for the following purposes:

  • Edit service order
  • Release service order
  • Create service confirmation
  • Reject service order (all items)

Service Order Header Tabs

Tabs in the Service Order Edit screen are shown, these include Service Order Details, Price Details, Reference Objects Organizational Data, Parties Involved, Transaction History, Notes, Error Log, and Change Documents. Further detailed is the Service Order Item screen available to view from the Service Order Details tab. This displays similar information to the Service Order Details screen but at the level of a single service item in the order, this includes item status, processing data, dates, quantity, gross value, as well as applicable service level agreements.

Header facets (tabs) give the user detailed information specific to the header of a service order. You can navigate to the individual items/confirmations from within the items block on the screen.

The item details page shows the user all the relevant details of one service order item. The graphs provided at item level show a comparison between planned quantities (on the order) and actual quantities (in the confirmations).

Service Order Item Tabs

Screenshot shows additional header tabs available to view in a Service Order Item page. These are Price Details, Reference Objects, Notes, Transaction History, and Parties Involved.

The facets/tabs at the item level provide the user with specific information related to certain aspects of the item, such as price details or the transaction history of the item.

Service Level Agreement Fields

Detailed view of the Service Level Agreements info section. This shows the Service Profile and Response Profile as a general range of times such as Monday through Friday from 7:00am to 5:00pm and the response priority. Also shown are the First Response By and Due By, which display a specific date and time in each field.

Service Level Agreement (SLA) fields are available in the user interface. They contain Service Level Agreement (SLA)-specific data. This requires configuration in SAP S/4HANA Cloud Public Edition related to enabling service level agreements, using a Self-Service Configuration User Interface (SSCUI).

The Confirmations Tab

The Confirmations screen accessed via the action Create Service Order Confirmations in the Service Orders Details page.

Confirmation details can be viewed from the Confirmations tab. Confirmations do not have a dedicated header tab. However, header-specific confirmation information is available in each of the confirmation items for easy reference.

Item Categories

Item Category selection field in the Service Order Details page.

Many different item categories are available in SAP S/4HANA Cloud Public Edition, service to be used in service documents. They represent the different processes that are available at the item level in a service document. Examples include service items, expense items, and normal and Fixed Price (FP) service bundles.

Life Cycle Status

Life Cycle Status shown in a list of service orders. The status is represented by a series of icons corresponding to a service order creation, release, service confirmation and billing document creation

The life cycle status of a service order is represented by a micro chart. It is also available on the service order details page.

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