Working with Service Requests

Objectives

After completing this lesson, you will be able to:

  • Describe, create, and process Service Requests

Service Request

Service Processing in SAP S/4 HANA Service comprises the following steps:

  • Step 1

    Malfunctions and other requirements are recorded in a Service Request. Service Requests can be accessed and processed using list editing. This process step is optional.

  • Step 2

    Service Order Quotations can be created on the basis of Service Requests. This process step is optional.

  • Step 3

    Service Orders are either created directly or based on reported requirements, for example, Service Requests or Service Order Quotations. Planning comprises the required services and materials, namely, spare parts. Once orders are checked, they can be released and are ready for execution.

  • Step 4

    After the execution of the Service Orders, time confirmations and material consumption are entered in the system.

  • Step 5

    Only completed Service Order Items can be released for billing. After the Billing Document Requests, the Invoices are created to charge the customers.

Malfunctions and other requirements are recorded in a Service Request. Service Requests can be accessed and processed via list editing.

Note
Depending on the customer scenario, this process step is optional.

You can create Service Request Templates to simplify the creation of Service Requests. If you can identify similar customer requests that require the IC Service Agent to enter the same field values by, it makes sense to create a Service Request Template.

The following details can be assigned to a Service Request Template:

  • Description

  • Responsibilities

  • Impact/Urgency

  • Recomm. Prio/Prio

  • Categories

You can either create a Service Request directly or based on a Service Request Template.

Here you can see the details which you can assign to a Service Request:

  • Description

  • Reference Objects

  • Responsibilities

  • Impact/Urgency

  • Recomm. Prio/Prio

  • Status

  • Categories

Note
When creating a Service Request based on a Service Request Template, details from the Service Request Template are copied to the Service Request.

You can use the Service Request Search SAP Fiori app to select Service Requests according to numerous criteria, for example Service Organization and Posting Date (Time Frame).

As illustrated in the figure, Selecting Service Requests, the result list is displayed directly beneath the criteria. The displayed columns can be altered.

Internal Service Processing: Create a Service Request for defective equipment

Internal Service Processing: Create a Service Request for installing new equipment

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