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sap cs customer service
This blog on Repair Process is written to help SAP CS Consultant on giving a complete
understanding on how Repair Management is captured in SAP. The experience of 2
implementation in Customer Service is utilized to compile this blog on SAP CS. These posts
are created with inspiration & guidance from Priya Pathak (at IBM) who work as a colleague
on SAP Implementation Projects. The author works with IBM presently.
As the length of this post is quite log, this is divided into Part I & Part II. You can refer Part
II for Settlement, Delivery & Billing Process.
Cause Codes
Defect Codes
Different activities can be entered which needs to be preformed to repair the products
Priority
Warranty validation is carried out within notification if equipment master has got warranty dates &
system correspondingly gives a message if the repair product is in warranty or not.
Transaction Code IW51
Notification- 300000104
Notification type needs to be entered (Z4) as indicated below-
This will give the pop up wherein repair sales order type, service material needs to be entered, and
save this as indicated below-
This generates the repair sales order & can be seen in the document flow of notification-
SO-109000054
We check this repair sales order in VA03 Transaction code, note the repair button at the bottom-
We can see in the repair tab there is one repair item we need to receive-
Now, Goods receipt for the repair material needs to be done using VL02n transaction code as
indicated-
Pl see above that this is non valuated material and there is no financial postings.
This calls for the task list (list of work centers maintained for the service material)-
Confirm the availability control, save the Sales Order, which will create the service order in the
background.
To check the service order, hit on button below as indicated in VA03 Transaction code-
System would take you to IW33 transaction code where you get to see the service order created.
Service Order 4000084 is created. Service Order can be seen below in transaction IW33-
3.6 Service Order Updation with Operations, Components & Settlement Rule of Cost Centre
Now, based on the requirement to repair the returned product, put in the operations required-
Add on components can also be put in which would be required for the repairing of returned product-
Cost Centre needs to be put for service / repair process; this is where cost of operations &
components would be settlement-
Save this. You can check in service order (IW33) to check the goods movement of components
You get the material document. Pl check the movement type and accounting document-
You may refer a separate post for Part II for Settlement, Delivery & Billing Process.
Taking forward from Part I of this Repair Process, we would see in the Part II following 3 areas of
repair process-
Click on below-
We see the controlling document as below which indicates costs are settled to cost centre-
Before, we deliver the repaired product to customer, we need to mark the service order for
completion as indicated-
Prices for repair services are needed to be put in the pricing condition tab-
We create the delivery / Transfer Order as below using transaction code VL02n-
We put the returns delivery number for the bin selection & storage type as 904-
We issue the goods from the delivery (Return material is repaired & delivered back to customer)-