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Depot Repair

SAP Best Practices Baseline Package


SAP Best Practices

Scenario Overview – 1

Purpose and Benefits:

 This scenario covers the processing of a service case from the initial reporting of
the problem by the customer up to billing the customer, when service activities
are carried out at plant.

 Customer Contract Management
 Customer Service and Order Management
 Repairs Processing
 Inventory Management
 Time Sheet Recording
 Equipment Handling
 Resource-Related Billing
Scenario Overview – 2

SAP Applications Required:

 SAP ECC 6.0 EhP3

Company Roles Involved in Process Flows:

 Service Agent
 Sales Administration
 Service Employee
 Sales Billing

Key Process flows Covered:

 Create a Customer Contract
 Create a Service Notification
 Display the Repair Order
 Create a Return Delivery with Reference to Sales Order
 Change a Repair Order – Starting Repairs
 Confirm the Materials Used
 Time Recording (211)
 Check Planned/Actual Costs
 Close the Service Order Technically
 Create the Billing Document
Scenario Overview – 3

Detailed Process Description:

Repairs at Plant
 A service agent creates a service notification in the system. The service
notification number is used as a return material authorization (RMA) number
in the remainder of the repair process. The service agent carries out a
warranty check on the service notification and then creates a service
 The service center informs the customer that they must send the notebook to
the central service center. The service notification number (RMA) must be
specified on the shipping documents; otherwise the notebook is rejected by
the service center. If the necessary spare parts are not in stock, they have to
be ordered.
 A repair order is then created from the service notification so that the entire
repair process can be controlled and settled. In the repair order, the damaged
notebook is automatically assigned by the returns items created. A service
order is automatically generated using an item proposal to enable the repairs
to be carried out.
 Once the repairs have been carried out, the costs (for hourly fees and spare
parts) are confirmed to the service order. The repaired notebook is delivered
to the customer and the final repair status can be displayed. The service
center creates a billing request.
 Subsequently, the repair order is billed. On a periodic basis the costs and
revenues incurred on the service order are being settled to the repair order,
where they can be evaluated.
Process Flow Diagram
Repairs at Plant

Needs to be

Create a Create Service Change Display Repair Display the

Customer Notification Service Order Service Order
Contract Notification
e Clerk

Create Return
Delivery with
Reference to
Sales Order

Change Repair
Order – Display Status Create the


Starting of Repair
Repairs Order Document
Warehou Service

Time Change Close Service Display

Confirm Check Planned Order – Equipment Create a
Recording Service Material Used Billing
(211) Order / Actual Costs Technically Using
Complete Equipment List Request

Posting Goods Display


Issue Serviceable

Symbol Description Usage Symbol Description Usage Comments


Band: Identifies a user role, such as Accounts Role band To next / From last Diagram: Leads Flow chart continues on the next /
to the next / previous page of the previous page
Payable Clerk or Sales Representative. This band contains tasks Diagram

can also identify an organization unit or group, common to that Diagram

rather than a specific role. role. Connection
The other process flow symbols in this table go into
these rows. You have as many rows as required to
cover all of the roles in the scenario. Hardcopy / Document: Identifies a Does not correspond to a task
printed document, report, or form step in a document; instead, it is
Hardcopy / used to reflect a document
External Events: Contains events that start or end the Document generated by a task step; this

scenario, or influence the course of events in the shape does not have any outgoing
to SAP

scenario. flow lines

Financial Actuals: Indicates a Does not correspond to a task

Flow line (solid): Line indicates the normal sequence Connects two financial posting document step in a document; instead, it is
tasks in a Financial used to reflect a document
of steps and direction of flow in the scenario. scenario generated by a task step; this
Flow line (dashed): Line indicates flow to infrequently-
process or a shape does not have any outgoing
used or conditional tasks in a scenario. Line can non-step event flow lines
also lead to documents involved in the process flow.

Business Activity / Event: Identifies an action that Does not Budget Planning: Indicates a Does not correspond to a task
either leads into or out of the scenario, or an outside correspond to a budget planning document step in a document; instead, it is
Business Process that happens during the scenario task step in the used to reflect a document
Budget generated by a task step; this
Activity / document
Planning shape does not have any outgoing
Event flow lines

Unit Process: Identifies a task that is covered in a Corresponds to

step-by-step manner in the scenario a task step in Manual Process: Covers a task Does not generally correspond to
the document that is manually done a task step in a document;
Unit Process Manual instead, it is used to reflect a task
Proces that is manually performed, such
s as unloading a truck in the
warehouse, which affects the
process flow.
Process Reference: If the scenario references another Corresponds to
scenario in total, put the scenario number and name a task step in
Process here. the document
Existing Version / Data: This block Does not generally correspond to
Reference covers data that feeds in from an a task step in a document;
Existing external process instead, this shape reflects data
Version / coming from an external source;
Data this step does not have any
Sub-Process Reference: If the scenario references Corresponds to incoming flow lines
another scenario in part, put the scenario number, a task step in
Sub- name, and the step numbers from that scenario here the document
Reference System Pass / Fail Decision: This Does not generally correspond to
System block covers an automatic a task step in the document;
Pass/F decision made by the software instead it is used to reflect an
Process Decision: Identifies a decision / branching Does not
ail automatic decision by the system
Decisio that is made after a step has been
point, signifying a choice to be made by the end usually executed.
user. Lines represent different choices emerging correspond to a n
Proces from different parts of the diamond. task step in the
s document;
Decisio Reflects a
n choice to be
made after step

Master Data Used

Service Plant
 Material/Service
 Material
 Sold-to party
 Ship-to party
 Payer
 Plant
 Storage Location
 Company Code
 CO Area
 Sales organization
 Distribution channel
 Division
 Employee