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.
This document aims to serve the purpose of explaining how repair process can be handled at manufacturing plants for the components or parts as well as 3rd party parts (from external vendors).
We also cover how replacement can be executed as a part of standard SAP Process from notification if business decides to have replacement instead of repairing the item (repairing may be carried out but customer is supplied with replacement part immediately & repaired part is then used as an independent component)
Below Master Data is mandatory to execute the below depicted SAP Standard Repair Process-
There are 10 process steps which need to be executed to complete the repair process. As indicated before, it is imperative to have 2 master data in SAP (Material Master & Equipment Master) created in advance before below steps are executed.
On receiving customer complaint or return component for repair process, notification needs to be created by business wherein information below can be entered like-
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-
Within notification, mandatory fields as indicated below can be entered and then repair order needs to be clicked within the action box on the right side-
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-
To receive the repair material, we create returns delivery using Transaction code VRRE, below details needs to be put-
Check the details in the returns delivery-
Return Delivery - 7008500050
Now, Goods receipt for the repair material needs to be done using VL02n transaction code as indicated-
Pl check the document flow for material document-
Check the movement type used for return material-
Pl see above that this is non valuated material and there is no financial postings.
Now we create the service order for this return material from sales order VA03 transaction, hit the proposal button below as indicated-
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-
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-
We update the settlement rule-
We come to IW42 transaction to confirm the operations and issue the components to service order as below
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-
Goods issue accounting entries are as below-
In the cost tab of service order, we can check the costs-
Planned & actual costs are displayed-
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