As per SAP help document which is pasted below, this document will demonstrate 2 option.
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Task Determination and Notification Monitoring
Purpose
To provide good customer service, it is important to have an overview of:
- Incoming service notifications
- Services to be provided
- Progress in completing the service notifications
When entering notifications, you can use the automatic determination of standard tasks.In the case of further processing, the function for notification monitoring always provides you with a current overview of the standard tasks. This ensures that you are up-to-date with regard to customer requests and problems do not escalate unnecessarily.
Prerequisites
The parameters Response Profile, Service Profile and, if necessary, Priority must be preset in Customizing. These parameters determine the times and the time interval, at which a particular response must be made to a notification (refer toExample: Automatic Determination of Tasks).A response profile must be assigned to a notification. This can be done in two ways:
- Using the notification type
- Using a service contract
Settings for Notification TypeYou have maintained the following data in Customizing under Plant Maintenance and Customer Service® Maintenance and Service Processing ® Maintenance and Service Notifications:
- You have defined standard tasks using the code and catalog functions.
- You have defined response profiles, entered the standard tasks and times, in which they must be executed.
- You have defined service profiles and assigned a response profile, if required.
- You have assigned response profiles and service profiles to the notification types.
- If necessary, you have also defined priority types, priorities for each priority type, and assigned the priority types to the notification types.
Note that the response profile, which is entered in the service profile, overrides the response profile for the notification type. The response profile for the notification type is only decisive if:
- No response profile has been entered in the service profile
- The notification is entered outside of the service windows
Settings for Service Contract
In addition to the above data, you also have maintained the following data:
- You have assigned a response profile to the service profile in Customizing.
- You have created a characteristic master record and entered it as table name
T355R and field name SERWI on the additional data screen. You have thereby assigned the service profile to the characteristic and displayed the Service profile field in the material master record on the characteristic valuation screen.
- You have created a service product (material master record of material type DIEN), classified and performed a characteristic valuation. You have entered the above service profile, to which a response profile is assigned, for the characteristic valuation.
- You have created a service contract for a technical object (functional location or equipment) and entered the service product.
Process Flow
- When entering a notification, call up the function for
automatic task determination.The system copies the standard tasks into the task overview for the notification, where you can add specific information, such as text.
- After entering the notification, you use the list editing function to create a list of all the notifications starting from a particular date.
You can use the monitor to monitor the response times for all tasks.
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Steps for the demonstration
Two characteristics to be created as below. Values of one characteristics which will determine the service profile dynamically though variant configuration as explained in help document.
Characteristics 1: Call Severity
Characteristics 2: Service Profile. This will be a reference characteristics which will be determined based on the value of 'Call Severity'. For this we need to maintain data like below. This will be responsible for determining the service profile in the Notification dynamically through a contract.
We can have more than one parameters which can determine the service profile
Once class with class type 300 to be created and assigned the material which would be the service product.
One material need to be created with material Type KMAT.
One config table to be created (CU61). This table will have mapping of values between the 'call severity' and 'Service Profile'. This will drastically reduce the efforts of writing hard coded and complex code in the procedure. it takes care or one to one or many combination to one output reference characteristics values during configuration evaluation.
The value to be maintained in the config table is as below.
One dependency(CU01) to be created where we write as a procedure.
One Configuration profile needs to be created and above class and the procedure can be assigned as below.
Class need to be assigned to the material through configuration profile. Need not assign through MM01.
Once it is done, we can check the evaluation of the variant configuration through simulation CU50.
Click of Configuration(F8), enter the input characteristics values as 'H' and press enter and based on the config table mapping the Service Profile is derived as 'ZM'. That means the configuration is working fine. this simulation is helpful without creating any sales document like contract, sales order where the configuration is intended to work.
Configuration needed to be done for the service Notification
.
SPRO>Plant Maintenance and Customer Service>Maintenance and Service Processing>Notification Processing>Response Time Monitoring>Define Response Monitoring>Define response profile. Please note here priority is maintained at the response profile. If in addition, if individual task is determined by the priority, that also can be done.
SPRO>Plant Maintenance and Customer Service>Maintenance and Service Processing>Notification Processing>Response Time Monitoring>Define Response Monitoring>Define Service Profile.
Click on Service window. Through this we assign service profile to response profile and service windows. Please note the timing on the service window and time at which the notification is created, this timing can create different task based on the response profile. During non office hours the response could be different than during office hours.
SPRO>Plant Maintenance and Customer Service>Maintenance and Service Processing>Notification Processing>Response Time Monitoring>Define Response Monitoring>Response Time Monitoring for Notification Type.
Please see in the notification type 'S1' the default service profile is maintained. because this is being dynamically derived from the variant configuration evaluation. as per SAP Help, system will override with value determined dynamically.
Sequence: Option 1: Notification type ---> Service profile & Response profile --> Priority ---> Task(s) if service Window is irrelevant. (Default way)
Option 2: Notification type ---> Service profile ---> Response profile --> Priority --> Task(s) if service Window is irrelevant based on the time window.
Option 3: Current demonstration: SD Contract --> Configuration evaluation --> Dynamic Service profile determination when the contract is assigned to Notification --> Service Window --> response Profile --> Task(s) without priority
Create a SD contract VA41 with the material and evaluate the variant configuration.
Create notification (IW51), Assign the Sold to party, contract, and then click the 'determine Task'
Two tasks with responsible person, and task planed date/time and task planned end date/time are automatically determined.
Once the tasks are created, it can be monitored by the assigned person and timelines and completed.
Some more document to follow on additional functionalities of Task and Action Box. Hope it helps.....
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