This process shows you how to create and process a service order for repair or maintenance work at a customer device for which a service contract was completed. It incorporates the confirmation of the service order and resource-related billing with reference to the service contract.

The customer calls to report an equipment breakdown. A service technician must replace the damaged parts in the equipment. A service contract exists for this equipment. The contract incorporates special price agreements for the materials to be used during the repair work. You create a service order, and the system displays the contract for the damaged equipment on the object information screen. The components required for the repair work are assigned to the individual operations in the order. The cost report gives you an overview of the planned costs determined for the order as a result. The actual hours worked by the service technician as well as the components replaced are confirmed for the service order. The system creates a billing request for resource-related billing. In doing this, the system takes price determination information from the service contract including any additional price agreements into account. The billing request is processed in the Sales and Distribution application component and released for billing.