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Purpose

As a field service technician, you can use hand-held devices to call up the necessary information about the next service appointments.

From the order overview, you can branch to the details with the technical information. You can display warranty and contract information as well as address and customer data.

After the order has been completed, you can technically confirm the times required, material used and dates involved quickly and easily.

The data is transferred automatically from your hand-held device to the R/3 System and is then available for further processing and evaluation.

Errors can be processed by the technician directly on the hand-held device or by an internal service employee after the data has been transferred to the R/3 System. The explanation of the problem in internal service means that even if there are inconsistencies on the R/3 side, the technician is not prevented unnecessarily from performing their work.

Prerequisites

To assign operations to the technicians, the following prerequisites must be fulfilled in the R/3 System:

  1. For the technician who logs on to the Internet server, you must link the user master record to the employee master record. To do this, you enter the user as info type 0105 and communication type 0001 in the employee master record.
  2. If the technician should also be represented as a customer, you must link the customer master record to the employee master record for the relevant company code. This is advisable if you manage the fleet object stocks as a customer consignment. To do this, choose Logistics ® Sales and Distribution ® Master Data ® Business Partners ® Customer ® Change ® Complete and enter the personnel number in the required company code on the Account management tab page.

Process Flow

  1. The processor enters the personnel number of the technician in the operation for the service order and releases the order.
  2. When you as the technician next call up your order list from the R/3 System, the associated data is transferred to your hand-held device.

You always see the released operations assigned to you on the hand-held device.
  1. From the overview, you use a hyperlink to call up the detail screen for the operation.
  1. You confirm the times required and material used and perform a technical completion confirmation.
  2. You transfer the data to the R/3 System using the send button. Depending on the type of browser, there are two transfer options:

Caution

In the standard system, data is sent with reference to the existing session. However, a session is only valid for a limited time. It is therefore advisable to log on to the Internet server or R/3 System again before sending. For this reason, the necessary log-on parameters must be concealed as hidden fields on the HTML page or already defined in the Object Navigator under IWWO Internet Service.

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