The service monitor provides a graphical status overview for the following service transactions and their items:
Service orders
Service confirmations
Complaints
Returns
In-house repairs
Example
A service manager can use the service monitor to identify the following:
Transactions that cannot be processed further since the required quantity of service parts has not yet been delivered or fully delivered, meaning that a requested repair service cannot be performed
Transactions that should be escalated since, although a high priority service was requested one month ago, the service has still not been performed and confirmed because no field service employee with the required qualifications is available
You can make the following optional settings for the service monitor in Customizing for Customer Relationship Management
, under :
If you want to change the set of available business objects, you can do this in the activity Define Customer-Specific Objects for Search
.
If you want to define customer-specific search criteria and result list fields, you can do this using the business add-ins (BAdIs) provided.
In the service monitor, you can search for transactions (using header-level search criteria) or items (using item-level search criteria). The search criteria available are the same as for regular transaction searches. The appearance of the results list depends on the type of search that you perform, as follows:
Search using header-level criteria
The service monitor displays a hierarchical list of transactions that correspond with your search criteria. You can expand the hierarchical list to show the items belonging to the respective transactions, and their statuses.
You can also switch to an item table view to show a list of items. In this view, you can use the standard functions of this view, such as sorting.
If you search for service orders to display in the service monitor, you can select an order from the result list and display a list of service confirmations that have been created for the order.
Search for item-level data
The service monitor automatically displays the results as an item table with the standard table functions available.
You can navigate to the transaction or item details to resolve any issues or trigger further processing.
The quick info of each icon provides a description of the relevant status. The following tables provide additional information about the meaning of each status:
Type of Status |
Quick Info |
Meaning |
---|---|---|
Acceptance |
All Items Accepted |
No items have the status |
Items Rejected |
One or more items have the status |
|
No icon |
The status is not relevant for all items. |
|
Stock Transfer |
Purchase Orders Completed for All Items |
Purchase orders have been completed in SAP ERP for all the items (all the items have the status |
Purchase Orders Created |
Purchase orders have been created in SAP ERP for all the items (all the items have at least the status |
|
Purchase Orders Not Created |
A purchase order for at least one item has not been created in SAP ERP (at least one of the items has neither the status |
|
No icon |
The status is not relevant for all items. |
|
Delivery |
Delivery Completed for All Items |
Delivery has been completed for all items (all the items have the status |
Delivery Partially Completed |
All items have at least the status |
|
Delivery Not Started |
At least one of the items has neither the status |
|
No icon |
The status is not relevant for all items. |
|
Goods Issue |
Goods Issue Completed for All Items |
Goods issue has been completed for all items (all the items have the status |
Goods Issue Partially Completed |
Partial goods issue has taken place for all items (all items have at least the status |
|
Goods Issue Not Started |
At least one of the items has neither the status |
|
No icon |
The status is not relevant for all items. |
|
Confirmation |
Confirmations Completed |
All confirmations created for the transaction have the status |
Confirmations Not Completed |
At least one confirmation created for the transaction does not have the status |
|
Confirmations Contain Errors |
At least one confirmation created for the transaction has the status |
|
No icon |
No confirmations have been created for the transaction. |
|
Quotation |
Quotation Completed |
The preceding service order quotation has the status |
Quotation in Process |
The preceding service order quotation has the status |
|
No icon |
The service order was not created as a follow-up to a service order quotation. |
|
Availability |
Availability Confirmed for All Items |
The requested quantity and date have been confirmed for all items. |
Availability Partially Confirmed |
The quantity has been confirmed for all items, but for a later date or for a lower quantity than requested. |
|
Availability Not Confirmed for All Items |
The quantity has not been confirmed for all items. |
|
No icon |
No availability check has taken place or no ATP profile was found for any items. |
|
Cancellation |
Not Canceled |
The service confirmation has not been canceled internally. |
Canceled |
At least one of the service confirmation items has been canceled internally. |
|
Billing |
Billing Completed for All Items |
All items have been fully billed (all the items have the status |
Billing Not Completed for All Items |
At least one item has not been fully billed (does not have the status |
|
No icon |
No items are relevant for billing. |
|
SLA |
Items Due |
Items are due for completion according to the date in the |
Items Not Due |
No items are due for completion. |
Type of Status |
Quick Info |
Meaning |
---|---|---|
Acceptance |
Item Accepted |
The item does not have the status |
Item Rejected |
The item has the status |
|
No icon |
The status is not relevant for the item. |
|
Stock Transfer |
Purchase Order Completed |
The purchase order for the item has been completed in SAP ERP (the item has the status |
Purchase Order Created |
A purchase order for the item has been created in SAP ERP (the item has the status |
|
Purchase Order Not Created |
A purchase order for the item has not yet been created in SAP ERP (the item has neither the status |
|
No icon |
The status is not relevant for the item. |
|
Delivery |
Delivery Completed |
The item has the status |
Delivery Partially Completed |
The item has the status |
|
Delivery Not Started |
The item has neither the status |
|
No icon |
The status is not relevant for the item. |
|
Goods Issue |
Goods Issue Completed |
The item has the status |
Goods Issue Partially Completed |
The item has the status |
|
Goods Issue Not Started |
The item has neither the status |
|
No icon |
The status is not relevant for the item. |
|
Availability |
Availability Confirmed |
The requested quantity and date have been confirmed for the item. |
Availability Partially Confirmed |
The quantity has been confirmed for the item, but for a later date or for a lower quantity than requested. |
|
Availability Not Confirmed |
The quantity has not been confirmed for the item. |
|
No icon |
No availability check has taken place or no ATP profile was found for the item. |
|
Cancellation |
Not Canceled |
The item has not been canceled internally. |
Canceled |
The item has been canceled internally. |
|
Billing |
Billing Completed |
The item has the status |
Billing Not Completed |
The item does not have the status |
|
No icon |
The item is not relevant for billing. |
|
SLA |
Item Due |
The item is due for completion according to the date in the |
Item Not Due |
The item is not due for completion. |