Product service letters are documents that contain previously identified or predictable defects in a product and the instructions for the execution of services necessary to eliminate these defects.
In service recall processing, the product service letter is used to list the objects that are affected by the recall action. Used together with the service recall order, the product service letter makes it possible for the customer to request particular service parts in their maximum permitted quantities for each object affected, for example, computers or cars, without being charged.
When you create a recall order, you have to specify the related product service letter. When the product service letter is used in the recall order, it is locked for other transactions. The system copies data, such as price agreements, from the product service letter, and also copies product data for the service parts from the linked sales order template, to the service recall order.
In service recall processing, the product service letter contains details of the target group, the objects that are affected by the recall action, and a reference to the sales order template. When you create a recall order, you specify the related product service letter.
Note
When you enter an object, the system checks its status. It is only possible to enter objects with the status Open
. When the service recall order is saved, the status of the object in the product service letter changes. The object can only be used again if you
have special change authorization. For more information about change authorization, see Multiple Usage of Objects in Service Recall Orders.
Activities
Create a product service letter. Use the transaction type PSLS
(provided as standard) as a template for the product service letter. All necessary settings are available for this transaction type. To create your own transaction type for this, use the IMG activity Define
Transaction Types
in Customizing for Customer Relationship Management
, at .
Enter the objects in the header area in the header data group Reference Object
.
Enter the template ID of the sales order template, in the header area in header data group Processing Data
.
Release the product service letter for use in service recall processing.