Service Recall Orders

The service recall order is a special sales order for processing recall actions. Your customer requests that you deliver a certain quantity of service parts, to be exchanged for built-in damaged parts, at a particular time.

You create a service recall order to start a recall action. For the prerequisites necessary for this, see Service Recall Processing: Exchange of Defective Products.

Integration

The service recall order is part of Service Recall Processing.

Prerequisites

In Customizing for Customer Relationship Management, you have made the following settings:

To use reference objects and enter the product IDs of the objects in the service recall order, you have created a subject profile with subject profile category Y Individual Object (Sales Order). For more information, see Customizing for SAP CRM at Customer Relationship Management Basic Functions Catalogs, Codes, and Profiles Define Subject Profiles .
You have created a separate transaction type for service recall processing, and have assigned this subject profile to it under External Reference Objects. For more information, see Customizing for SAP CRM at Customer Relationship Management Transactions Basic Settings Define Transaction Types .

Features

When you create a service recall order, you have to specify the product service letter for service recall processing. The system copies data, such as price agreements, from the product service letter, and copies product data for the service parts from the related sales order template, to the service recall order.

Activities

You enter the product service letter ID that you want to use for service recall processing, in the header area of the service recall order in the Product Service Letter field.
The appropriate Customizing (see the Prerequisites section) results in an additional assignment block called Reference Objects being displayed at header level in the service recall order. In this assignment block, you enter the product IDs of the objects for which the customer should receive service parts in exchange for the damaged parts.

Once you have entered the objects in the Reference Objects assignment block, the system automatically creates the corresponding order items. The quantities for each of the order items are calculated by multiplying the quantity for each of the items in the sales order template by the number of objects entered in the service recall order.