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Function documentationIn-House Repair Orders 


You create an in-house repair order within complaints processing if a customer wants to send in or bring in a defective product for repair.

You can create in-house repair orders in the following interfaces:

  SAP GUI for Windows

  Interaction Center (IC) WinClient

  People-Centric UI (PC UI)



The in-house repair order is integrated with service processes and sales transactions. This means you can create in-house repair orders as follow-up documents and thereby transfer the data from each preceding document.

A complaint can precede an in-house repair order, but this is not necessarily the case.

An in-house repair is integrated with Structure linkActions in CRM Enterprise.


For detailed information about the data exchange between CRM systems and integrated Enterprise Resource Planning (ERP) systems, see Data Exchange for Complaints: CRM Server – SAP ECC.




In addition to the Structure linkcomplaint, the following functions are available in the in-house repair order.

  Returns item and allocation of a unique return material authorization (RMA) number

After creating a returns item to show that a consignment of goods is expected from the customer and then saving the in-house repair order, a unique return material authorization (RMA) number is allocated. The unique RMA number is made up of the in-house repair order number and the item number of the returns item.

By saving the in-house repair order, SAP CRM replicates the order for logistical purposes in SAP ERP Central Component (SAP ECC). The returns item of the in-house repair order is replicated as a returns request item in a sales order in SAP ECC. Then, a sales order with the same document number as in SAP CRM exists in SAP ECC. In this way, the unique RMA number is also available in SAP ECC.

The customer receives the unique RMA number, which he or she can then use to send in the products for repair. After the returns delivery is received, you can use the RMA number to directly assign the product sent in for repair to the repair order.


The creation of a diagnosis item shows that the defective part should be inspected after the returns delivery.

After the returns delivery is received and the technical analysis (diagnosis) is performed, you can document the result as follows:

  By filling out a HTML file for the diagnosis item. You can tailor the HTML page to your needs.

  By selecting the damage reason from a list of predefined damage codes

  Planning repair services and service parts with pricing

If the product is repaired, create repair items and possibly service part items for the in-house repair order. The system determines the prices for each repair item. Pricing is influenced by the following parameters:

  Services or service parts that are covered by an existing warranty

  Reductions for customers

  Customer-specific prices (discounts) that are covered by the service contract

  Availability information

Availability information informs you whether the service parts are currently in stock. Each service part item generates a reservation in the back end system, which can be used to trigger an early procurement process.

  Cost estimate

You can create a cost estimate for each repair item. If the customer rejects the quotation, the system generates a return delivery of the defective part to customer.

  Confirmation of working times and service parts

Following the repair, the service representative confirms the actual working time and service parts used. The withdrawal of service part items in the confirmation updates the stock levels at the relevant repair center.

All the confirmation items relevant for controlling update the related controlling object.

Within the confirmation, you can differentiate between the service type, valuation type, and internal bill-to parties. The service type enables you to differentiate between the internal costs for services performed by a skilled employee and those performed by a trainee. You can use accounting indicators to distribute the incurred costs to different bill-to parties.

For more information, see Structure linkService Confirmations.

  Delivery of product

Following the repair, you create a return delivery item.

  Loan device management

You can send loan devices to customers during a repair to bridge long repair times. The repair order manages the loan devices.



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