Processing of Service Orders with Warranty-Related Items

Purpose

This process allows you to process a service order, and trigger subsequent processes, when the service order contains items pertaining to the:

  • Replacement of a part covered by a warranty contract

  • Replacement of a return part

    The return part is returned to the manufacturer and replaced with a new one.

  • Rendering of a service or repair covered by a warranty contract

You can trigger warranty claim processing, and return parts processes on the basis of the service order type.

Prerequisites

In Customizing, you must maintain the following settings for the service order types that you want to use to process warranty relevant activities:

  • The trigger to create the warranty claim

  • The trigger to update the warranty claim when you change the service order

  • The warranty claim document type that you want the system to use to create the warranty claim

  • The sales document type that you want the system to use for the return part process

For more information, see:

Start of the navigation path Plant Maintenance and Customer Service Next navigation step Maintenance and Service Processing Next navigation step Integration of Service Processing with Warranty Claims Next navigation step Maintain Warranty Triggers and Enhancements in Service Order End of the navigation path

Process Flow

  1. Select a relevant document type for the service order that you are processing.

  2. Enter the operation and components for the service order. You can use task lists for operations, if available.

  3. If the service order item relates to warranty processing, select the warranty indicator .

    You can also trigger the BAdI for automatic determination of the warranty indicator. You can define your own logic for this determination in the BAdI implementation.

  4. If the service order item relates to a return part, select the return part indicator .

    You can also run the BAdI for automatic determination of the return part indicator. You can define your own logic for this determination in the BAdI implementation.

  5. On the Controls tab page, select the dynamic item profile. Two dynamic item processor (DIP) profiles are provided in the standard system: WTYSC003, which uses actual values for operations and components as a basis for creating dynamic items, and WTYSC004, which uses plan values.

  6. In return parts processing, enter the original equipment manufacturer (OEM) as the Vendor (partner function Vendor ) on the Partner tab page. Since the free delivery sales order can only be created for a customer, ensure that the Customer field is filled on the Start of the navigation path Control view Next navigation step Account control End of the navigation path subscreen in the vendor master (XK01, 02, 03). The application finds this customer for the specified vendor

  7. In Claim creation, ensure that the Sales Area data is entered under Start of the navigation path Extras Next navigation step Sales Data End of the navigation path . You must enter values for Sales Org , Distribution Channel and Division .

  8. If you choose Save , the system performs the following activities:

    1. If you have selected components for return, the system creates a free delivery sales order for the customer mapped to the vendor. It also updates status management at order header and item level by assigning the status as ADVS.

    2. Depending on the the type of DIP profile that is selected, the system generates dynamic items.

    3. If a claim currently exists for the service order, and if claim creation and update status allow, the system transfers the dynamic items to a new claim version. The system also updates the return part status of the component.

    4. You can check the consistency of the claim contents and the service order on the Warranty Claim header subscreen. A check mark indicates inconsistency between the service order and the claim. You can eliminate this inconsistency by updating the claim, that is, by saving the service order and thus creating a new version.

    5. The system updates the document flow of the service order to include all documents that are created directly and subsequently from the service order, such as the warranty claim, free delivery sales order, and its follow-on documents

For more information, and to call the default BAdI implementations supplied by SAP for automatic setting of warranty and return part indicators, see:

Start of the navigation path Plant Maintenance and Customer Service Next navigation step Maintenance and Service Processing Next navigation step Integration of Service Processing with Warranty Claims Next navigation step Maintain Warranty Triggers and Enhancements in Service Order Next navigation step Handle Customer Enhancements in Service Order Next navigation step Handle Automatic Setting of Warranty and Return Part Flags End of the navigation path

See also:

Customer Service Processing (SD-SLS-OA)