Service notifications are the medium in which service notifications are received by the SAP System. They form the basis for service orders, by means of which the individual services can be planned in detail and subsequently performed.

Service notifications received via the Internet are processed further in the SAP Customer Service component in the same way as service notifications entered in the SAP System.

Consumer-to-Business

• Your customers can enter service notifications directly in their Web server, that is, they do not need to telephone or send a fax.

• Your customers can enter data quickly and easily using the screen layout you have designed.

• Using a list of pre-defined problem codes, your customers can limit their problem and even describe the problem in text.

• Your customers can check the processing status of their notifications at all times.

• You receive the notification online, that is, shortly after it is entered.

• As a result of the short time between entry and receipt of the notification, you are sometimes able to solve the problem immediately.

• You can react speedily to the notification.

• You can structure peak periods for receipt of notifications, and possibly reduce your Hotline personnel.

The contact person who enters the service notifications at the customer company must have authorizations for accessing the following data:

To start this Internet application component, your contact person must log on using their contact person number and a password that you assign.

• Before you create an Internet user, you must specify a contact person for the customer in the Sales component using transaction VD01 or VD02. In the detail screen for the contact person, enter the contact person number as the number of the customer.
• You use this number to create an Internet user with transaction SU05. Here, you can create, change, and delete passwords for Internet users. To be able to explicitly identify a contact person, enter the object type BUS1006001.

The start notification type for transaction IW51 (= Enter service notification) must be defined so that the service notification that your customer sends over the Internet contains all data required by the SAP System.

This Internet application component does not include the following functions of the SAP standard transaction:

• Creation of several items

• Creation of causes, tasks, and actions

• Navigation options in the SAP environment (for example, displaying the material)

• Priorities, dates, internal processing

You can change the screen layout for this Internet application component.

The service name of this Internet application component is IWWW. You can find all the relevant data under this service name in the SAP@Web Studio.

The output forms are in the subdirectory IWWW of the directory TEMPLATES. The following forms are used:

SAPMIWOW_100.HTML

SAPMIWOW_200.HTML

SAPMIWOW_210.HTML

SAPMIWOW_220.HTML

SAPMIWOW_300.HTML

The numbers in the form names correspond to the respective SAP screen numbers.

The data exchange over the Internet is carried out on the SAP side using transactions and function modules. The following development objects are required for the entry and transmission of service notifications:

The output of the data is performed using the Internet Transaction Server (ITS). There, the data determined is mixed with output forms and made available to the Inter-/Intranet in HTML format.