Entering a Problem Notification and Creating a Service Order 

Use

The customer informs you about a defective piece of equipment. You accept a problem notification and enter the notification data in the system. The service order is created directly from problem notification processing.

Procedure

  1. Call up the transaction as follows:
    2.

    Menu Path

    Logistics ® Customer Service ® Service Processing ® Notification ® Create (Special) ® Problem Notification

    Transaction Code

    IW54

  2. Enter the following data:
    3.

    Field

    Data

    Equipment

    10003562 or equipment from previous process

  3. Choose .

    4. The system copies further information from the equipment master record into the notification (for example, sold-to party, functional location).

  4. Enter the following data:
    5.

    Field

    Data

    Notification (in the first line)

    Hard disk + CD disk drive defective

  5. Choose .
  6. Check the object information, by selecting in the section Reference object.

    7. The dialog box informs you which notifications and orders were entered regarding this equipment.

  7. Choose .
  8. To create a service order directly from notification processing, choose .

    9. The Create order dialog box appears.

  9. Choose .
  10. In the First operation screen area, enter the following data:
    11.

    Field

    Data

    Operation

    Check/change hard disk + CD disk drive

  11. Choose .

    12. The system proposes further information necessary from the equipment master record into the service order (for example, work center).

  12. Choose Extras ® Sales data.

    13. You can recognize that the service order is assigned to a sales organization (that is, a combination of the sales organization, distribution channel, and division). This proposal was also taken from the equipment master record data. The assignment of a sales area is required for service order billing.

  13. Choose .
  14. To put the order in process, choose .
  15. Select W/o print, then choose .
  16. To confirm possible warning messages, choose .

    17. The system saves the service order and the corresponding notification.

  17. Note the number of the order.
  18. Choose , untli the overview tree appears..
  19. In the dialog box, choose No.