You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service.
This function is available in CRM Enterprise, Interaction Center, Web Channel, and Mobile.
Depending on your Customizing settings, you can:
Create a service order as a follow-up transaction of another transaction (for example, a service order quotation)
Create follow-up transactions from a service order (for example, a service confirmation or complaint)
Create a service order as a follow-up transaction of a service order template
For information on the flow of data between SAP CRM and SAP backend systems, see Data Exchange for Service Orders: CRM Server - SAP ECC / SAP APO.
If you have an integrated SAP NetWeaver BI system, you can use predefined or customer-defined BI Content to evaluate, for example, order volumes and lead times. For more information, see the SAP Library under
.You have configured your service order transaction(s) in Customizing for Customer Relationship Management, by choosing
and .The service order is predefined as follows in the standard system:
Transaction type SRVO
Item categories:
SRVP for service items
SRVM for service part items
SRVS for sales items
SRVE for expense items
If the settings for these Customizing objects do not reflect your business requirements, you can copy them and modify the copies.
In a service order, you can enter the following information for a planned service:
Products representing services, service parts, products sold, and expenses
For more information, see Products in Service Transactions.
Reference objects for the service
You can update information for an installed base if, for example, the customer reports a change to an installed base when requesting a service.
Categories that provide technical information relevant to the service
Categories are defined using Multi-Level Categorization.
The system can determine valid service contracts for reference in a service order. If you reference a service contract, details from the contract are automatically copied to the service order. For more information, see Service Contract Determination.
You can set up warranty checking to automatically determine valid warranties for reference objects. For more information, see Warranty Check for Coverage of Services.
You can record counter readings for installed base components and objects
Pricing takes place using the generic SAP CRM pricing functions. For more information, see Pricing.
You can use an accounting indicator in an order item to determine different prices for products, based on absolute or percentage discounts and surcharges for services performed under warranty. You define discounts and surcharges in pricing conditions.
You can use an accounting indicator in an order item to determine the settlement receiver of costs. For example, in the case that a service is covered by a warranty, you may want the quality management department to be the receiver, and in the case of a free-of-charge repair, you may want the sales department to be the receiver instead of the executing cost center.
You can assign the following objects as alternate cost collectors for controlling:
ERP internal order
ERP work breakdown structure (WBS) element
ERP customer order / item
ERP profitability segment
ERP cost center
CRM order
These settings are not binding and can be changed before releasing the order. To finally post amounts in controlling, you create a billing request, in which you have the option of changing the amount allocation. Amounts are posted when you release the billing request on the Billing Requests page.
For more information, see Controlling Integration and Amount Allocation with SAP ECC Integration.
You can either bill for the resources planned in a service order, or for the resources actually confirmed. Billing for services takes place in SAP CRM. For more information about billing functions, see Billing.
In a service orders, you can influence billing as follows:
Determine different rates for billing (for example, for weekend work, overtime, travel time, or depending on the qualifications of the service representative)
You do this by entering a service type or valuation type.
Split billing amounts among bill-to parties
You do this by defining amount allocation (see the information on billing requests in the section “Amount Allocation” above).
You can attach files to service orders and use the content management functions available in SAP CRM.
You can print a summary of the services planned in a service order using the Output button on the overview page of the order. You determine the output medium using Output Determination.