Service Monitor

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The service monitor provides a graphical status overview for the following service transactions and their items:

Service orders
Service confirmations
Complaints
Returns
In-house repairs
Incidents/service requests
Problems
Requests for change

Example Example

A service manager can use the service monitor to identify the following:

Transactions that cannot be processed further since the required quantity of service parts has not yet been delivered or fully delivered (the requested repair cannot be performed)
Transactions that must be escalated because a high priority service was requested one month ago and the service has still not been performed and confirmed since no field service employee with the required qualifications is available

End of the example.

Prerequisites

You can make the following optional settings for the service monitor in Customizing for Customer Relationship Management, under Start of the navigation path Transactions Next navigation step Basic Settings Service Monitor Settings End of the navigation path :

If you want to change the set of available business objects, you can do this in the activity Define Customer-Specific Objects for Search.
If you want to define customer-specific search criteria and result list fields, you can do this using the business add-ins (BAdIs) provided in the above Customizing section.

Features

In the service monitor, you can search for transactions (using header-level search criteria) or items (using item-level search criteria). The search criteria available are the same as for regular transaction searches. The appearance of the results list depends on the type of search that you perform, as follows:

Search using header-level criteria
The service monitor displays a hierarchical list of transactions that correspond with your search criteria. You can expand the hierarchical list to show the items belonging to the respective transactions, and their statuses.

You can also switch to an item table view to show a list of items. In this view, you can use standard functions such as sorting.

If you search for service orders to display in the service monitor, you can select an order from the result list and display a list of service confirmations that have been created for the order.
Search for item-level data
The service monitor automatically displays the results as an item table with the standard table functions available.

You can navigate to the transaction or item details to resolve any issues or trigger further processing.

Statuses

The quick info of each icon provides a description of the relevant status. The following tables provide additional information about the meaning of each status. Note that the statuses that are applicable vary between transaction types.

Statuses for Transactions
Type of Status	Status Icon	Quick Info for Status	Meaning
Acceptance	Green	All Items Accepted	No items have the status Rejected.
	Red	Items Rejected	One or more items have the status Rejected.
	No icon	No icon	The status is not relevant for all items.
Stock Transfer	Green	Purchase Orders Completed or Completely Delivered for All Items	Purchase orders have been completed in SAP ERP for all the items (all the items have the status OLTP Purchase Order Completed or OLTP Purchase Order Fully Delivered).
	Yellow	Purchase Orders Created and Not Completely Delivered for All Items	Purchase orders have been created in SAP ERP for all the items and at least one item has one of the following statuses: OLTP Purchase Order Created OLTP Item Partially Confirmed OLTP Item Completely Confirmed OLTP Item Partially Delivered
	Red	Purchase Orders Not Created	A purchase order for at least one item has not been created in SAP ERP (at least one of the items has none of the following statuses): OLTP Purchase Order Created OLTP Purchase Order Completed OLTP Item Partially Confirmed OLTP Item Completely Confirmed OLTP Item Partially Delivered OLTP Item Completely Delivered
	No icon	No icon	The status is not relevant for all items.
Delivery	Green	Delivery Completed for All Items	Delivery has been completed for all items (all the items have the status Completely Delivered)
	Yellow	Delivery Partially Completed	All items have at least the status Partially Delivered and at least one of the items does not have the status Completely Delivered.
	Red	Delivery Not Started	At least one of the items has neither the status Completely Delivered nor the status Partially Delivered.
	No icon	No icon	The status is not relevant for all items.
Goods Issue	Green	Goods Issue Completed for All Items	Goods issue has been completed for all items (all the items have the status Goods Issue Completed).
	Yellow	Goods Issue Partially Completed	Partial goods issue has taken place for all items (all items have at least the status Goods Issue Partially Completed) and at least one of the items does not have the status Goods Issue Completed.
	Red	Goods Issue Not Started	At least one of the items has neither the status Goods Issue Completed nor the status Partially Completed.
	No icon	No icon	The status is not relevant for all items.
Confirmation	Green	Confirmations Completed	All confirmations created for the transaction have the status Completed.
	Yellow	Confirmations Not Completed	At least one confirmation created for the transaction does not have the status Completed and no confirmations created for the transaction have the status Contains Errors.
	Red	Confirmations Contain Errors	At least one confirmation created for the transaction has the status Contains Errors.
	No icon	No icon	No confirmations have been created for the transaction.
Quotation	Green	Quotation Completed	The preceding service order quotation has the status Completed.
	Yellow	Quotation in Process	The preceding service order quotation has the status In Process.
	No icon	No icon	The service order was not created as a follow-up to a service order quotation.
Availability	Green	Availability Confirmed for All Items	The requested quantity and date have been confirmed for all items.
	Yellow	Availability Partially Confirmed	The quantity has been confirmed for all items, but for a later date or for a lower quantity than requested.
	Red	Availability Not Confirmed for All Items	The quantity has not been confirmed for all items.
	No icon	No icon	No availability check has taken place or no ATP profile was found for any items.
Cancellation	Green	Not Canceled	The service confirmation has not been canceled internally.
Cancellation	Red	Canceled	At least one of the service confirmation items has been canceled internally.
Billing	Green	Billing Completed for All Items	All items have been fully billed (all the items have the status Fully Billed).
	Red	Billing Not Completed for All Items	At least one item has not been fully billed (does not have the status Fully Billed).
	No icon	No icon	No items are relevant for billing.
SLA	Red	Items Due	Items are due for completion according to the date in the To Do By field of the item details. The SLA status is only displayed for service items.
SLA	Green	Items Not Due	No items are due for completion.
Checklist Step	Green	Checklist Steps Completed	All checklist steps have the status Completed or Rejected.
	Yellow	Checklist Steps in Process	None of the checklist steps has the status Open, but at least one has the status In Process.
	Red	Checklist Steps Open	At least one of the checklist steps has the status Open.
Approval	Green	Approved	The request for change is approved.
Approval	Red	Waiting for Approval	Approval is pending for the request for change.
Lock	Locked	Locked	The incident or service request is assigned to a master transaction and can only be handled through that transaction.
Lock	Unlocked	Not Locked	The incident or service request is not assigned to a master transaction.

Statuses for Items
Type of Status		Quick Info for Status	Meaning
Acceptance	Green	Item Accepted	The item does not have the status Rejected.
	Red	Item Rejected	The item has the status Rejected.
	No icon	No icon	The status is not relevant for the item.
Stock Transfer	Green	Purchase Order Completed or Completely Delivered	The purchase order for the item has been completed in SAP ERP (the item has the status OLTP Purchase Order Completed or OLTP Item Completely Delivered).
	Yellow	Purchase Order Created and Not Completely Delivered	A purchase order for the item has been created in SAP ERP and the item has one of the following statuses: OLTP Purchase Order Created OLTP Item Partially Confirmed OLTP Item Completely Confirmed OLTP Item Partially Delivered
	Red	Purchase Order Not Created	A purchase order for the item has not yet been created in SAP ERP (the item has none of the following statuses): OLTP Purchase Order Created OLTP Purchase Order Completed OLTP Item Partially Confirmed OLTP Item Completely Confirmed OLTP Item Partially Delivered OLTP Item Completely Delivered
	No icon	No icon	The status is not relevant for the item.
Delivery	Green	Delivery Completed	The item has the status Completely Delivered.
	Yellow	Delivery Partially Completed	The item has the status Partially Delivered.
	Red	Delivery Not Started	The item has neither the status Completely Delivered nor the status Partially Delivered.
	No icon	No icon	The status is not relevant for the item.
Goods Issue	Green	Goods Issue Completed	The item has the status Goods Issue Completed.
	Yellow	Goods Issue Partially Completed	The item has the status Goods Issue Partially Completed.
	Red	Goods Issue Not Started	The item has neither the status Goods Issue Completed nor the status Partially Completed.
	No icon	No icon	The status is not relevant for the item.
Availability	Green	Availability Confirmed	The requested quantity and date have been confirmed for the item.
	Yellow	Availability Partially Confirmed	The quantity has been confirmed for the item, but for a later date or for a lower quantity than requested.
	Red	Availability Not Confirmed	The quantity has not been confirmed for the item.
	No icon	No icon	No availability check has taken place or no ATP profile was found for the item.
Cancellation	Green	Not Canceled	The item has not been canceled internally.
Cancellation	Red	Canceled	The item has been canceled internally.
Billing	Green	Billing Completed	The item has the status Fully Billed.
	Red	Billing Not Completed	The item does not have the status Fully Billed.
	No icon	No icon	The item is not relevant for billing.
SLA	Red	Item Due	The item is due for completion according to the date in the To Do By field of the item details. The SLA status is only displayed for service items.
SLA	Green	Item Not Due	The item is not due for completion.