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 Service Notifications in the Internet (CS-CM-SN)

Use

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 Customer Service component in the same way as service notifications entered in the SAP System.

Type of Internet Application Component

Consumer-to-Business

Advantages for Your Customers:
  • Your customers can send service notifications round the clock.

  • 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.

Advantages for You as Service Provider:
  • You can design the screen layout in such a way that the entry of required data for the customer is quick and easy.

  • 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.

Prerequisites

Authorizations/Security
R/3 Users

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

Authorization Object

Description

I_BEGRP

Authorization group

I_IWERK

Planning plant

I_SWERK

Maintenance plant

I_QMEL

Notification type

I_TCODE

Transaction authorization for IWWW

Internet Users

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 .

Standard Settings and Default Values

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 system.

Features

Differences to Transaction in the System

This Internet application component does not include the following functions of the 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

Modification Options

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

Caution Caution

Each change made to SAP development objects that are used for the Internet Application Component is regarded as a modification.

You should not change the development objects of the standard version under any circumstances.

End of the caution.
Service Name

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 screen numbers.

SAP Development Objects

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:

Development class:

IWWW

Transaction:

IWWW

Function group for the screens:

SAPMIWOW

Function modules:

BAPI_CUSTOMER_EQUIPMENTLIST

BAPI_CUSTOMER_NOTIFIC_LIST

BAPI_SERVICENOTIFICAT_CREATE

BAPI_EQMT_GETCATALOGPROFIL

Data Output Using the Internet Transaction Server

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.