Process Flow (Service Notifications)
When you use the Internet application component
Service notifications
, the process is as follows:
Note
The process outlined below describes the Internet application component delivered with the standard system. However, if you want to represent your own processes, you should use the Internet application component that is delivered in the standard system as a reference for performing customer-specific development. Do not modify the development objects of the standard system under any circumstances. Instead you should modify copies of them (in your own name range where necessary).
If your customer has a problem with a technical system or appliance, you must be informed of this as a service provider.
For this reason, the contact person at the customer company enters a service notification in the Internet. Of course, the customer must be authorized to do this. The contact person selects the object for which the service is requested from a list containing only those objects assigned to his or her company. Then the customer enters his or her order number; this is the reference number under which the service notification will be managed. The contact person then describes the problem using codes, which can be selected from a list on an object-specific basis, and with free text.
As soon as the notification is sent, the SAP system assigns a service notification number and passes this on to the customer contact person.
The service/maintenance planner at your company as the service provider receives the customer service notification online. He or she receives this directly into their pool of new notifications, that is, without any great time delay. He or she may then be in a position to react immediately by analyzing the problem, making inquiries at the customer company, sending a service technician to the customer company, or delivering a spare part.