Service Notification
Definition
Means with which customer notifications are created and managed in the areas of Plant Maintenance and Customer Service. The following notification types are predefined in the standard system:
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Informing a customer of a malfunction or damage that occurs
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Request for service to be performed
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Documentation of activities that have been performed
In addition to these standard notification types, you can also define your own user-specific notification types.
You can configure the screens for the individual notification types in Customizing.
Use
If a customer device has to be repaired or maintained, the contact person on site at the customer can enter a service notification directly in the SAP system, or inform the customer service department of the problem by telephone, fax or mail. For the latter, the customer service employee for the device vendor or manufacturer enters the notification in the system.
You can enter the following data in all notification types:
Object and partner data
This data describes the reference object for the service notification (functional location, equipment, material and serial number), the organizational structures involved (sales organization, distribution channel and column), sold-to-party, contact person and so on.
Problem and damage data, using catalogs and classification
This data describes the required service including the reason for the notification and the steps necessary for notification processing.
Execution data
This data refers to the activities to be executed, for example, priority, time information, responsibilities.
Structure
A service notification consists of a notification header and one or more items.
Notification header data is information that is used to identify and manage the notification. It is valid for the whole notification.
Depending on the notification type, the notification items contain data describing in greater detail the problem or malfunction that occurred, or the activity that was performed.
