SAP CS - Config - DIP

6/26/2014 SAP CS (Customer Service) ...
| SCN
Getting Started New sletters Store
Hi, Padm araju Log Out 19 points Search the Community
Products Services & Support About SCN Downloads
50+
Activity Communications Actions
Industries Training & Education Partnership Developer Center
Lines of Business University Alliances Events & Webinars Innovation Brow se Create
SAP CS (Customer Service) 5 Posts
Quotation Creating using DP80 & DIP Profile

Posted by Rahul Asai Aug 31, 2012
About Author:
Author Rahul G Asai works with IBM in SAP Logistics Domain with 7+ years of experience & is a Consultant by
profession (Engineer academically)& his management skills are honed further by devoting 2 years to MBA from IIT
Kharagpur VGSoM.
Scope / Takeaway:
In course of Customer Service Implementation at one of the major Textile Machine Manufacturing Client in the Europe,
there was a typical requirement to issue Quotations based on service requests of clients using CS Module. There is a
material provided by SAP in the SAP Note in the form of 80 page PDF Document, but this post can be used as a
reference guide along with quick screenshots to get good clarity with ease how the process of creating Quotations
can be adopted from service orders.
Your
DIP Profile for Quotation:
DIP profile is created as indicated below (it is a copy of PS000001, standard provided by SAP with many modifications
as given in subsequent screenshots). Transaction code is ODP1-
Activate below characteristics (based on your business requirement as well) to capture the planned costs from the
service order.
http://scn.sap.com/blogs/rahulasai 1/30
6/26/2014 SAP CS (Customer Service) ... | SCN
Page down & a look at other characteristics as well-
Last set of characteristics as indicated below-
Come to Source Tab on the left. Select Planned Cost if business would want to pull the value into the Qutation based
on planned costs in the Service Order.
Add any set name (using GS01) if there are any constraints on particular parameters to pull the costs from restricted
sources-
Come to Material Determination, Put in the material code in the 2nd row as indicated below with Material Direct
indicator active if all the components in the service orders are to be transferred to Quotations with their respective
cost.
Enter the SET name as indicated below if particular cost elements only are to be used for transferring the costs.
Select a default generic set as indicated below for all the components from the service order.
Quotation from Service Order Process:
Service Order Creation:
With above customization of DIP Profile for Quotation, let's see how we use it at business transaction level.
First, we create the service order using IW31 transaction as indicated below. We put in the Operation & hours
respectively as indicated-
Put the components as well in the component tab if components are involved in repair process-
Check the planned cost of operations & components which would later be transferred into Quotation-
Make sure the DIP profile is assigned through customizing / manually in the control tab-
Quotation Creation:
Come to DP80 Transaction & enter the service order as indicated-
Check the cost flown from service order & hit the Quotation button as indicated-
Confirm the quotation creation-
This will generate the Quotation-
2187 View s 1 Comments Tags: profile, dp80, quotation, dip
Installtion Base Creation in R/3

About Author:
Author Rahul G Asai works with IBM in SAP Logistics Domain with 7+ years of experience & is a Consultant by
profession (Engineer academically)& his management skills are honed further by devoting 2 years to MBA from IIT
Kharagpur VGSoM.
Scope / Takeaway:
In course of Customer Service Implementation at one of the major Textile Machine Manufacturing Client in the Europe,
there was a typical requirement to track installations within CS Module using IBase (Installation Bases). If a closer
look is taken at the customizing nodes available in SPRO, there is no no node dedicated to creation of IBase
Categories & their views. A normal practitioners would sped time on ooogle & various SAP forums to locate where
these IBase categories are customized. To their surprise, it would be discovered that IBases are customized in SAP
CRM as per various forums which also give the configuration path for customization of IBase within CRM.
This post is created in an answer to R/3 utility of IBase within CS Module where various IBase categories & their view
can be defined....not using SPRO customizing nodes but by table maintenance using SM30. Let's dive deep into this
& see how this works. This pose is aimed at helping the CS Consultants to run rather than walk when they face such
difficulties.
IBase Category Creation:

Ibase categories can be created in the view V_T371A as below in SM30 transaction-
Once in the maintenance, you can choose to create a new entry or copy the existing one. Later one is showcased
below-
You need to supply a new name to category & a corresponding description at the last column.
Validate & check if other parameters are set correctly. If yes, you can save it as indicated-
IBase View Creation:
Now, let's see how we add the views into the IBase just created. Come to view V_T371U in SM30 as indicated below-
Select the IBase category whose View needs to be created.
Create new entry as indicated below to add the view-
Add the view as indicated below & save.
Another view can be added by creating a new entry-
Save this view as well.
At last, you can check what all views you have added in the IBase category-
678 View s 0 Comments Tags: in, r/3, base, ibase, installtion
Updation of Service Order Type SM03 to new Order

Type
This post is created for the benefit of SAP Consultant who work in Customer Service Module. There are many threads
in SAP SCN as well as other SAP forums. This enhancement is possible using ABAP brain of Yogesh Shukla who
also works with IBM & brings with 6+ years of experience. Rahul G Asai also works as a functional Logistics
Consultant in IBM & has 7+ years of experience.
Typically when service orders are created from repair sales orders, to carry out service processing like component
replacement, actual activity on work centres, the service order created is of the type SM03. This is standard SAP
behaviour & can not be changed using customizing. New service order types are required in various cases like-
1. Settlement of service cost is required on various settlement objects like on cost centres, WBS or Internal Order if
the repaired component is In Warranty.
2. Sales Order or Profitability Segment if the repaired component is not in Warranty.
3. Any other reporting purpose.
Typically, these order types can be assigned to requirement class (which are assigned to requirement types) & can
be derived within repair sales order. But, these service order types have to be of refurbishment type & gets created
when service notifications are saved. This is not a desired functionality in many of the businesses and as they don't
want the service order immediately after the notification but rather after receiving returned material from the customer
(through sales route using repair sales order).
Therefore, modification is recommended below which can be used to generate different service order types when
they are created in the background automatically from repair sales order (once goods are received using returned
delivery).
Below logic needs to be used in the function module given below at the enhancement points specified-
Function Module: CO_ZV_ORDER_POST

Enhancement Point: co_zv_order_post_07
Enhancement Spots: es_saplcozv
Screenshot of the ABAP coding is given below as a quick reference.

T Code SE37, Function Module # CO_ZV_ORDER_POST
Actual Coding as below-
This program will be triggered automatically when business user tries to create service order from repair sales
order.
Instead of Z Table, standard SAP functionality of variant maintenance would be used for this development.
Screenshot taken from Transaction code STVARV-
967 View s 2 Comments Tags: sm03
Repair Process in SAP CS (Customer Service) - Part I

Posted by Rahul Asai Jul 21, 2012
This blog on Repair Process is written to help SAP CS Consultant on giving a complete
understanding on how Repair Management is captured in SAP. The experience of 2
implementation in Customer Service is utilized to compile this blog on SAP CS. These posts are
created with inspiration & guidance from Priya Pathak (at IBM) who work as a colleague on SAP
Implementation Projects. The author works with IBM presently.
As the length of this post is quite log, this is divided into Part I & Part II. You can refer Part II
for Settlement, Delivery & Billing Process.
1. Scope of the Post / Document

This document aims to serve the purpose of explaining how repair process can be handled at
manufacturing plants for the components or parts as well as 3rd party parts (from external vendors).
We also cover how replacement can be executed as a part of standard SAP Process from notification
if business decides to have replacement instead of repairing the item (repairing may be carried out
but customer is supplied with replacement part immediately & repaired part is then used as an
independent component)
2. Master Data Requirement
Below Master Data is mandatory to execute the below depicted SAP Standard Repair Process-
1. Material Master Data

2. Equipment Master (linked to Material Master)
3. Process Steps – Repair Process
There are 10 process steps which need to be executed to complete the repair process. As indicated
before, it is imperative to have 2 master data in SAP (Material Master & Equipment Master) created in
advance before below steps are executed.
3.1 Receiving Customer Complaint
On receiving customer complaint or return component for repair process, notification needs to be
created by business wherein information below can be entered like-
Cause Codes
Defect Codes
Different activities can be entered which needs to be preformed to repair the products
Priority
Incoming / Outgoing Calls etc.
Warranty validation is carried out within notification if equipment master has got warranty dates &
system correspondingly gives a message if the repair product is in warranty or not.
Transaction Code – IW51

Notification- 300000104
Notification type needs to be entered (Z4) as indicated below-
3.2 Creation of Repair Sales Order
Within notification, mandatory fields as indicated below can be entered and then repair order needs
to be clicked within the action box on the right side-
This will give the pop up wherein repair sales order type, service material needs to be entered, and
save this as indicated below-
This generates the repair sales order & can be seen in the document flow of notification-
SO-109000054
We check this repair sales order in VA03 Transaction code, note the repair button at the bottom-
We can see in the repair tab there is one repair item we need to receive-
3.3 Return Delivery
To receive the repair material, we create returns delivery using Transaction code VRRE, below details
needs to be put-
Check the details in the returns delivery-
Return Delivery - 7008500050
3.4 Goods Receipt against Return Delivery for Repaired Item
Now, Goods receipt for the repair material needs to be done using VL02n transaction code as
indicated-
Pl check the document flow for material document-
Check the movement type used for return material-
Pl see above that this is non valuated material and there is no financial postings.
3.5 Service Order Creation from Repair Order
Now we create the service order for this return material from sales order VA03 transaction, hit the
proposal button below as indicated-
This calls for the task list (list of work centers maintained for the service material)-
Confirm the availability control, save the Sales Order, which will create the service order in the
background.
To check the service order, hit on button below as indicated in VA03 Transaction code-
System would take you to IW33 transaction code where you get to see the service order created.
Service Order – 4000084 is created. Service Order can be seen below in transaction IW33-
3.6 Service Order Updation with Operations, Components & Settlement Rule of Cost
Centre
Now, based on the requirement to repair the returned product, put in the operations required-
Add on components can also be put in which would be required for the repairing of returned product-
We update the settlement rule-
Cost Centre needs to be put for service / repair process; this is where cost of operations &
components would be settlement-
3.7 Service Order Confirmation
We come to IW42 transaction to confirm the operations and issue the components to service order
as below
Save this. You can check in service order (IW33) to check the goods movement of components
You get the material document. Pl check the movement type and accounting document-
Goods issue accounting entries are as below-
In the cost tab of service order, we can check the costs-
Planned & actual costs are displayed-
You may refer a separate post for Part II for Settlement, Delivery & Billing Process.
Please respond b ack with your comments / or e mail to me at rahulasai@gmail.com in case we can improve this
further to help larger audience of SAP Community.
5378 View s 6 Comments
Repair Process in SAP CS (Customer Service) - Part

II
Posted by Rahul Asai Jul 21, 2012
Taking forward from Part I of this Repair Process, we would see in the Part II following 3 areas of
repair process-
Settlement Process (to Cost Centre)

Delivery if the Repaired Component back to Customer &
Billing to customer if the component is not in warranty
3.8 Settlement Process to Cost Centre
Now, we settlement of the service order is done in transaction KO88 as below-
Click on below-
Check the settlement accounting document-
We see the controlling document as below which indicates costs are settled to cost centre-
3.9 Delivery of Repaired Product to Customer
Before, we deliver the repaired product to customer, we need to mark the service order for
completion as indicated-
You get an option to mark the notification as complete.
We check the status in the sales order for delivery creation-
Prices for repair services are needed to be put in the pricing condition tab-
We create the delivery / Transfer Order as below using transaction code VL02n-
Delivery is created as below-
Outbound Delivery - 8112000169
Transfer Orders are created as below-
We select the processing mode as below-
We put the returns delivery number for the bin selection & storage type as 904-
We save the transfer order-
This can be validated in the document flow as below-
We issue the goods from the delivery (Return material is repaired & delivered back to customer)-
This can be validated in the document flow-
We check the movement type and note that this is non-valuated –
3.10 Billing (if out of Warranty)
We create the billing document with reference to repair sales order-
Pricing gets pulled in from the sales order-
We save the billing document and note the billing number-
This is how we complete the repair process.
Please respond b ack with your comments / or e mail to me at rahulasai@gmail.com in case we can improve this
further to help larger audience of SAP Community.
1544 View s 3 Comments
Site Index Contact Us SAP Help Portal

Follow SCN
Privacy Terms of Use Legal Disclosure Copyright

SAP CS - Config - DIP

Uploaded by

Copyright:

Available Formats

SAP CS - Config - DIP

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SAP CS - Config - DIP

Uploaded by

Copyright:

Available Formats

6/26/2014 SAP CS (Customer Service) ...

Hi, Padm araju Log Out 19 points Search the Community

Products Services & Support About SCN Downloads

SAP CS (Customer Service) 5 Posts

Quotation Creating using DP80 & DIP Profile

Page down & a look at other characteristics as well-

Last set of characteristics as indicated below-

Quotation from Service Order Process:

Service Order Creation:

Come to DP80 Transaction & enter the service order as indicated-

Confirm the quotation creation-

This will generate the Quotation-

2187 View s 1 Comments Tags: profile, dp80, quotation, dip

Installtion Base Creation in R/3

IBase Category Creation:

IBase View Creation:

Select the IBase category whose View needs to be created.

Create new entry as indicated below to add the view-

Add the view as indicated below & save.

Another view can be added by creating a new entry-

Save this view as well.

678 View s 0 Comments Tags: in, r/3, base, ibase, installtion

Updation of Service Order Type SM03 to new Order

Function Module: CO_ZV_ORDER_POST

Screenshot of the ABAP coding is given below as a quick reference.

Actual Coding as below-

967 View s 2 Comments Tags: sm03

Repair Process in SAP CS (Customer Service) - Part I

1. Scope of the Post / Document

2. Master Data Requirement

1. Material Master Data

3. Process Steps – Repair Process

3.1 Receiving Customer Complaint

Transaction Code – IW51

Notification type needs to be entered (Z4) as indicated below-

3.2 Creation of Repair Sales Order

3.3 Return Delivery

Check the details in the returns delivery-

3.4 Goods Receipt against Return Delivery for Repaired Item

Pl check the document flow for material document-

Check the movement type used for return material-

3.5 Service Order Creation from Repair Order

We update the settlement rule-

3.7 Service Order Confirmation

Goods issue accounting entries are as below-

In the cost tab of service order, we can check the costs-

Planned & actual costs are displayed-

5378 View s 6 Comments

Repair Process in SAP CS (Customer Service) - Part

Settlement Process (to Cost Centre)

3.8 Settlement Process to Cost Centre

Now, we settlement of the service order is done in transaction KO88 as below-

Check the settlement accounting document-

3.9 Delivery of Repaired Product to Customer

You get an option to mark the notification as complete.

We check the status in the sales order for delivery creation-

Delivery is created as below-

Outbound Delivery - 8112000169

Transfer Orders are created as below-