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Service Management – The End to End Process – Pt 1.

Hello again,

My past few posts have centered around in depth configuration, but I’ve come to realize that many people don’t even understand the end to the end process.  If you can’t see how it’s supposed (or at least how it can) work, how can you possibly configure it.  So the next 2 posts are going to walk you through the transactional steps to executing an in-house repair from start to finish.

Now, I’d like you keep in mind that this is just one possible way to perform this stuff.  I’ll do my best to point out the other options, but feel free to hit me with any questions of other ways to accomplish this.  I want to keep it pretty simple, so this follows the out of the box process pretty closely.  In future post, I’ll be explaining how to configure a lot of these pieces.  With the disclaimer out of the way, let’s get to it.

1.  Create a notification.  Out of the box, the S3 notification type is pretty close to what I use.  Go to transaction IW51, and enter in the S3 notification type.  You’ll likely see something like this:


Like any notification, you populate as much information as you have/need.  In my case, I gave it a serial number/equipment #.  that populate the rest of the data I needed.  This is all based on your master data.  My equipment records contained a customer.  If your data doesn’t, you’d need to populate that manually.  You get the idea 🙂   When you’re done, you can save it, or jump right to the next step.  Press the Repair Order action button.  For more details on this, see my previous post on configuring the Action Box

When you click the Repair Order action, you’ll see the following pop-up.


Notice, I’m using order type RAS, this is a standard out of the box order type.  Typically I use ZRAS, just because I tend to tweak the item categories, repair procedures, etc…  The next thing to notice is the Service Item.  This is your DIEN material that needs to exist.  These will typically drive the process, such as in-house repair, field service, etc.  When you complete this screen, press the Edit Notification and order.  (any of the buttons will do, but I like going direct to sales order when I’m testing).


Now, I included this view, because if you skip the notification, you can go directly to the repair sales order.  The important thing is to fill in 4 fields on the item section (along with all the other sales order fields like customer and PO number).  the fields are:

Material:  this is the service material (DIEN)

Order qty:  1

Service material: What you are fixing

Service qty: 1

now, again, depending on your master data, you may need to manually add the plant to your main line item.  If your customer or material has a default plant, you’re set, but keep in mind if you see an error about cost management, that is usually because you don’t have a plant coming in automatically.

Once you have a sales order, it’s time to receive in the material you will repair.

Go to transaction VL01N.


Remember, in the in-house process you will need to specify the delivery type.  out of the box, LR is the inbound delivery type.  You also need your shipping point, and I hope your storage location determination is working right too, otherwise you’ll need to make a trip back to the sales order to manually define the storage location.


Once you get into the main screen, you will want to assign the serial number (if it fits your process).  use the above menu to set that value.  Once you have it assigned, press the Post Good Receipt button:


Now you’ve received it in.  The next step is to create the service order.  There are several ways to handle this.  the easiest way it to run report SA38:  SDREPA01.  It’s a standard SAP report that performs the steps I’ll show next.  But it’s good to understand how to do it.  So here we go…


As you can see, we go back to our sales order.  Highlight the main line and press the repairs button.


This will bring up the mini-dashboard for the repair.  As you can see it tells you what has happened so far.  You can see we’ve received in 1 unit.  Great…  and if you have a repair procedure setup with some automatic steps, you have the line that my screen shot is showing.  the important thing is to have a line with the Repairs checked.  If it’s there, green arrow back.  if not, you’ll have to add a new line, give it a qty, check the box and press enter.


Say yes to copy the proposal.  It’s adding another line to your sales order that will drive the service order.

Finally press save, and your service order now exists.  If you go straight to IW32, you’ll see the order number, otherwise you can use Document flow to find it.  For more details on document flow, see my blog post of using document flow.

This is a good place to stop for now.  Next time I’ll finish up the process.  If you try this and run into issues, feel free to comment and let me know.  I’ll do my best to walk you through correcting the issue.

Thanks for reading,


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  • Mike,

    The return order transaction to be used for repair order is VRRE. Since order type can hold only one delivery type so it will be bit tricky to use which one LR or LF. The downside of using one document type for both inbound and outbound movement is to have no entry in table VEPVG (delivery due index) for the return order. You need to implement OSS # 391003 to create the return delivery based on a follow-up action from the notification.

    • Thanks Arindam,

      I should have mentioned VRRE, but I’ve become a fan of consistency using VL01N for all of my recent projects.  Entering in the Delivery type quickly becomes second nature,and it keeps consistency when the same people are shipping and receiving (which in many small projects is the case).  regardless, I appreciate your comment