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Service Management – The End to End Process – Pt 2.

Well, great news.  if you’re reading this, then we survived the apocolypse on Dec 21.  🙂

This post is part 2 from last week.  We were talking about the end to end process of creating an in-house repair in SAP.  If you remember, we ended last week with generating the service order from the sales order.  So that’s great, we’ve accepted the customer’s request for return, generated the sales order, received back the customer’s part, and then generated the service order…  So now what???

Let’s head to transaction IW32 and update the service order.


Now the next “common” step is to “plan” the service order.  What does mean?  It means listing out the operations (routing) and Components you believe you will need to complete the repair.  This allows you to do capacity planning or service component planning for inventory purposes.  This step isn’t required, but is recommended.


Once you’re done with the planning, you would release (press the Green Flag). Releasing the service order passes the components to MRP (either as a purchase req or as a straight requirement). 


Now, you would actually start working on the order.  As you work on the order, you’d be doing your confirmations and good issues if needed.  Now for testing purposes, I love to use IW42 (shown above).  It allows you to confirm everything at one time and even add components to issue to the order.  You could also use MIGO to issue components or IW41 to confirm time. 

Once you’re done working on the order, you’re ready to Technically complete the order (mark it as done).


When you’re ready, go back to IW32 and press the checkered flag. 


This window shows you that 1 is ready to be delivered (or scrapped if you have already issued the material out of the service order before TECO).  Now, you’re order is complete and when you TECO’d the order, it also generated another line on the repair sales order.  This extra line allows you to do an outbound delivery to send the customer’s repaired equipment back to them.


Next up, you can go ahead and create the outbound delivery to return the equipment to the customer.  Remember to enter in the delivery type (LF is the standard out of the box delivery type).  The serial number will be brought into this delivery automatically.


Be sure to pick the delivery (remember, there are additional steps if your storage location is warehouse managed).  Once the delivery is picked, press Post Goods Issue.  The item has been shipped back to the customer.  (remember to follow all the standard shipping steps for your company, such as output, labels, etc.).


Finally, all that is left to do is invoice 🙂   Be sure that you have removed any billing blocks and adequately assigned your pricing…

so that’s it…  that’s the in-house service process.  Now, like I’ve learned, there’s a lot configuration that goes into setting this process up.  I’ll be covering more of these topics in my blog (see below).

If you’re interested in great tips and tricks on SAP service management, variant configuration or production planning, check out my blog at:

There is also a link to some SAP Easy Buttons =)

Thanks for reading,


CTO – JaveLLin Solutions, LLC

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