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Author's profile photo Michael Piehl

Service Management – Configuring the Repair Procedure

In my opinion, one of the most integral pieces of Service Management is the Repair Procedure.  So today I wanted to give you the overview of how it works and where you can configure it.  The repair procedure is best described as the in-house road map.  It actually maps out, from an SD perspective, how the process should behave whenever you process an in-house repair.  The easiest way to understand what I’m talking about is just to show it to you, so without further fanfare, let’s jump into it.


Here’s the IMG location of the repair procedure configuration. We are going to start at the Define Repairs Procedure since this is where all the fun is anyway 😆


As you can see, I’ve created my own custom repair procedure, but SAP does provide you the 0001 & 0002 out of the box.  Let’s take a closer look at the guts of the procedure now (after you have an understanding, you can come back here and create a new entry, typically I encourage you to copy from an existing procedure, but you can feel free to duplicate what I’ll show you next).


Ok, the first thing to understand is that there are 3 main phases of the repair, as far as SD is concerned.

101 – Accept Repair

102 – Start Repair

103 – Confirm Repair

Each of these main steps can have multiple different options that can occur.  So if we look at Stage 101  above, you’ll see there are 3 different options that can occur, you can receive the item (101), you can send a loaner (104), or you can send an exchange (106).  Now, once you decide what the possible options are, you can determine if any of the actions should happen automatically or manually only.  In addition, there’s an additional box for the confirmation from inspection.


This is a fancy way of saying what you determined after your evaluated the item that was returned to you.

Again, going back to the stage 101, you can see that the return was selected for default. This means that a line item will automatically be added to the sales order as soon as the repair item is added to the sales order. (We’ll go into more details next time about the repair sales order & line items).  Just understand, that every step in the process needs a line item on the sales order.  So you have main item that kicks off the whole process (and tells the sales order which repair procedure to execute), Then you need a new line to accept the item back into inventory (this allows you to create an inbound delivery). 

So, now you can see that stage 101 automatically creates the line for an inbound delivery, but will allow you to manually send a loaner or an exchange.

Stage 102 gets a little more complicated, because now you have factor in the evaluation results.  Looking at the procedure above, you can see that repair is the default, but you have the option to deliver the product back to the customer without repair, or scrap it as well.  Both of these are manual options, but if you choose not to repair the product, either of these could be acceptable actions.

Now, it’s important to understand that each stage needs a trigger.  101 is easy because it’s triggered automatically, but stage 102 can’t happen until the product has been received.  103 won’t happen until the repair has been completed (this does include scrapping).

Finally, you can include as many or as few steps in your procedure.  this next screen shot shows you the list of steps you have to choose from, and even allows you to rename them, so they make more sense to your organization:


Finally, you need to link this repair procedure.  I’m not going into a lot of detail today on this, but next time we’ll go deeper into the SD side of this, but if you look at the item category, you’ll see a link repair procedure that will be executed:


I hope this helps make sense out of the Customer Service Repair Procedure..  It can be confusing at first, but once you see the logic, you’re realize it’s quite powerful, and not as cryptic as it once seemed =)

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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      Author's profile photo Former Member
      Former Member

      Is there any truth to what I have heard that SAP will at some point stop supporting the Customer Service module on ECC and instead require you to use CRM?

      Author's profile photo Michael Piehl
      Michael Piehl
      Blog Post Author

      Hi Martin, I haven't heard that SAP will stop supporting the module. However, I'm sure what is already happening is that you won't see anything new implemented, just code corrections.  They want you to use CRM for the functionality, but at the same time I don't believe they will stop supporting it completely.  If anyone can direct me to any articles on this topic, I'd love to see them.



      Author's profile photo venu gopal
      venu gopal

      Dear Michael

      Very good document , thanks a lot for sharing

      Author's profile photo Former Member
      Former Member


      I am using the repair process after a long time. But I do visit your blog whenever I have some CS related doubt. I have the following questions related to the repair process.

      (1) Does the service order has to be a refurbishment type to launch it automatically from the RAS document?

      (2) Strangely the sub-items are not visible in the document but I can see it in the VBAP table. Any idea about this issue?

      (3) I do not like the idea of inventorying the customer part in the repair process. Planning to use a custom movement type so that I can just track it. What's your feedback on this idea?


      Author's profile photo Former Member
      Former Member


      I got the answer to issue (2). It was my bad that I selected "Display Range" = VHAU and was expecting to see all the items :-). Any idea why the received field is not updating even after the PGR?


      Author's profile photo Former Member
      Former Member


      Got the received issue resolved. It's a bug and will be corrected via note 2330756.


      Author's profile photo BANERJEE KRISHNENDU

      Hi Michael,

      I am working on Loan and Exchange area, need inputs to build a scenario, where my client is sending parts to customer as Loaned item without triggering Return - repair process and once customer send it back, client close the loan and bill it.

      Sometime customer, exchange the loaned item (Loan to Exchange process) with a different item/ same item with different serial number.

      So here I am using the copy of RAS order and Loan (LEIS) and a finished good as Serviceable material. And using standard Repair procedure.

      Manually selecting "Send Replacement" and then doing Outbound delivery and PGI.

      next i am selecting "Pick Replacement" and doing a Inbound delivery and PGR.

      But when I am doing billing getting error as "Billing not Possible because repair is not yet completed".

      Kindly help me and guide how i can do it. Am I missing any step?