Situation Handling in Solution Order Management in SAP S/4HANA
Before starting blog post with one of the offering of Manage Solution Order application, let me first introduce Manage Solution Order application, this was released in SAP S/4HANA Cloud 2008.
Solution Order is a new concept for bundled solution and it supports business transformation from product to high-margin solution by combining product and service in one order. Manage Solution Order cloud application enables the customer to adapt new business model to sell physical goods, one-time service, long running services as contract and subscription of product or services. Solution Order application comes with the feature of Situation Handling, which send notifications if situation occurred, solution order specialist will be alarmed to take necessary action to maintain the smooth process.
This application makes customer life easy by offering useful features like, Situation Handling, Solution Order Progress, Item Relationship and Orchestration to follow-up documents.
In this blog post I will explain of the situation handling feature where sales item would be trigger object and rest which has dependency on sales items would be anchor objects and how customer can enable it in Solution Order. Soon I will also provide more details on other situations in solution order in another blog post.
Please get more information on Situation Handling in general and understand about standard situation templates and ready to use templates.
Basically, situations are two types:
- Batch Based: Runs once in a day
- Event Based: Runs when an event occurs e.g. change in delivery date of sales order.
In this blog post I am trying to explain of the situation where sales item would be a trigger object and rest which has dependency on sales items would be anchor objects and how customer enable situation in Solution Order. Soon I will also provide more details on other situations in solution order in another blog post.
Let’s take these two standard templates,
- SOLO_DELIVDTE_RCHD_ITMREL (Batch): Delivery date of the sales item has reached, but no or only partial delivery has taken place.
- SOLO_DELIVDTE_CHGD_ITMREL (Event)
To create Ready to use(RTU) template use the app “Manage Situation Types”, search for the one the standard template and click on ‘Copy’
It would copy standard details in new template, you must enter two things first ID for your new template and time for Batch Job Scheduling, If required you can change other fields or leave it as copied from standard template.
Customer can change the condition in ready to use(RTU) template, if needed, relevant value should be assigned to narrow down the selection of trigger items, for example ‘Days Before Sales Item Delivery Date‘ has default value less than and equal to 1, and ‘Item Delivery Status‘ default value is not equal to completed .
Click on save and enable the template, similarly you can create the ready to use situation template for SOLO_DELIVDTE_CHGD_ITMREL.
Now both templates are ready and when these defined situation occur in solution order system send notifications to the user.
Now let us understand the business use case. ‘XYZ corporation’ is buying bundled product say elevator solution for their new high-rise building from ‘ABC elevators private limited’.
In this solution ‘ABC elevators private limited’ will deliver elevators, provide installation service and long running service contract (annual maintenance contract).
Mr. Adam is a solution order specialist in ‘ABC elevators private limited’ and he is responsible for creating solution order, tracking and monitoring each follow-up document’s progress and ensure customer satisfaction by avoiding any situation.
As a Solution order specialist he creates a solution order for customer ‘XYZ corporation’ with three items
Item-1. Elevators – Sales Item – Deliver date is 25th November 2020
Item-2. Installation of Elevator – Service Item – Service Start Date is 28th November
Item-3. Annual maintenance contract – Service Contract – Contract Start Date is 1st December.
There are relationships maintained between each item, Customer defines the item relationships as per their business requirement, here it would be defined as Item-2 is depend on item-1 and Item-3 is depends on Item-1 and Item-2. These relationships are very important for situation condition.
Now company has started the delivery of sales item, once item will be delivered then installation service can be started and then after successful installation, annual maintenance can be started.
Unfortunately, an unpredicted weather condition has affected the delivery of elevators and now delivery will be delayed. But in system new delivery date has not been updated, when in system as per ‘ready to use situation template’ delivery date is reaching, as per condition maintain in RTU, batch-based situation template SOLO_DELIVDTE_RCHD_ITMREL would trigger a situation one day before the current delivery date.
Or If user changed the delivery date to future date, and latest sales item’s schedule line confirmed date is greater than Service Item’s planned service start date and/or service contract start date then Event based situation SOLO_DELIVDTE_CHGD_ITMREL would trigger the situation immediately.
Sales Item is a Trigger object and Service order and Service Contract are Anchor objects, situation will be raised from Sales to Service order and Service contract item.
Installation Service and Service Contract are depending on sales order item delivery, now both service and Service contract also will be affected, and their dates should be adjusted.
In this case user will receive situation notification “Delivery of sales item is overdue’ and “Delivery of sales item changed” Details of situation can be seen on related items( service item and service contract item)
Solution Order Specialist Mr. Adam can act immediately on received notification, on click on these notification will navigate to relevant item page, and you can see more details in Situation Message strip and in Related Information, first row show the information for dependent item, here it is a Sales Item and second row the current anchor item where situation has been shown so that date of Service item must be adjusted or necessary action can be executed.
After adjusting the date of Service Item and Service Contract as per latest changed Delivery Date then come back to same page click on Close Situation link and close the situation.
With this feature Solution Order Specialist can provide immediate resolution for situation so that business keep running smoothly and customer can sale more.
I hope this first blog post on Solution Order’s Situation would provide better understanding on how a complete solution order can be delivered on time by avoiding any delay or correcting any situation immediately from the solution order that definitely help customer to do more business.
Stay tune for my next blog post I will try to explain the interactive features of Solution Order application. I will be grateful to see your feedback on this blog post also let me know if you expect specific blog post on other offering of Manage Solution Order application.