SAP Knowledge Base Article - Public

1435463 - How to Determine Service Performer in a Sales Order

Symptom

The Service Performer determined in the Sales Order is not the one expected.

Environment

SAP Business ByDesign

Reproducing the Issue

  1. Go to Sales Orders work center.
  2. Go to Sales Orders view.
  3. Edit the Sales Order ABC. (ABC represnts the ID of Sales Prder)
  4. Go to View All and Go to the Items tab.
  5. Select the Service Item, the Service Performer is not the one expected.

Cause

The Service Performer is determined according to the following rules:

  • Rule #1 Responsibility for Ship-To:

Direct responsibility to the ship-to party can be define. All direct responsibilities overrule the responsibilities maintained in the Application and User Management work center.

  • Rule #2 Determine Responsibilities for Service Performer - Sales Order for Ship-To:

The Responsibility to Determine Service Performer - Sales Order work category is used to determine the Service Performer that is responsible to execute the standardized service products in a Sales Order. It is possible to create responsibility rules for this work category related to the following standard set of parameters derived from the account entered in the sales document: Company, Country, Region, City, ZIP Code.

It is also possible to activate additionally the usage of ABC Classification via fine-tuning. Prerequisites:

  • The business option for selling services in sales is activated in scoping.
  • The Service Units have been defined in the Organizational Management which are responsible for executing the services sold in a Sales Order.

Resolution

  • How to maintain Rule #1 Responsibility for Ship-To:
  1. Go to Account Management work center.
  2. Go to Accounts view.
  3. Select the Ship-To Account and choose Edit -> Contacts.
  4. On the Contact tab select Relationships and Responsiblities.
  5. In the Responsibilities section, add a service peformer.
  6. Save.

All direct responsibilities overrule the responsibilities maintained in the Application and User Management work center.

  • How to maintain Rule #2 Determine Responsibilities for Service Performer - Sales Order for Ship-To:
  1. Go to Application and User Management work center.
  2. Go to Utilities and then Employee Work Distribution view.
  3. Go to Service and Support and Resp. to Determine Service Performer - Sales Order

You can define work distribution rules by selecting the ID of User Responsible and the valid from and to date. 
Then you can select the rule details: Company, Country, Region, City, ZIP Code.

Example: Employee E_X (E_X is the ID of the Employee) has to be the Service Performer for all Sales Order with a Ship-To Party with country US.

  1. Maintain a new rule in Work Distribution for the employee E_X.
  2. In the rule details choose the Country United State and Save.
  • How to define responsibility criteria for the selected responsibility category:
  1. Go to Business Configuration work center.
  2. Go to Activity List view.
  3. Select fine tuning activity > Criteria to Determine Responsibilities for Service Execution - Sales Order.
  4. Select Criteria to Determine Service Performer - Sales Order.
  • How to change the determination logic:
  1. Go to Business Configuration work center.
  2. Go to Activity List view.
  3. Select fine tuning activity and then Involved Parties for Sales Orders.
  4. Select the party role > Maintain Determination.

You can activate or deactivate determination steps for your party role.

Keywords

Service Performer, Sales Order, Determination, Rule , KBA , AP-SLO-SO , Sales Order , How To

Product

SAP Business ByDesign all versions