SAP Knowledge Base Article - Public

1437419 - How to determine 'Service Execution Team' in a Service Order

Symptom

The service execution team is not the one expected in the service order.

Reproducing the Issue

1. Go to Work Center 'Service Orders'.

2. Go to View 'Service Order Processing'.

3. Edit the Service Order <X>.

4. Go to 'View All' -> Go to the 'General' tab.

The service execution team is not the one expected.

Cause

The service execution team is determined according to the following rules :

Rule #1 Responsibility to Determine Execution Team - Service 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:

  • Country, Region, ZIP Code, City, Service Category, Incident Category

  • Country, Region, ZIP Code, City, Account ID, ABC Classification

  • Country, Region, ZIP Code, City

  • Country, Region, ZIP Code, City, Product ID, Product Category

Prerequisites :

The following business option must be activated: Service > Product and Service portfolio > Offered Services and Service > Service > Field Service and Repair > Service Order

The service units must have been defined in the org management which are responsible for executing the services sold in a service order.

Rule #2 Functional Unit of Processor

If the first rule is not set-up the system tries to derive the functional unit from the processor.

Rule #3

If the Organizational model contains only one sales unit, then this one is taken.

Resolution

How to maintain the Responsibility to Determine Service Execution Team

1. Go to Work Center 'Organizational Management'.

2. Go to View 'Work Distribution'.

3. Select Work Category -> Service and Support.

4. Select Resp. to Determine Service Execution Team - Service Order and Edit.

You can define work distribution rules by selecting the priority (from 1 to n), the ID of Org Unit Responsible and the valid from and to date. 
Then you can select the rule details : Company, Country, Region, City, ZIP Code, ABC Classification and Account.

Keywords

KBA , AP-SVO , Service Order Processing , How To

Product

SAP Business ByDesign all versions