a77_bpp_a77 - warranty processing with authorization

Business Process Procedures

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SAP ECC 6.00

March 2007

English

A77: Warranty Processing With Authorization

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Business Process Procedure

Copyright

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Contents

51Purpose

72Prerequisites

73Preliminary Steps

73.1Assigning User Profiles in R/3

83.2Setting Up the HTTP Server (Protocol and Port)

94Basic Business Process

94.1Maintaining Authorization in Warranty System

114.2Releasing /Approving Authorization

124.3Creating Claim using the Authorization Number in Portal

154.4Checking the claim in R/3 by Warranty office

164.5VSR Check

184.6Releasing IC Version

194.7Checking the Authorization Claim in Portal by Dealer

194.8Creating Version To Claimant

214.9Releasing Version to Claimant

214.10Posting OC Version to FI

224.11Displaying Credit Memo

234.12Completing the Authorization Claim

234.13Checking the status of the claim in Portal by Dealer

244.14Completing the Authorization Editor

254.15Creating Credit Memo List

255Conclusion

Warranty Processing with Authorization

1 PurposeGeneral Information and Target User

This documentation gives an instruction on how the scenario (A77 Warranty Processing with Authorization) is processed from business point of view. It also gives a step-by-step operation guide, which the users can follow to finish the process of this scenario.

The target user of this documentation:

Partners

Customers

Overview

This scenario is used if you want to authorize a claimant to submit a warranty claim for an object for which, according to the warranty conditions, there is no longer a warranty. In other words, you want to make use of goodwill. The system can then check this authorization and process the claim automatically.

Business Role Description

Dealer: The dealer is mainly focused on service and vehicle maintenance for the end customer. They use their own user to log on to the Dealer Portal (Discrete Industry Web Portal) and exchange information with warranty process office SAP back end system.

Warranty Process Office: This role can be the importer or the sales office who is in charge of the warranty processing. The warranty process office logs on to the SAP back end system to finish the routine warranty processing. They provide a portal to their dealers to share the information. Within the warranty process office, we have different roles for warranty manager and the warranty clerk who is in charge of different process in the scenario.

System Landscape:

Importer is the warranty processor, who through the SAP-GUI processes the claim in the R/3 System. The dealer, who owns the dealer portal, can log on to the Internet to process the claim. The end customer communicates with dealer via call, fax or e-mail. The end customers process is not executed in this scenario.

Process Overview

The dealer makes a request for a special claim, and the importer clarifies with the claimant that he or she can make a warranty claim for the object in question although the warranty conditions are no longer fulfilled.

The importer creates an authorization in the system for the special claimant on the basis of the warranty type for authorization and approves or cancels the authorization.

If the authorization is approved, the importer transfers the number of this warranty claim as an authorization number to the claimant.

The claimant creates a warranty claim for this object and enters the authorization number and the name of the person granting the authorization.

A VSR check is carried out to check whether the object in the claim is the same as the object in the authorization and compares the items contained in each.

If the result of the check is positive, a new warranty version is created with pricing determination, and the relative credit and debit memos are issued.

Flow Chart for the Value Chain

SAP AG

2005,



Importer / Distributor

(R/3)

Dealer

(DIWI)

Create an authorization for the special claimant (Dealer)

Transfer the authorization number to the claimant

VSR Check

Credit Memo

Create the claim for this object

with the authorization number

New version created and price decision

Approve / Cancel

A

C

End

Valid

Note:

Information flow

Request for a special claim case and

provide the relevant data

Monthly Credit Memo List

2 PrerequisitesYou have entered the master data required to go through the procedures of this scenario. Ensure that the following scenario-specific master data exists before you test this scenario: Master Data

Warranty Processor

Company Code

BP01

Plant

BP01

Sales Organization

BP01

Distribution

01

Material

A77-1000_SAL, A77-1100_SAL, A77-1101_SAL

Customer

7701

Equipment

200000002

3 Preliminary Steps3.1 Assigning User Profiles in R/3Use

Before starting the scenario, assign the test user to the user profile is required.

If you have already assigned user profile SWTY to your user ID, skip this step.

Procedure

1. Access the activity using one of the following navigation options:

SAP menu

Logistics ( Plant Maintenance ( Preventive Maintenance ( Work Scheduling ( Environment ( Engineering ( Environment ( Technical Objects ( Environment ( Warranty Claim Processing ( Master Data ( Assign User Profiles

Transaction code

WTY_UPROF

2. On the Change View Assign User Profile: Overview screen, choose New Entries.

3. On the New Entries: Overview of Added Entries Screen, make the following entries:

Field name

Description

User action and values

Comment

User

Your user ID

User ID you used to log on SAP

Profile

SWTY

System standard profile

4. Choose Save.

5. In the Prompt for workbench Request dialog box, choose Create Request. Make the following entries:

Field name


Comment

Short Description

Warranty Processing Profile

6. Choose Save. A new workbench request is created; furthermore it goes back to the dialog Prompt for workbench Request.

7. Choose Continue.

8. Choose Back to return to the SAP Easy Access screen.

3.2 Setting Up the HTTP Server (Protocol and Port) Use

To allow the Warranty Web Application Server to communicate with your browser and display content, you must first set up a HTTP service.

For detailed information about the SAP Web Application Server, refer to the documentation in the SAP Library.

Procedure

...

1 Access the activity using one of the following navigation options:

SAP menu

Role for BPP A77-Warranty Processing with Authorization ( ICM Monitor

Transaction code

SMICM

2 Choose Goto ( Services. The ICM Monitor Service Display screen appears.

3 Check the ICM monitor for HTTP service, if this service is not active, activate it by choosing menu Service (Activate.

4 Record the following information for the first active HTTP service:

Protocol _____________

Port _____________

Host Name _____________

For example,

Protocol:HTTP

Port:8050

Host Name:uscirdc.wdf.sap.corp

This information is used in Dealer Warranty Portal URL.

://< Host Name> : /sap/bc/bsp/sapdii/wty_ui/wty05_main_cntl.do?sap-client=

For example:

http://uscirdc.wdf.sap.corp:8050/sap/bc/bsp/sapdii/wty_ui/wty05_main_cntl.do?sap-client=205

5 To make sure you can log on to dealer portal in English, check your Internet Explorer settings. Open Internet Explorer, and choose Tools ( Internet Options ( Languages. Make sure you are using English as your preference.

6 Go back to SAP easy access screen.

4 Basic Business Process

This BPP only runs in Sales client.

4.1 Maintaining Authorization in Warranty SystemUse

A claimant submits a warranty claim for an object, which according to the warranty conditions, is no longer in a warranty range. Since the dealer is a big customer of the company, the company would like to make use of goodwill. The warranty clerk negotiates with the dealer for the condition of this special case. Later the warranty clerk creates the warranty authorization and records the decided conditions in the authorization.

Procedure


SAP menu

Logistics ( Plant Maintenance ( Preventive Maintenance ( Work Scheduling ( Environment ( Engineering ( Environment ( Technical Objects ( Environment ( Warranty Claim Processing ( Warranty Claim Processing ( Process Authorization

Transaction code

WTYAUT

2. On the Authorization for Warranty Claims Screen, make the following entries:

Field name

Description


Comment

Authorization Type

YP04

Authorization Editor

Internal Authorization Number

Blank

3. Choose Create (Shift + F2).

4. On the Change Authorization for Warranty Claims Screen, make the following entries:

Field name

Description


Comment

Authorization for Warranty Claim Processing

Ref. Date

Current Date

Partner

7701

Info

Authorization for Dealer 7701

Object Type

EQUI

ExtObjNo.

20000002

AuthizName

Michael

You can enter your own name as the warranty clerks name

5. In Version Detail tab, From Claimant Version1 block, make the following entries:

Field name

Description


Comment

InfoVer.

Version1 for authorization 7701

Partner

7701

6. In Version Detail tab, Item Overview block, choose Append Row. In the row of new item, make the following entries:

Field name

Description


Comment

Control Item Type

MAT

(F4) help to select.

Material

Material

A77-1000_SAL

Key

A77-1000_SAL

Quantity

1

Unit of Meas

PC

7. Maintain another item of labour hour. In the Item Overview block, choose Append Row. In the row of new item, make the following entries:

Field name

Description


Comment

Control Item Type

FR

(F4) help to select.

Labor

Quantity

2

Unit of Meas.

H

Hour

8. Choose drill down (F4) to select the field Key.

9. On the Display Catalog Structure screen, WTY2 is the default value in field Catalog code. Choose Execute (F8).

10. Select 003 Authorization Service inside plant.

You can check the detailed information by double-clicking each line.

11. Select Choose Entry.

12. On the Change Warranty Claim screen, check if the material A77-1100_SAL has been automatically assigned to the labour (FR) item.

13. Choose Save.

14. Record the warranty authorization number displayed in the status bar ___________.


4.2 Releasing /Approving AuthorizationUse

The warranty processing department manager reviews the authorization, if there are no problems with the negotiated conditions, the manager can approve and release the authorization. The authorization number is from then on valid and can be sent to the dealer.

Procedure


SAP menu


Transaction code

WTYAUT

2. On the Authorization for Warranty Claims Screen, make the following entries:

Field name

Description


Comment

Authorization Type


8xxxxxxx

Authorization number created before

3. Choose Open (F6).

4. Choose Display Change (F7).

5. Check current authorization status B001 Warranty Claim New (the field next to field Ref. Date).

6. Check the items and the pricing of the authorization, if there are no problems, choose Actions.

7. On the Allowed Actions for Claim 8XXXXXXX, choose Action code A300 (Approve Authorization), and send the authorization number via fax or phone call to the relevant dealer to do the further process.

8. Check the authorization status again; it should now be B006, Authorization Approved.

9. Choose Save.

4.3 Creating Claim using the Authorization Number in PortalUseThe dealer uses their own user to log on to the dealer portal, from which they can check the updated information from the warranty processing department. The dealer creates the claim using the provided authorization number for the special objects according to the negotiated conditions.Procedure

1. Open your Internet Explorer, in the address field, enter the portal URL you set up in the step: Setting Up the HTTP Server.

For example:


2. On the Connect to XXXXXX.wdf.sap.corp dialog box, enter your warranty portal username and password to log on.

Field name

Description


Comment

User Name

7701

Password

initial

Layout Overview of the Dealer Portal Home Page:

The home page is the central initial access page in the dealer portal application. It consists of the following areas:

Header Area

Working Area

Navigation Path

Messages Area

Header Area: All the warranty relevant processes which can be performed by a dealer are listed in this area. For example, claim processing, and recall processing

Navigation Path: The last four navigated paths will be displayed in this area.

Messages Area: All the system response messages is displayed in this area. For example: information, warning message, and the document number.

Working Area: Application objects which are in process currently are listed in this area, the detail information of an specific application object is also displayed in this area.

3. Choose OK.

If this is the first time you log on to the Dealer Portal, you need to set up your personalized settings. The following steps are for your reference:

a. From the tool bar choose Personalize.

b. Make the following entries:

Field name

Description


Comment

Status

In Process

Select the item listed

Created last

90 Days

Validity Within Next

90 Days

For Claim created In Last

90 Days

Financials for last

3 Months

Statistics for last

3 Months

Overview List Rows

10

Result List Rows

10

c. In the other fields keep the default values.

d. Choose Save in the Action area.

e. Choose Overview to return to the portal page, the warning messages disappear.

4. Choose Claims.

5. In Claim Details area, choose the Header tab, and make the following entries:

Field name

Description


Comment

Claim Type

Authorization

Use the drill down list to do the selection

Object

Equipment

Use the drill down list to do the selection

Object Reference

20000002

The claimed object, which is maintained in the authorization editor

Auth. Code

The Authorization number created in the previous step

Add the leading four zeroes to make the number 12 digits. For example 000080000000

Auth. Name

for example, Michael

Warranty Clerks name entered in the previous step

Ref. Date

Current Date

6. In Claim Details area, choose the Items tab, choose Add Row, and make the following entries:

Field name

Description


Comment

Item Type

Material

Use the drill down list to select.

Item Key

A77-1000_SAL

Qty.

1

Unit

PC

7. In Claim Details area, choose the Items tab, choose Add Row, make the following entries for another item:

Field name

Description


Comment

Item Type

Flat Rate


Item Key

003


Quantity

2

Unit of Meas

H

8. In Actions block, choose Save as Draft.

9. In Actions block, choose Simulate.

10. In Actions block, choose Submit.

11. A new warranty claim is created. In the Messages area the claim number is displayed.

Make a note of the claim number_______

12. Choose Log Off to leave the portal.

4.4 Checking the claim in R/3 by Warranty officeUse

The Warranty office clerk can check all the warranty claims created by every dealer on their portal, and perform any further processing.

The warranty claim display/create screen consists of the following areas in the SAP standard system:

Reference area: At the upper left side of the screen, you can see the warranty claim type and the warranty claim number.

Navigation area: At the left side of the screen, this area contains all the existing claims for an object or just the chosen warranty claim for the object. The data is displayed in a navigation tree. All existing categories and versions for the claim are always displayed. You can expand or collapse the separate nodes in a warranty claim.

Header area: The header area contains data that is valid for the entire claim.

Work area: In this area you can see the details, grouped thematically on different tab pages, for the claim version that you have chosen by double-clicking on the left in the navigation area.

Procedure


SAP menu

Logistics ( Plant Maintenance ( Preventive Maintenance ( Work Scheduling ( Environment ( Engineering ( Environment ( Technical Objects ( Environment ( Warranty Claim Processing ( Warranty Claim Processing ( Process Warranty Claim

Transaction code

WTY

2. On the Process Warranty Claim screen, make the following entries:

Field name

Description


Comment

Claim

Claim number created in portal

If you cannot remember the claim number, you can use search function, to show all the newly created claims:

1) Choose F4. On the Dynamic Search Help Warranty Claim screen, make the following entries:

Field name

Description


Comment

Warranty Claim type

YP02

Partner

7701

2) Choose Execute (F8).

3) Select the claim by double clicking the claim number.



5. From the tool bar choose IC Version Copy (alternatively you can choose Action, and then choose action A008).

6. A new version 0002 is created under the From Claimant category. Select the new version by double clicking the version number.

7. On Change Warranty Claim screen, choose the Header Details tab, make sure the field Plant matches the current organization. In this scenario, maintain the plant as follows:

Field name

Description


Comment

Processing Data

Plant

BP01

8. On Change Warranty Claim screen, choose More Version Data tab, make sure the fields Sales Org. and Purch. Organization matches the current organization data. In this scenario, maintain the data as follows:

Field name

Description


Comment

Sales Org.

BP01

Distrib. Channel

01

Division

01

Purch. Organization

BP01

9. Choose Save.


Choose Yes if message appears.

4.5 VSR CheckUse

This step automatically compare the claim created by the dealer with the authorization, to check whether the claim meets the conditions that were negotiated between the warranty processing office and the dealer.

In Warranty Claim Processing, VSR checks serve to check the validity of the data entered with a high degree of automation before it is copied to the new version. The checks can then be linked in to actions and be called automatically or manually in Warranty Processing depending on the settings in customizing.

A validation comprises at least one step. Each step is composed of three components: Prerequisite (optional), Check and Message. The check is only carried out when the prerequisite has been fulfilled. If the check discovers an error, a predefined message is displayed.

In this scenario, we defined several validation check rules to do the fundamental checks. In reality, you the customer can define your own validation rules according to your authorization requirements and your companies warranty policy.

For information on how to create the validation check and how to activate the checks, you can reference to the document A22_BB_ConfigGuide_EN_DE.doc

The detail checks in this scenario are as follows:

a. Claim type check: The dealer should create the claim using the authorization special claim type, in this scenario, it should be YP02, otherwise the system will give the error message and the claim cannot pass the VSR check.

b. Authorization check:

1. The dealer should create the claim with the authorization number provided by the warranty office. Otherwise the dealer does not have the authorization to create the warranty claim using this warranty type.

2. The authorization current status should be released/approved, otherwise the authorization is not yet valid, and cannot be used by dealer. The System will display an error message.

c. Date check:

i. The claim must have a reference date.

ii. The date cannot be in future.

iii. The date cannot be earlier than the date in the authorization.

d. Partner check: The authorization is a good will to some special dealer, the validation checks whether or not the partner is the authorized partner. Otherwise the claim cannot pass the VSR check.

e. Amount check: The VSR check also compares the amount in the claim created by the dealer to the amount in the authorization. If the amount is larger than the authorization, the system will display a message to the warranty clerk, to remind the clerk to perform further checking.

Procedure


SAP menu


Transaction code

WTY

2. On the Process Warranty Claim Screen, make the following entries:

Field name

Description


Comment

Claim Type

Claim

Claim number created before



5. From the tool bar choose the VSR Check (alternatively you can choose Action, and then choose action A006).

6. Choose the Version Detail tab, and then choose VSR Check Log Header/Version. In the dialog box Log Claim XXXXXX, read the result of VSR check to make the final decision for the authorization claim.

7. Close the Log Claim window by choosing Cancel and return to the Change Warranty Claim screen.

8. On the Version Detail tab, select 0001 Accepted in the Decision field.

9. Choose Save.


4.6 Releasing IC VersionUse

After the warranty check, the warranty clerk can release the incoming From Customer version for the further warranty processing.

Procedure


SAP menu


Transaction code

WTY


Field name

Description


Comment

Claim Type

Claim




5. From the tool bar choose IC Release (alternatively you can choose Action, and then choose action YA67).

6. Choose Save.


4.7 Checking the Authorization Claim in Portal by DealerUse

Dealer can log on to the portal using their own user, to trace the claims and check the updated status.

Procedure

1. Open your Internet Explorer, in the address field, enter the portal URL you set up in the step: Setting Up the HTTP Server.

For example:


2. On the dialog box Connect to XXXXXX.wdf.sap.corp window, enter your warranty portal username and password to log on.

Field name

Description


Comment

User Name

7701

Password

initial

3. Choose OK.

4. Choose Overview.

5. On the Claims tab, choose Next Page, or Previous Page to find the claim.

6. Select the claim by clicking the box at the beginning of the line, and choose Transfer to check the detailed information and the updated status. Now the claim status should be In process.

In case the claim you are looking for is not in the list, choose Claims. In the Search field, using the drill down button to select Claim Number, enter the claim number you are looking for in the next field, then choose GO, the claim detail will be displayed.


4.8 Creating Version To ClaimantUse

Copy the incoming customer version to a new version, to send to the claimant.

A version is part of a warranty claim with entitlements to reimbursement that is directed at, or has been made by, a specific partner. A version can contain more than one item.

When you enter a warranty claim, exactly one version is created; generally speaking this version is assigned to the category Versions from Claimant (see below). During the claim processing procedure, more versions are created manually or automatically in different categories and sent to the appropriate business partner.

A category is a subdivision within a warranty claim that defines a specific part process. There are four different categories:

1. Versions from Claimant: category for versions sent by the claimant

2. Versions to Reimburser: category for versions that have already been forwarded to the reimburser

3. Versions from Reimburser: category for versions that have been returned by the reimburser

4. Versions to Claimant: category for versions that have been returned to the claimant.

The reimburser is not considered in this scenario, therefore only two versions used: Versions from Claimant and Versions to Claimant.

Procedure


SAP menu


Transaction code

WTY


Field name

Description


Comment

Claim

Claim number created in portal



5. From the tool bar choose IC ( OC, alternatively you can choose Action, and then choose action A011.

6. A new version 0003 under To Claimant category is created; select the new version by double clicking it.

7. Choose the item detail tab, and expand the Pricing item.

8. Check the amount is 1000 EUR (CnTy PRIV) as the final reimbursed amount for this claim at reimburser side.

9. If this amount is 1000 EUR (CnTy PRIV), just skip step 10-11.

10. Otherwise, choose the Prices-version tab page, and select Update.

11. Select the pricing type B and choose Copy.

12. Choose Save.


If the Finish Warranty Claim Processing screen with the message Notes have been issued. Do you want to save? appears, choose Yes.

4.9 Releasing Version to ClaimantUse

After the final decision is made, the warranty clerk releases the To Claimant version.

Procedure


SAP menu


Transaction code

WTY


Field name

Description


Comment

Claim Type

Claim




5. From the tool bar, choose OC Release. (alternatively you can choose Action, and then choose action A860).

6. Choose Save.


4.10 Posting OC Version to FIUse

Post the version to FI to create the credit and debit memo.

Procedure


SAP menu


Transaction code

WTY


Field name

Description


Comment

Claim Type

Claim




5. From the tool bar, choose Post to FI (alternatively you can choose Action, and then choose action A041).

6. Choose Save.

If the Finish Warranty Claim Processing screen with the message Notes have been issued. Do you want to save? appears, choose Yes.


4.11 Displaying Credit Memo Use

Display the credit and debit memo for checking.

Procedure


SAP Menu


Transaction code

WTY


Field name

Description


Comment

Claim Type

Claim



4. Choose Document Flow (Shift + F4), on the application tool bar.

5. On the appearing Documents for Warranty Claim screen, the accounting document is displayed.

6. Choose the accounting document number.

7. On the Document Overview Display screen, the credit memo is displayed for the claimant. Check the item and number of the credit memo.

8. Choose Back to return to the appearing Documents for Warranty Claim screen.

9. Choose Enter.


4.12 Completing the Authorization ClaimUse

Complete the authorization claim to avoid further more processing on this claim.

Procedure


SAP menu


Transaction code

WTY


Field name

Description


Comment

Claim Type

Claim




5. From the tool bar, choose Complete Claim (F9).

6. On the appearing Finish Warranty Claim Processing screen with the message Notes have been issued. Do you want to save?, choose Yes.


4.13 Checking the status of the claim in Portal by DealerUse

Dealer can log on to portal using their own user to check the final result of the claim.

Procedure

1. Open your Internet Explorer, in the address field; enter the portal URL you set up in the step: Setting up the HTTP Server.

For example:


2. On the dialog box Connect to XXXXXX.wdf.sap.corp window, enter your warranty portal user ID and password to log on.

Field name

Description


Comment

User Name

7701

Password

initial

3. Choose OK.

4. Choose Claims.

5. In Search field, using the drill down button to select Claim Number, enter the claim number you are looking for in the next field, then choose GO, the claim detail is displayed. On the Claims tab, check the detail information and the status is updated to COMPLETE, and also check the updated reimbursed amount.


4.14 Completing the Authorization EditorUse

When the authorization claim is finished, the warranty clerk closes the authorization; the authorization number is obsolete and no longer valid for the dealer.

Procedure


SAP menu


Transaction code

WTYAUT

2. On the Authorization for Warranty Claims screen, make the following entries:

Field name

Description


Comment

Authorization Type


Authorization editor number created before

Eg. 80000000



5. Choose Complete Claim (F9).

6. Check the status of the authorization is now changed to B062 Authorization Closed.


4.15 Creating Credit Memo ListUse

At the end of the month, or at the year end, the warranty clerk groups all the credit memos by customer. He or she then creates the credit memo list, and sends it to the customer.

Procedure


SAP menu

Logistics ( Plant Maintenance ( Preventive Maintenance ( Work Scheduling ( Environment ( Engineering ( Environment ( Technical Objects ( Environment ( Warranty Claim Processing ( Warranty Claim Processing ( Subsequent Process( Create Credit Memo List

Transaction code

WTYCL

2. On the Create Credit Memo Lists for Warranty Credit Memos Screen, make the following entries:

Field name

Description


Comment

Sales Organization

BP01

Distribution Channel

01

Division

01

Customer

7701

Open items at key date

Enter the current date

Test Run

Deselect

3. Choose Execute (F8).

4. You can see detail items by push the * before the customer.

5. You can print out the credit memo list, and send to the dealer via fax.


5 Conclusion

A77 Warranty Claim Processing with Authorization integrated the R/3 and the DIWI. Within this scenario, we use R/3 as back end office system and provide Discrete Industry Dealer Portal to the relevant dealers. Within this scenario, a full cycle authorization claim from the condition negotiate to close the authorization is simulated.

Warranty Processer

Dealer Portal

Dealer/Distributor

SAP warranty system

End Customer

_1178437032.ppt

Header Area

Working Area

Navigation Path

Messages Area

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