ChangeOrderSAP

SAP Production 6.0:
How to Re-Open and Change Orders

Written by David Xiong

Table of Contents

1.0 Introduction ...................................................................................................................................... 2
2.0 How to Re-Open/Un-TECO a Service Order...................................................................................... 3
3.0 How to Manually Enter Solution Text in SAP.................................................................................... 8
4.0 Completing a Service Order in SAP ................................................................................................. 14
5.0 Completing a Service Notification in SAP........................................................................................ 15
6.0 Finding the Notification Number in SAP ......................................................................................... 16

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1.0 Introduction

In the Final Software and Configuration Department, Kiosk is our main interface for closing out and
adjusting orders. However, if we encounter any errors in Kiosk, we have to use SAP Production 6.0 to fix
these errors.
SAP Production 6.0 is the software that maintains all of the logistics and repair history of every unit and
customer we interact with.
Kiosk is the “front-end” version of SAP Production 6.0. “Front-end” is how programmers define a
program or interface that allows access to a larger set of programs, databases, or devices. In this case,
Kiosk allows us to accomplish a few simple tasks without having to dig through the much more
complicated interface of SAP Production 6.0.
However, when errors occur in Kiosk we have to use SAP Production 6.0 to fix these errors.
The chapters that follow will teach you:

1. How to completely re-open an already closed order.
a. How to re-open the Service Order.
b. How to re-open the Service Notification.

2. How to manually enter Solution Text.
3. How to close a Service Order in SAP.
4. How to close a Service Notification in SAP.
5. How to find a unit’s Notification number.

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2.0 How to Re-Open/Un-TECO a Service Order

When an error occurs during the TECO process, or while closing out a unit in Kiosk, you have to use SAP
Production 6.0 to fix the order.
TECO, means Technically Complete. Technically Complete is how we define the process of closing out a
unit and preparing the information necessary for the shipping process.
In order to make any changes to an order that is already closed, you will have to change the Service
Order and the Service Notification to an “open” status again.
You must re-open the closed Service Order before you can re-open the Service Notification.

1. Login to SAP Production 6.0.
2. Run transaction IW32 – Change Order.
3. Enter in your Service Order number and press Enter.

4. Because the order is closed, all the text boxes will be grayed out.

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5. To open the Service Order again, click on Order at the top menu bar.
a. From Order, select Functions > Complete > Cancel technical completion

6. Some of the boxes will turn white if you were successful.

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7. In the Pur. Order (Purchase Order) box, there should be a 10 digit number
representing the Notification Number of the unit. The Notification Number is
needed to complete the second stage of re-opening the order.
a. Highlight the number by left clicking with your mouse and dragging.
b. After the number has been highlighted, press Ctrl+C on your keyboard to
copy this number.
i. Do not right click on the number.
ii. The right click menu in SAP does not allow the “copy” ability.
iii. If the number is less than 10 digits, refer to Chapter 6 for how to
find the Notification Number.

8. After you have copied the Notification Number, click the floppy disk icon to
save the open status of the unit.

9. This will save the transaction and return you to the IW32 – Change Order screen
again.

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10. Click the yellow up arrow icon to exit back to the Production 6.0 menu.

11. Run transaction IW52 – Change Service Notification.
12. Paste or enter in the 10 digit number you have copied and press Enter.

13. The first time the notification number is entered an Error message will appear.
a. The error message appears because the Notification is still closed.
b. This is fine.
c. Press Enter a second time to enter the Service Notification.

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14. Inside the Service Notification, beneath the large text that reads, Display Service
Notification: Problem Notification, are the words “In process again”.
a. Click this button.

b. SAP will now return you to the Display/Change Service Notification:
Initial Screen menu.

c. At the bottom of SAP, a status message should read that the Notification
has been saved.

15. You have now successfully and completely un-TECOed a unit. You have re-opened
the Service Order and Service Notification.

You may now make any changes you need to the Service Order including adding Solution Text.
Refer to Chapter 2 if you are experiencing a Kiosk Service Order error and need to manually
enter in Solution Text.

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3.0 Fixing a Solution Text Error in Kiosk: How to Manually Enter Solution
Text in SAP

If you encounter a solution text error in Kiosk where the solution text entered in does not save but the
order allows itself to “Complete to Ship”, you will need to:

 Verify the error is not caused by a missing selection of the Solution Code or
Repeat Repair Code.

 Re-open the Service Order and Service Notification.
 Open the Service Notification inside SAP to manually enter in the solution text.
1. Verify that a Solution Code and (if the unit is a Repeat Repair) a Repeat Repair
Code have been selected. If both have already been selected, skip to Step 3.
i. If no Solution Code or Repeat Repair Code is selected, Kiosk will not allow

you to complete an order.

ii. If both have been selected and you still receive an error, proceed to Step
2.

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2. In order to enter new solution text in SAP, the Service Order and Service Notification have
to be re-opened using SAP. Refer to Chapter 2.0 for instructions on how to re-open or un-
TECO a unit.
Verify the steps below before continuing to Step 3.
i. You have used the unit’s Service Order number with transaction IW32 – Change
Order and “Canceled technical completion”.

ii. You have copied the 10 digit Notification Number from the Service Order
HeaderData page.
 Refer to Chapter 6.0 on how to find the Notification Number if
the Pur. Order number is not a 10 digit number.

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iii. You have used the Notification Number with transaction IW 52 – Change
Service Notification and placed the Service Notification In Process again.

3. After you have re-opened the Service Order and Service Notification, return to
transaction IW52 – Change Service Notification to enter in the new solution text.
The new solution text can be manually entered through the Cause text of the
Codes & partners tab.
i. You will find the Cause text inside the Codes & partners tab.
ii. The Cause text is where the solution text can be entered manually.

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4. Click the pencil and notepad icon next to Cause text for “Text”.
i. If you do not see the icon, click the Arrow icon to move to the last
entry. In the last entry, the pencil and notepad icon will show up next to
the Cause text.

With no icon showing.

With icon showing after clicking to the last entry.

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5. Inside the Cause text, you may add Solution Text manually by clicking in the white
space and typing in the solution text.
i. If you only see white space inside the Cause text, the order will allow your
solution text to word wrap. With word wrap, you can copy and paste text
with no issue.
ii. If you see lines like a notepad (like in the image below) inside the Cause
text, the order will make you manually press Enter to start a new line of
text. You can also click on a new line to start a new line of text.
iii. Make sure your text is not cut off if you copy and paste text.

6. When you are done with your new Solution Text, click the yellow up arrow
icon to return to the Service Notification.

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7. Click the Floppy Disk icon to Save your new solution text.
8. You can now return to Kiosk to “Complete to Ship” the Service Order, or

complete the order in SAP.
Refer to Chapter 4 & Chapter 5 on how to complete the order in SAP.

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4.0 Completing a Service Order in SAP

If you re-open a Service Order to make changes or add Solution Text, you will have to return to Kiosk to
“Complete to Ship”, or TECO, the order. You can also Complete the Service Order in SAP. This may be
more convenient if you are still in SAP.

To complete a Service Order in SAP,

1. Click the Finish Line Flag icon, or press Ctrl+F12, inside the IW32 – Change Order
transaction.

2. A confirmation prompt will then appear.
3. You may also complete the Service Notification here without having to run the IW 52 –

Change Service Notification transaction. You can do so by selecting the Complete
notifictns box in the confirmation window that appears.

a. This is only advised if the Solution Text requires no further change.

4. Click the green check button to confirm that you want to complete the Service Order.
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5.0 Completing a Service Notification in SAP

To Complete a Service Notification in SAP,

1. Click the Finish Line Flag or press Shift+F4 inside the IW 52 – Change Service
Notification transaction.

2. A confirmation prompt will then appear.

3. Click the green check button to confirm that you want to complete the Service
Notification.

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6.0 Finding the Notification Number in SAP

If any changes need to be made to a unit’s Solution Text, the Notification Number is needed.
Normally, the Notification Number is used as the Purchase Order number and can be found inside
transactions IW33 – Display PM Order or IW32 – Change Order on HeaderData page.

However, if the Pur. Order (Purchase Order) box number is not 10 digits, this number is not the
Notification Number. Every Notification Number is 10 digits.
If the Purchase Order number is not the Notification Number, follow these steps to find the Notification
Number.

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1. Run IW33 – Display PM Order, or run IW32 – Change Order if you need to change
or re-open the order.

2. Click the Document Flow icon button or press Ctrl+F11.

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3. The Service Notification Number will be the first document listed.
4. If you highlight the Service Notification, then click on Display document, SAP will

take you into the Service Notification order.

5. If you need to, you can copy the Notification Number here, or write the number
down.

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