ServiceNotification

The business object Service notification is a means by which
notifications for customer service are entered and managed.

Structure

The following types of service notification exist:
o Customer notification (notification of a malfunction or problem)

o Service request (request for tasks to be carried out)
o Activity report (documentation of actions that were carried out)

A service notification contains one or more items. An item describes
the symptoms that have arisen, the cause of the problem, the part of
the object affeted, as well as the tasks and the actions that were performed.

Integration

Depending on which tasks are required, you can create either a service order or a customer order from a service notification.

Available Methods

• AddData : Supplement data [ BAPI_SERVNOT_ADD_DATA ]
  
• Change : Change [ BAPI_SERVNOT_MODIFY_DATA ]
  
• ChangeUserStatus : Change user status [ BAPI_SERVNOT_CHANGEUSRSTAT ]
  
• Close : Complete [ BAPI_SERVNOT_CLOSE ]
  
• CreateFromData : Create service notification [ BAPI_SERVICENOTIFICAT_CREATE ]
  
• CreateFromData2 : Create service notification 2 [ BAPI_SERVNOT_CREATE ]
  
• DelData : Delete data [ BAPI_SERVNOT_DEL_DATA ]
  
• GetDetail : Read detail data for service notification [ BAPI_SERVNOT_GET_DETAIL ]
  
• GetList : Select service notifications according to customer or contact person [ BAPI_SERVICENOTIFICAT_GETLIST ]
  
• Postpone : Postpone processing [ BAPI_SERVNOT_POSTPONE ]
  
• PutInProgress : Put in process [ BAPI_SERVNOT_PUTINPROGRESS ]
  
• Save : Save [ BAPI_SERVNOT_SAVE ]
  
• SetTaskCompleted : Complete task [ BAPI_SERVNOT_COMPLETE_TASK ]
  
• SetTaskReleased : Release task [ BAPI_SERVNOT_RELEASE_TASK ]
  
• SetTaskSuccessful : Indicate task as successful [ BAPI_SERVNOT_SUCCESSFUL_TASK ]
  

AddData

This BAPI enables you to add items, causes, activities, task, longtexts to a service notification. For more information about necessary import parameters see BAPI_SERVNOT_CREATE (methodServiceNotification.CreateFromData2).

Notes

Errors are returned in the parameter RETURN.

Change

This BAPI enables you to modify the header, items, causes, activities, tasks, and partners of the service notification.

Notes

Errors are returned in the parameter RETURN.

Technical note

If you want to change a field you have to specify the new value of the
field in the data structure e.g. NOTIFHEADER-SHORT_TEXT . In additionthe corresponding X-structure field e.g. NOTIFHEADER_X-SHORT_TEXT must be checked.

If you want to change a partner in the notification, the fieldsPARTN_ROLE_OLD and PARTNER_OLD must be specified and the X-structure must be filled as described above.

ChangeUserStatus

This BAPI changes the user status of a service notification.

Notes

Errors are returned in the parameter RETURN.

Technical note

The user status can be transferred either in internal or external format (fields USR_STATUS-STATUS_INT or USR_STATUS_EXT).

If the external format is used, the language must also be specified (field USR_STATUS-LANGU or USR_STATUS-LANGU_ISO).

Close

This BAPI is called when completing a service notification.

Notes

The notification must have a status that allows the completion. Errors are returned in the parameter RETURN.

Technical note

CreateFromData

You can use this method to create service notifications. This allowsyou to create certain fields from the notification header, the long text for the notification header and several notification items.

Notes

Notifications are returned in the parameter RETURN.

Technical note

The following authorizations are checked:

CreateFromData2

This BAPI enables you to create a new service notification. This allowsyou to create certain fields from the notification header, items,causes, tasks, activities and also long texts for them. Partners can also be maintained.

Notes

Errors are returned in the parameter RETURN.

Technical note

The sort field must be filled in order to create items, causes, task oractivities. When creating a cause the sort field for the item must also be filled.

When creating a long text the fields OBJTYP and OBJKEY must be filled. OBJTYP can contain the following values:

1. QMEL - notification header
2. QMFE - notification item
3. QMUR - notification cause
4. QMSM - notification task
5. QMMA - notification activity

OBJKEY must contain the corresponding sort field for the above values.
The combination of sort field item/cause, item/task or item/activitymust be unique within the same notification. If you leave the sort field blank and OBJTYP = QMEL, the long text is created for thenotification header.

An external reference key can be transferred by the field REFOBJECTKEY.
The links between external reference keys <-> R/3 keys are returnedwithin export table KEY_RELATIONSHIPS. If the fields SENDER, REFOBJECTTYPE and REFRELTYPE are filled, it is possible to create anobject link at notification header level.

DelData

This BAPI enables you to delete items, causes, activities, tasks,
partners for the service notification.

Notes

Errors are returned in the parameter RETURN.

Technical note

If an entry has to be deleted, the key of the table entry must be
specified e.g. ITEM_KEY for the item to be deleted or PARTN_ROLE and PARTNER for the partner to be deleted.

GetDetail

This BAPI enables you to display all details for a service notification.

Notes

Errors are returned in the parameter RETURN.

Technical note

Notification number is a mandatory entry

Information about the structure of the long text table:

OBJTYP can contain the following values:

1. QMEL - notification header
2. QMFE - notification item
3. QMUR - notification cause
4. QMSM - notification task
5. QMMA - notification activity

OBJKEY contains the key of the corresponding object e.g. ITEM_KEY for a notification item.

The export structure NOTIFHDTEXT provides additional information aboutnotification header data e.g. description of the corresponding equipment.

GetList

This method selects service notifications assigned to a customer. For this, the following data is used as selection criteria:

You can choose to limit the selection using a partner function and partner number.

The service notifications are returned. All notifications are selectedregardless of status. You can choose to exclude completed notifications from the selection.

Notes

Notifications are returned in the parameter RETURN.

Postpone

This BAPI postpones a service notification. Its system status is changed to "Notification postponed".

Notes

Errors are returned in the parameter RETURN.

Technical note

PutInProgress

This BAPI changes the status of a notification to "in process".

Notes

Errors are returned in the parameter RETURN.

Technical note

If a notification has the status "open", then the BAPI calls thebusiness transaction "put in process", if a notification is already
closed, the BAPI calls the business transaction "put in process again".

Save

This BAPI enables you to save changes made to a service notification.

Notes

Errors are returned in the parameter RETURN.

Technical note

This BAPI calls the update task function of the notification.

Afterwards no further changes are possible until BAPI_TRANSACTION_COMMIT is called.

SetTaskCompleted

You can use this BAPI to complete a task.

Notes

If you use the TESTRUN parameter, the status is not changed. The system checks if the task could be completed by the action.

In parameter TASK_KEY, the system expects the key for the task that is on the database. This key can be read in using BAPI
bapi_servnot_get_detail, for example.

SetTaskReleased

You can use this BAPI to release a task for processing.

Notes

If you use the TESTRUN parameter, the status is not changed. The system checks if the task can be released.

In parameter TASK_KEY, the system expects the key for the task that is on the database. This key can be read in using BAPI
bapi_servnot_get_detail, for example.

SetTaskSuccessful

You can use this BAPI to flag a task as successful.

Notes

If you use the TESTRUN parameter, the status is not changed. The system checks if the task could be flagged as being successful.

In parameter TASK_KEY, the system expects the key for the task that is on the database. This key can be read in using BAPI
bapi_servnot_get_detail, for example.