Service on Product Documentation

Service

Mon, 01 Jan 0001 00:00:00 +0000

Purpose

The service functions of Professional Services connect ticketing, work orders, recurring tasks, and service billing. This makes it possible not only to organize operational work, but also to turn it into structured, billable processes.

Business value

tickets, work orders, and recurring tasks are managed in one shared service model
external ticketing systems can be connected through the API
completed work can be transferred into project planning lines and billable service transactions

Functional focus

Ticketing

Tickets can be created manually in Professional Services or transferred from external systems through an interface. The ticket stores effort, responsibility, status, and billing-relevant information.

Work Tasks and Work Packages

Mon, 01 Jan 0001 00:00:00 +0000

Purpose

Work tasks and work packages provide the planning foundation for recurring service delivery. They help define recurring activities, bundle them into reusable structures, and trigger tickets or work orders at the right time.

Prerequisites

recurring activities, intervals, and responsible roles are defined from a business perspective
required references to properties, customers, projects, or contracts are available
it is clear whether tasks should create tickets, work orders, or grouped operational transactions

Functional focus

Define work tasks

Work tasks describe individual recurring activities with a validity period, property context, and business assignments. They also define whether execution should generate a ticket or a work order.

Ticketing System

Mon, 01 Jan 0001 00:00:00 +0000

Purpose

The ticketing system is used to capture customer requests, issues, and service cases in a structured way, process them, and turn them into billable services. Tickets can originate manually, from work packages, or through an API from external systems.

Business value

tickets can be assigned to customer, project, sales contract, SLA, and property-related objects
ticket lines capture the actual services delivered
completed tickets can be transferred into project planning lines and service billing

Functional focus

Create and assign tickets

A ticket is assigned to a customer and usually to a project. In addition, responsibility, priority, status, sales contract, contingent, SLA, and property-related data such as object, installation, or component can be maintained.

Work Orders

Mon, 01 Jan 0001 00:00:00 +0000

Purpose

Work Orders are the operational bridge between tickets, planning, service capture, and billing in Professional Services. They support manual field service scenarios as well as processes created from tickets, properties, or recurring tasks.

Prerequisites

required order types, number series, and base parameters are configured
customer, project, and if needed sales contract, SLA, or contingent are available
if resources are planned, responsibilities, qualifications, and target dates are defined

Functional focus

Creation and dispatch planning

Work orders can be created manually, from a ticket, or directly from property-related master data. The document header stores order type, status, planning details, responsibility, and contract references. This makes the document both the planning object and the operational control point for the service case.

Service Billing

Mon, 01 Jan 0001 00:00:00 +0000

Purpose

Service Billing groups tickets and work orders into one shared billing run. This allows multiple service cases to be collected, turned into invoices, and then reviewed, printed, or posted in a controlled way.

Prerequisites

Tickets or work orders with billable service lines exist.
Project, contract, and billing references are maintained in the underlying documents.
If contingents are used, they are assigned correctly to the relevant ticket or contract.

Functional focus

Billing period and selection

Service Billing does not rely on fixed periods. Instead, you define a flexible start date and end date for the billing interval. Based on this range, the system identifies billable cases and transfers them into the billing lines.