Recall Processing

You can perform the following activities with this process:

• Create recalls
• Edit recalls
• Check recalls in the order transaction
• Set recalls to status Recall Done by Third Party
• Copy recalls to the service order
• Cancel recalls from the service order
• Close recalls

You use a recall to inform dealers about technical faults in vehicles that have already been shipped. You can also include information on how to repair the fault in the recall.

Prerequisites

• In Customizing for Vehicle Sales and Service(VSS) > Service > Recall > Define Order Type and Warranty Category for Recalls, you have defined, for each OEM, the VSS order type and warranty category for which you wish to use the recall functions. When you copy a recall to an order, the system uses this information as input for the automatically-triggered order split.
• On the SAP Easy Access screen under Vehicle Sales and Service> Warranty > Recalls > Assign Item Type and Item Category to OEM (/DBE/WTYRCLITEM), you assigned the recall item type (part: MATC, labor value: FRC, text: TEXT) to the VSS item category for the manufacturer.
• At any one time, irrespective of the recall status, the number of vehicles with a recall in the database does not exceed 99,999 (table WTY_RCLOBJ can store a maximum of 99,999 objects).

Process

1. You create a recall of type CDBM (VSS Recall).

You can create a recall manually by using transaction Edit Recall (WTYRCL) or, more usually, the recall is triggered via the interface. If the latter is the case, you can edit the recall manually later on the basis of repair instructions. Enter the following data:

• General information and header data:

External recall number, valid-from and valid-to dates, information text, recall priority, partner (OEM), and defect code.

The system automatically assigns an internal number to the recall.

• Item data:

Item type (labor value: FRC or material/part: MATC), material number, key (material number or labor value key with labor value catalog), amount with the appropriate unit, and the flag for part causing damage.

The item type, key, material number, and amount fields are required-entry fields.

• Details for the items
• Objects:

Here you can enter the vehicle identification number (VIN), for example.

• Documents:

You can attach further documents, for example repair manuals, by using functions provided by the Document Management System (DMS). Select Business Document Navigator to do this.

Save your entries.

The recall has the status 1 Open.

You can check the recall in the vehicle master. When you choose the Recalls view, you should be able to display the recall with the status Open.

2. You check the recall.

When you create a new service order for a specific vehicle, the system checks whether open recalls relevant to this vehicle already exist. If so, the memo pad displays a list of these recalls; from this list, you can branch to the recall data and to attachments for the recall, for example, repair instructions.

The recall dialog box contains a column displaying the sum of the labor values; this is important information for employees scheduling the servicing appointments. This information provides an indication as to whether the recall tasks can be performed as required.

3. If the recall work has already been performed, you can set the recall to Recall Done by Third Party.

4. You copy the recall to service order.

If a recall already exists, you can (automatically) copy the recall data to the VSS order. You can do this either by choosing the recalls you want to copy from the memo pad, or you can choose the recalls you wish to transfer to the order after you have entered the order in the recall subscreen. Copy the recall to service order from the order processing transaction, Copy Recall. When you trigger this transfer, the recall data is copied to a new job (with all recall items) and the job is then split 100% to the OEM. The system generates and saves a warranty record together with a reference to the recall. This, together with the status information In Process, is saved in the corresponding vehicle master when the VSS order is saved.

The system uses the split order type and the warranty category that you have assigned in transaction Assign Item Type and Item Category to OEM (transaction /DBE/WTYRCLITEM), and the VSS order item categories from the customizing settings for Vehicle Sales and Service (VSS) under Service > Recall > Define Order Type and Warranty Category for Recalls.

The recall has the status 3 (In Process).

The mechanics or service technicians read the repair instructions, work on the recall, and add or delete labor values or parts items as required. They may also discover that the recall fault has already been corrected, in which case, they would cancel the recall and then set the recall to Recall Done by Third Party.

5. You cancel the recall.

In some cases, you may have to remove the recall from the service order. You may want to do this, for example, if some parts are not yet available and the recall is therefore going to be handled at a later date with a separate order, or if the fault has already been rectified. In this case, you have to delete the warranty record manually from the order. You can do this by deleting the warranty data in the order processing transaction. The system deletes the link between the recall and the service order (action WTYD_ORDER_DELE, Delete Warranty Data). The system deletes the recall reference in the vehicle master.

The recall has the status 1 Open again. Further processing takes place as a normal service order warranty process.

6. You close the recall.

If the recall has not been cancelled, the mechanic completes and releases the job and set the technical status for the job (you can find this at the Job tab, action RECALL_CLOSE, Complete Recall). For the same vehicle, you cannot copy closed recalls to future service orders; however, a recall can be complete for one vehicle, but still open and in process for another vehicle.

The recall has the status 4 Closed and is not displayed in future service orders.

Result

You can display recalls (recall number, status, and corresponding VSS order number) and gain an overview of all related recalls, old recalls, and new recalls in the recall view of the vehicle master.