7/15 Repair & Overhaul Case Management – IW52, Z-Tasking & Documentation

Where do you start when entering a new Z-task in IW52?

Open the Task tab inside the notification.

Which column do you click to add a Z-task?

The next empty box in the Task/Code column.

Which task type code is used for a scrap action?

Z122 – Scrap Action / Review Required.

What phrase should you add if you place details in the Long Text field?

Include “See long text” in the short text so planners know to read the long description.

After creating a Z-task, how do you confirm it saved correctly?

Click Save and verify the task appears in the Open Task List.

Before sending a task, what key question must you ask yourself?

“What exactly am I asking for, and will it make sense to the planner reading it?”

Why is clarity crucial when writing task descriptions?

Unclear requests may be closed without action, causing delays and rework.

In the training analogy, what is IW52 compared to?

Your control panel for managing work.

In an analogy of driving a car, what do Z-tasks represent?

Your hands on the wheel—how you make things happen.

What checklist item reminds you to monitor long-standing work items?

Review New and Aging Notifications.

What does the code Z135 usually signify for you?

It is a task that customer service must action; if it’s open, review it promptly.

Give an example of a task code typically owned by another team (not you).

Z115 – Pricing/Estimate team responsibility.

What should you do once all your holds in an SAP interface case are cleared?

Release the case (set it to Aero Default) so the next owner can take over.

When writing a customer update pulled from site logs, what is critical?

Relay current unit status using clear, customer-friendly language.

If you need an amended purchase order, how might you phrase the task?

“Amended PO requested – customer requires revised PO.”

Name two resources you can consult when you are stuck on a notification.

Ask your trainer/manager (e.g., Terri) or colleagues on the floor; send a Teams ping if needed.

Why should you avoid over-using floor resources?

They have their own workload; excessive interruptions can delay your and their tasks.

What should you check for each open notification before closing your day?

Any pending Z-tasks, holds, or customer status requests that require your action.

What immediate action is advised when a customer asks for unit status but you see an unseen task inside the notification?

Open the notification, action the task (e.g., request needed documentation), then update the customer.

Which SAP T-code is the “central hub” for Repair & Overhaul service notifications and Z-tasking?

IW52

In IW52, which tab lists the internal action codes (Z-tasks) and their status?

The TASK tab.

What does the Z-task code Z135 indicate?

Escalation to CSR / CSR action required.

Which Z-task closes a hold by signalling the work can continue?

Z129 – “OK to Proceed.”

What does Z128 "Ready to Release" signify?

All required actions are complete and the unit can be released / shipped.

If a customer wants a unit back with no work performed, which Z-task is used?

Z100 – Return As-Is.

Which Z-task is used when the site wants OMS to offer an exchange unit?

Z104 – Exchange Available / Offer Exchange.

Where in IW52 can you confirm if a unit is under warranty and see warranty dates?

The WARRANTY tab.

What information is typically found in the IW52 General tab header?

Material number, serial number, notification number, sales order, sold-to party, customer PO, contract, etc.

Which IW52 tab shows Sales Org 1000 / Distribution Channel 01 / Division 01?

The ORG DATA tab.

What does ‘SLT’ next to a task line generally mean?

See Long Text – detailed notes are stored in the task’s long-text box.

Steps to upload an amended PO or 8130 tag in IW52 (short version)?

Task > Add & Display Photos/Docs > Display/Change (Glasses Icon) > Add Photos/Docs > Select file, set group = general / No, Export flags, No > Save

How do you view a document already attached to the notification?

Highlight the file in Add & Display Photos/Docs and click “View Details.”

Why should you always record Z-tasks rather than rely only on e-mails?

They create a formal, traceable communication trail that the site, planners, and auditors can see inside SAP.

Difference between the Activities tab and the Task tab in IW52?

Activities tab is mainly for site logging; Task tab holds Z-tasks and CSR/site communication.

What two mandatory fields must be filled when putting a Salesforce case On-Hold?

Escalated To (owner/group) and Case Comments (reason / next update).

Where can you quickly locate the customer’s contract number inside IW52?

In the General tab header (Contract field).

What document proves airworthiness and is often requested post-shipment?

FAA Form 8130 (Airworthiness Approval Tag).

Which two values can be used to enter ZIWBN to fetch docs?

Sales Order number or Notification number

If a Z-task you sent was ‘completed’ but no answer was given, what should you do?

Check ‘Completed By’ in the task line, IM or e-mail that person for details, and escalate if needed.