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Walkthrough of service orders for service items

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This walkthrough demonstrates several core processes:

  • Create a service order and register the repair of an item.
  • Provide a loaner item to the customer while the repair is underway.
  • Post and invoice a service order.

Scenario: create a service order

Charles, the service manager, creates a service order for a repair, and lends a loaner item to the customer.

Steps

  1. Create a service order manually for the item that requires repair.
    1. Choose the Lightbulb that opens the Tell Me feature. icon, and enter Service Orders.
    2. Choose the New action.
    3. In the Customer No. field, enter 10000.
    4. In the Service Order Type field, choose REPAIR.
    5. On the Lines FastTab, in the Item No. field, choose S-100.
  2. Optional steps:
    1. Choose the Troubleshooting action on the Lines FastTab to check for possible solutions.
    2. Choose the Fault/Resol. Codes Relationships action on the Lines FastTab.
    3. In the Symptom Code field, choose NOISE.
    4. In the Fault Code field, choose 5-2 Loud noise during brewing, and then close the page. The fault code and resolution codes update on the lines.
  3. Lend a loaner item while item is being repaired.
    1. On the lines, select LOANER1 as the Loaner No. To confirm the loan, choose Yes.
    2. Choose the Get Std. Service Codes action, select standard code associated with the service group, and then choose OK.
  4. Close service order page and return to the Role Center.

Results

  • A service order is created for the item.
  • The Service Document Log page shows the loan.
  • The loaner item has a ledger entry to record the loan.

Scenario: register the work, and mark the loaner item as returned

The service technician marks the loaner item as returned, and registers the work they did.

Steps

  1. Find the service task and register the time spent.

    1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Service Tasks, and then choose the related link.
    2. Find the service order to enter time for.
    3. Choose the Item Worksheet action.
    4. Enter the information as described in the following table.
    Type No. Quantity
    Item SER102 2
    1. In the Repair Status Code field, choose FINISHED.
    2. Close the service item worksheet and service tasks pages and return to the Role Center.

  2. Mark the loaner item as returned.

    1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Loaners, and then choose the related link.
    2. Find the loaner item that was returned.
    3. Choose the Receive action.
    4. Confirm the return of the loaner item by selecting Yes.
    5. Close the Loaners page and return to the Role Center.

Results

  • The service order's Service Document Log page shows the loan.
  • The loaner item has a ledger entry to record its receipt.

Scenario: post and invoice the service order

Charles, the service manager, posts the finished service order.

  1. Open the service order.

    1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Service Orders, and then choose the related link.
    2. Find the service order you want to post.

  2. On the Service Order page, post the invoice.

    1. Choose the Post action to complete the service order, select the Ship and Invoice action, and then choose the OK button.
    2. To confirm the opening of the posted invoice, choose Yes.

Results

  • A Posted Service Invoice is created.
  • Service ledger entries are created for the item and resource.

Walkthrough of Service Contracts for Service Items
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