Adding and Updating a Service Order

Service orders collect all of the costs required to perform the service and can contain multiple lines and multiple operations.

Service request orders can be created in several ways:

• From the Call Center (Incidents form) by cross-referencing an incident or an event.
• From the Service Contracts form for an item that is on planned maintenance
• Copied from a template (Service Order Templates form)
• Directly from the Service Orders form

In the first 3 cases, some information defaults into the Service Orders form from the other form.

Steps

To maintain information on the Service Orders form:

1. On the SRO header, specify this information:

   SRO

   Select the unique alphanumeric used to identify the SRO. Leave this field blank to let the system auto-generate a value.

   Incident

   Select the incident number.

   Status

   Select the status of the SRO. The status determines whether the transactions against the SRO may be entered or invoiced. The status may be changed at any time. Choices for the status are:

   • Template: Used as a generic setup for quickly creating new SROs.
   • Estimate: Used for estimating cost and price information for a customer.
   • Open: Indicates that no transactions are on hold and that the SRO may be invoiced. When first created, the status will automatically set to open.
   • Closed: SRO is complete and no invoicing can be performed.

   Bill Status

   The current state of billing for a SRO is displayed.

   Partial Billing

   Select this check box if you want the SRO Invoice Print/Post program to bill an SRO or SRO transaction with a status of bill hold. If the check box is selected at the header level, the system ignores the entire SRO. If the check box is selected at the transaction level, only the transaction is ignored and all other transactions not on hold are invoiced.

   NOTE: A default value for new SROs can be set on the Service Order tab of the Service Parameters form.

   Customer

   Select a customer.

   Ship To

   The Customer Ship To location is displayed.

   Drop Ship To

   Drop Ship Button

   Click this button to launch the SRO Drop Ship To form.

   SRO Type

   Select he type of the service request order. These types are set up and maintained on the Service Order Types form.

   Select the end user type for the service order.

   Warehouse

   Select the default warehouse to use for the SRO.

   Lead Partner

   Select the partner responsible for the SRO.

   Include Demand

   Select this check box to include the material used for the SRO in inventory demand calculations.

   These service order material transaction types are considered in the calculation:

   • Inventory Issue
   • Exchange Shipment
   • Customer Shipment

   • Note: This applies to actual, planned, and line material transactions at time of posting.

   To Be Scheduled

   Select this check box to indicate that the current incident or SRO is to be included in the scheduling process for partner assignment. If selected, the incident or SRO is displayed on the Service Schedules form when you do select a task and click All To Be Scheduled. If cleared, the incident or SRO can still be manually scheduled but is not automatically displayed on the Service Schedules form.

   Salesperson

   Select the salesperson associated with the SRO or contract.

   Price Code

   Select the price code for this customer.

   Awaiting Parts

   Select this check box if the Incident or SRO is dependent on material that is yet to be received. Whether this field is enabled or disabled to the user is controlled by the Parts Fulfillment mode assigned at the Service Parameters level.

   Terms Code

   Select the terms code for this customer.

   The terms code is used to identify specific billing terms that apply to this customer or this order. This value displays as the default when you enter invoice and debit transactions. The terms code is used when determining the transaction due date and the discount information. The code entered here must be in the terms code file.

   Ship Via

   Specify the ship via code to use for this SRO. The ship via code is used to identify the preferred shipping method of the customer. The default value is based on the customer selected but can be overwritten. The codes are set up and maintained on the Ship Via Codes form.

   Cust PO

   Select the customer PO that is associated with the service order.

   Department

   Select the department out of which the partner works.

   Destination

   Select the type of record to cross-reference. The three ID fields can be used to specify existing records. If left blank the system creates a new record of the destination type specified when the cross reference is performed.

2. On the General tab, specify this information:

   Product Code

   Select the product code for the SRO. This code contains all of the General Ledger Accounts that are used for posting Material, Labor, and Miscellaneous expenses to a SRO. The product code also contains the accounts that are used by the SRO Invoicing program for posting Cost of Goods Sold and Revenue amounts.

   NOTE: A default value for new SROs can be set on the Service Order tab of the Service Parameters form.

   Region

   When a new SRO record is created, the default region is based on the region assigned to the selected service customer. If a line is added to the SRO for a unit with a region specified, then the region on the service order is changed to match that of the unit.

   Remote ID

   If the order was created remotely, the ID is displayed.

   Projected Date

   Select an estimated date for when the order will be completed.

   Get CTP Button

   Click this button to use information from the APS planning engine to calculate the estimated date.

   Open Date

   The date and time that the SRO or SRO operation was opened is displayed. The current system time upon starting a new SRO or line is used as the default time.

   Start Date

   The date of entry into the system or when work commenced on the associated task is displayed.

   Close Date

   Select the date and time that the SRO or SRO line was closed. The field will default in the current system time upon closure of the SRO or line.

   End Date

   The date and time that work was completed is displayed.

   Priority Code

   Select the priority code for the service order.

   Working Status

   Specify a user-defined name to signify the service status code.

   Maintenance Date

   Specify the date and time that maintenance is scheduled to occur. Updating of this field will update the related machine maintenance record.

   Maintenance Duration

   Specify the length of down time for the maintenance.

   Inspection Finalized

   The date all the inspection tasks of the SRO were finalized is displayed.

   Finalize Inspection Button

   Click this button to check each SRO Line Inspection to verify a measured value has been entered for required inspection tasks.

   Shift ID

   Select a valid shift from the drop-down list. The resource will be available for work during the intervals specified on this shift. You can set up shift intervals on the Scheduling Shifts form.

   If you do not assign a shift to the resource, the resource is considered available 24 hours per day, 7 days per week.

   Schedule Down Time

   Select this check box if a Shift Exception should be created for the the Maintenance Duration associated with the service order.

   Click History to launch the Service Order Working Status History form.

3. On the Customer tab, specify this information:

   Customer

   The customer is displayed.

   Ship To

   The Customer Ship To location is displayed.

   Drop Ship Button

   Click this button to launch the SRO Drop Ship To form.

   Consumer

   Select a consumer. A consumer is the end user or recipient of a unit. Even though a unit may have been sold to one customer, it may have been distributed to another customer. That "other" customer is the consumer.

   Consumer Ship To

   The Consumer Ship To location. If the field is left blank, the zero ship to location is the default value.

4. Specify the name of the contact person and related contact information.

5. On the Billing tab, specify this information:

   Freight

   Specify the amount of freight charges to be invoiced.

   Misc Charges

   Specify any miscellaneous charges associated with the SRO.

   Discount Percent

   Specify the discount percentage to be given if payment is made by the discount date.

   Currency

   The type of currency to be used for the SRO is displayed. The default value is based on the SRO customer. The values are set up and maintained using the Currency Codes form.

   Fixed Rate

   Select this check box if you want to set a fixed exchange rate for calculating the invoice amount that does not change over time. If cleared, the exchange rate is acquired from the Currency Code and Currency Rates.

   Exchange Rate

   Specify the multiple used to calculate the conversion from one currency to another.

   Material Cost

   The running total of material costs issued to the SRO, SRO Line, SRO Operation, or SRO Transaction is displayed.

   Labor Cost

   The running total of labor costs issued to the SRO, SRO Line, or SRO Transaction is displayed.

   Miscellaneous Cost

   The running total of miscellaneous costs issued to the SRO, SRO Line, SRO Operation, or SRO Transaction is displayed.

   Total Cost

   The accumulated total cost amount for the SRO Line or SRO Operation is displayed.

   Total Price

   The running total of price for the SRO, SRO Line, or SRO Operation excluding freight, miscellaneous, and tax charges is displayed.

   Auto Close SRO After Invoicing

   Select this check box to set the SRO status to "Closed" when invoicing is complete (regardless of the Close Date value).

   NOTE: If this field is not checked, manually populating the "Close Date" field of the SRO will cause it to close after invoicing.

   The Service Order field value will default from the Template if created via SRO Template and if not, from the Service Parameters.

   Total Billed

   The running total of invoiced charges for the SRO, SRO Line, or SRO Operation including freight, miscellaneous, and tax amounts is displayed.

   Accum Freight

   Displays the total freight charges that have been invoiced for the SRO.

   Accum Misc Chgs

   Displays the total miscellaneous charges that have been invoiced for the SRO.

   Accum Discount

   Displays the total discount amount that has been invoiced for the SRO.

   Sales Tax

   The total sales tax charges that have been invoiced for the SRO is displayed.

   Total Sales Tax2

   The total sales tax 2 charges that have been invoiced for the SRO is displayed.

   Sales Amount

   Specify the base total to be charged (minus additional fees such as taxes, freight, surcharges etc.)

   Credit Hold

   Select this check box to put the SRO customer on credit hold. If selected, no invoicing is allowed for that SRO.

   Reason

   Select the reason for the credit hold. This value is required to execute the credit hold. The selections available are set up and maintained through the Credit Hold Reason Codes form.

   Credit Hold Date

   Select the date that the SRO was placed on credit hold. The current system date is used by default upon checking the Credit Hold field.

   User

   Select the name of the user that placed the SRO on credit hold. If you select the Credit Hold check box, the current user is the default value.

   Set Oper Stat to Invoice Button

   Click this button to set the selected SRO operation status to Invoice.

   Orders to be Invoiced Report Button

   Click this button to launch the SRO To Be Invoiced form, filtered for the current SRO.

   Order Invoicing Button

   Click this button to launch the Service Order Invoicing form, filtered for the current SRO.

6. On the Deposits tab, specify and view information about the deposit totals:

   Total Deposit Required

   Specify the total amount of down payment required from the customer.

   Deposit Received

   The accumulated deposit amount received from the customer is displayed.

   Deposit Due

   The amount outstanding for the total deposit on the SRO is displayed.

   Deposit Applied

   The deposit amount that has been applied to the SRO is displayed.

   Deposit Remaining

   The outstanding deposit amount for the SRO is displayed.

   Deposit Expiration

   Select the date that the customer deposit needs to be received by.

   Deposit Required

   Select this check box to prevent any material, labor, or miscellaneous transactions from being posted to the SRO until the deposit due is equal to zero.

   Apply Open Deposits

   Select this check box to apply deposits from the customer that are not directly tied to a particular SRO to the current SRO.

   Deposits Button

   Click this button to launch the Order Deposits form.

7. On the Line Defaults tab, specify this information:

   Billing Type

   The billing type determines the total price for a service request order. Specify the billing type at the line or operation level of the SRO. A default value for billing type can be set on the Service Parameters form. Select one of these options:

   • Calculated/Time and Material: Add all Material, Labor, and Miscellaneous items issued to calculate the price.
   • Project/Fixed: Price is based on a manually entered, fixed amount.

   Material Acct Location

   Specify whether the accounts used for material will be assigned at the operation or transaction level.

   NOTE: A default value for new SROs can be set on the service order tab of the Service Parameters form.

   Labor Acct Location

   Specify whether the accounts used for labor will be assigned at the operation or transaction level.

   NOTE: A default value for new SROs can be set on the service order tab of the Service Parameters form.

   Misc Acct Location

   Specify whether the accounts used for miscellaneous issues will be assigned at the operation or transaction level.

   NOTE: A default value for new SROs can be set on the service order tab of the Service Parameters form.

   Billing Code

   Bill Manager

   Specify the identification of the person responsible for verifying that the SRO is properly invoiced.

   Planned Transaction Required

   Select this check box if a planned transaction must exist before the line or operation can be invoiced.

   NOTE: A default value for new SROs can be set on the Service Order tab of the Service Parameters form.

   Accumulate WIP

   Select to determine if costs issued to the SRO are stored in WIP accounts or if the costs should be posted directly to cost of goods (COGS) accounts.

   NOTE: A default value for new SROs can be set on the Service Order tab of the Service Parameters form.

   Use Planned Pricing

   Select this check box to use planned pricing instead of pricing based on partner, codes, and customer.

   NOTE: A default value for new SROs can be set on the service order tab of the Service Parameters form.

8. On the Tax tab, specify this information:

   Tax Code

   Select the tax code, which represents how the sales tax is calculated. Selections are set up and maintained through the Tax Codes form.

   Freight Tax Code

   Select the code representing how much sales tax will be assessed on freight charges.

   Misc Code

   Select the code representing how much sales tax will be assessed on miscellaneous charges.

   NOTC

   Select the nature of transaction code. These codes are used in the European Community to identify the characteristics of various transactions used in the system. Selections are set up and maintained using the Nature of Transaction Codes form.

   Delivery Terms

   Select a code for the terms of delivery.

   Process Indicator

   Specify the process indicator code. This code is used by the system in calculating the EC Sales List Report for companies in European Community countries. The Activate EC Reporting option on the General tab of the General Parameters form must be set to true in order for this field to be used.

9. On the Schedule tab, you can view information about partner schedules related to this SRO, which are defined through Schedule Appointments:

   Schedule Button

   Click this button to launch the Service Scheduler.

   Dispatch Button

   Click this button to launch the Service Schedule Dispatch form.

10. On the Lines/Operations tab, you can view line and operation information for this SRO, which is defined using the Lines and Operations buttons:

    Transactions Button

    Click this button to launch the Service Order Transactions form.

    Lines Button

    Click this button to launch the Service Order Lines form.

    Operations Button

    Click this button to launch the Service Order Operations form.

11. On the Notes tab, you can view and update notes about the SRO:

    Subject

    Specify a brief summary of the note record.

    The subject grid shows all the existing note records for the SRO. Clicking the left side of the grid area below any existing note adds the next sequence number and allows for entry of an additional note record defaulting with the information described above.

    Notes

    Specify any notes pertaining to the currently selected record.

    Internal

    Select this check box to specify that the notes are internal.

12. On the User Defined tab, you can place UETs and other custom fields.
• Project Owner
• Architect
• Percent of Stored Materials
• Percent of Completed Work

Next Steps

After you create the service order, you can update it using these buttons:

• Click Quick Create to create a new SRO based on information in the current SRO.
• Click Copy Lines to launch the Service Order Quick Create.
• Click SRO Lines to add and update service order lines.
• Click SRO Operations to add and update operations.
• Click SRO Transactions to add and update labor, material, and miscellaneous transactions against this order.
• Click Schedule to schedule appointments against the order.
• Click SRO Work Order Report to print transaction information for the SRO.
• Click Signature to display any captured electronic signatures related to the SRO.
• Click Pay with Credit Card to launch the Credit Card Payments form, populated with the customer information of the SRO.
• To invoice the customer, follow the steps in Invoicing Customers for Service Work.

Other Ways to Use the Service Orders Form

Alternatively, you can create SROs using these buttons:

• Click Copy Lines to copy the lines from the current SRO to a new SRO.

Related Topics

Using SROs to Track Service Requests, Transactions, and Billing

Adding an Inspection to a Service Order

Setting Up the System for Service Request Orders (SROs)

About Service Callbacks

Reviewing SRO Working Status History