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 (SROs) 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 three cases, some information defaults into the Service Orders form from the other form.

To maintain information on the Service Orders form:

In 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 service order. The status determines whether the transactions against the service order 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 service orders.
- Estimate: Used for estimating cost and price information for a customer.
- Open: Indicates that no transactions are on hold and that the service order may be invoiced. When first created, the status will automatically set to open.
- Closed: Service order is complete and no invoicing can be performed.
Bill Status

The current state of billing for a service order is displayed.

Partial Billing

Select this check box if you do not want a service order that is on hold to be invoiced. This means that a service order can be invoiced even when some of the operations for the invoice are not ready to be invoiced. Clear this check box if you want all operations to be ready to be invoiced. The operations must be set to a status of Invoice or Closed.
A default value for new service orders 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 Button

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

SRO Type

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

Warehouse

Select the default warehouse to use for the service order.

Lead Partner

Select the partner responsible for the service order.

Include Demand
Select this check box to include the material used for the service order 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 service order is to be included in the scheduling process for partner assignment. If selected, the incident or service order is displayed on the Calendar Scheduling form when you select a task and click All To Be Scheduled. If cleared, the incident or service order can still be manually scheduled but is not automatically displayed on the Calendar Scheduling form.

Salesperson

Select the salesperson associated with the service order or contract.

Price Code

Select the price code for this customer.

Awaiting Parts

Select this check box if the Incident or service order 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 service order. 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.
On the General tab, specify this information:

Product Code

Select the product code for the service order. This code contains all of the General Ledger Accounts that are used for posting Material, Labor, and Miscellaneous expenses to a service order. The product code also contains the accounts that are used by the service order Invoicing program for posting Cost of Goods Sold and Revenue amounts. A default value for new service orders can be set on the Service Order tab of the Service Parameters form.

Region

When a new service order record is created, the default region is based on the region assigned to the selected service customer. If a line is added to the service order 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 service order or service order 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 service order or service order line was closed. The field will default in the current system time upon closure of the service order 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 Service Order 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 Maintenance Duration associated with the service order.
Click History to launch the Service Order Working Status History form.
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.
Specify the name of the contact person and related contact information.
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 service order.

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 service order is displayed. The default value is based on the service order customer. The values are set up and maintained using the Currency Codes form.

Fixed Rate

Select this check box 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 service order, service order line, service order operation, or service order transaction is displayed.

Labor Cost

The running total of labor costs issued to the service order, service order line, or service order transaction is displayed.

Miscellaneous Cost

The running total of miscellaneous costs issued to the service order, service order line, service order operation, or service order transaction is displayed.

Total Cost

The accumulated total cost amount for the service order line or service order operation is displayed.

Total Price

The running total of price for the service order, service order line, or service order operation excluding freight, miscellaneous, and tax charges is displayed.

Auto Close SRO After Invoicing

Select this check box to set the service order 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 service order 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 service order, service order line, or service order operation including freight, miscellaneous, and tax amounts is displayed.

Accum Freight

Displays the total freight charges that have been invoiced for the service order.

Accum Misc Chgs

Displays the total miscellaneous charges that have been invoiced for the service order.

Accum Discount

Displays the total discount amount that has been invoiced for the service order.

Sales Tax

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

Total Sales Tax2

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

Sales Amount

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

Credit Hold

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

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 service order 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 service order 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 service 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 service order.

Order Invoicing Button

Click this button to launch the Service Order Invoicing form, filtered for the current service order.
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 service order is displayed.

Deposit Applied

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

Deposit Remaining

The outstanding deposit amount for the service order 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 service order 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 service order to the current service order.

Deposits Button

Click this button to launch the Order Deposits form.
On the Line Defaults tab, specify this information:
A default value for most of these fields for new service orders can be set on the Service Order tab of the Service Parameters form.
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 service order. 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.

Labor Acct Location

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

Misc Acct Location

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

Billing Code

See Billing Code.

Bill Manager

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

Planned Transaction Required

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

Accumulate WIP

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

Use Planned Pricing

Select this check box to use planned pricing instead of pricing based on partner, codes, and customer.
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 selected in order for this field to be used.
On the Schedule tab, you can view information about partner schedules related to this SRO. Use the buttons as described here:

Schedule Button

Click this button to open the Calendar Scheduling form.

Dispatch Button

Click this button to open the Service Schedule Dispatch form.
On the Lines/Operations tab, you can view line and operation information for this service order, which is defined using these 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.
Optionally, use the Enter Material, Enter Labor, and Enter Miscellaneous buttons to launch the associated work entry form, where you can quickly enter transactions. These buttons are disabled when in template mode, when the operation is closed, and when the operation bill type is invoice estimate.
On the Notes tab, you can view and update notes about the service order:

Subject

Specify a brief summary of the note record. The subject grid shows all the existing note records for the service order. 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.
On the User Defined tab, you can place UETs and other custom fields.

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

Click Quick Create to create a new service order based on information in the current service order.
Click Copy Lines to launch the Service Order Quick Create form.
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 service order.
Click Signature to display any captured electronic signatures related to the service order.
Click Pay with Credit Card to launch the Credit Card Payment form, populated with the customer information of the service order.
Click Close SRO to launch the Service Order Close Utility, where you can close the current service order. This button is not enabled for new service orders.
To invoice the customer, follow the steps in Invoicing Customers for Service Work.

Alternatively, you can create service orders using these buttons:

Click Copy Lines to copy the lines from the current service order to a new service order.