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Infor SyteLine Service User Guide
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Overview
About Service
Billing Code Stored Procedures
Setting Service Parameters
Increment Date Example
Setting an Increment Date
About the Microsoft Outlook Add-in
Call Center (Incidents)
Setting up the System for Incidents
Setting Up Service Status Codes
Setting Up Priority Codes that Establish Response Times for Incidents
Setting Up Escalation Tasks
Setting Up Service Reasons and Activities
Setting Up Event Codes
Setting Up Service Resolutions
Using the Knowledge Base
Adding and Updating Knowledge Base Entries
Creating KB Entries from the Knowledge Base Form
Viewing Knowledge Base Entries
Setting Up Knowledge Base Categories
Searching for Knowledge Base Entries
Using the Call Center to Add and Track Incidents
About Incident Escalation
Setting Up Incident Escalation
Adding an Initial Request for Service (Incident)
Quick Incident Creation
Tracking and Updating Incidents with the Incident Queue Console
Using the Service Reason/Resolution Search Utility
Adding Events to an Incident
Using an Incident to Create a Service Order
Using an Incident to Create an Order
Using an Incident Event to Create an Order
Completing an Incident and Reviewing Status History
Contracts
Using Contracts to Track Maintenance Agreements for Customers
Using Contracts to Generate Service Orders
Setting Up the System for Contracts
Setting Up Contract Status Codes
Setting Up Service Types
Using End User Types
Adding and Maintaining Contracts
Adding a Contract
Adding Contract Lines
Creating a Fixed Contract
Creating a Calculated Maintenance Contract
Setting Up Contract Line Entitlements
Setting Up Service Contract Maintenance Schedules
Determining if a Contract is Profitable
Running the Service Contract Renewal Listing Report
Invoicing a Service Contract
Invoicing a Contract
Running the (Service) Contracts to be Invoiced Report
Multi-Lingual Invoice Support
Rentals
Setting Up Rentals
Generating an Item Rental History Report
Creating and Invoicing a Long Term Rental Agreement
Amortizations
Using Amortizations
Setting Up Amortizations
Maintaining Amortizations
Scheduling Amortizations
Running the Amortization Posting Utility
Contract Coverage Times
Contract Billing by Elapsed Days
Inspections
About Inspections
Setting Up Inspections
Completing Inspections on an SRO
Reviewing Inspections of a Unit
Adding an Inspection to a Service Order
Copying Inspections
Partners
About Partners
Setting Up Partners
Performing a Mass Creation of Partners
Using the Partner Console to View Assignments
Recording a Partner End Time
Tracking and Approving Partner Transactions
Handling Partner Expenses
Approving Partner Expenses
Running the Miscellaneous Expense Report
Reimbursing Partner Expenses
Viewing Partner Reimbursement Tax Details
Reconciling Partner Expenses
Running the Expense Reconciliation Report
Running the Partner Reimbursement Report
Entering Expenses Against a Service Order
Completing SRO Labor Transactions for a Partner
Reviewing Partner Location History
Running the Unified Transaction Report
Running the Partner Schedule Report
Using the Partner Selection Form
Scheduling
About Scheduling
About Appointments
Setting Up the System for Scheduling
Setting Schedule Parameters
Maintaining Display Settings
Configuring Appointment Labels for the Calendar Scheduling Form
Using Color Coding in Schedules
Setting Service Schedule Permissions
Using the Scheduling Board
Additional Ways to Use the Scheduling Board
Creating an Appointment Type
Maintaining Appointment Status Codes
Scheduling Method, Multi-Day vs. Single Day
Scheduling Single Day Appointments
Scheduling Multi-Day Appointments
Determining at What Level to Schedule
Automatic Resource Scheduling
Setting Up Automatic Resource Scheduling
Setting the Header Date Formats
Scheduling and Rescheduling Linked Appointments
Rescheduling Appointments
Dispatching a Partner
Scheduling vs. Dispatching Overview
Global Scheduling for Shared Partners
Selecting Tasks to Display on the Scheduling Board
Reviewing Appointment Status History
Scheduling by Proximity
Profile Specific Appointment Defaults
Adding Calendar Sync Users
Service Request Orders (SROs)
Using SROs to Track Service Requests, Transactions, and Billing
Setting Up the System for Service Request Orders (SROs)
Setting Up Service Product Codes and Distribution Accounts
Setting Up Service Order Types
Setting Up Work Codes
Setting Up Service Operation Codes
Setting Up Miscellaneous Codes
Setting Up Payment Types
Setting Up Service Order Templates
Adding and Maintaining SROs
Adding and Updating a Service Order
Quick SRO Create: Copying SRO Information from an Existing SRO
Automatically Generating a Service Order
Performing a Multi-Site Service Order Copy
Adding SRO Lines
Adding SRO Operations
Adding Service Order Transactions
Setting Additional Filters for SRO Transactions
Setting Up Service Order Labor Rates
Processing Promotional Discounts for Service Orders
Processing Service Order Deposits
Accepting and Applying SRO Deposits in Accounts Receivable
Maintaining Service Customers
Maintaining Service Customer Contacts
Invoicing Service Orders
Invoicing Customers for Service Work
Reporting on Service Orders to be Invoiced
Running Service Order Invoicing
Using the Multi-Lingual Service Invoice Form
Service Order Accounting
About Service Order Accounting
Adjusting a Service Order to Issue a Credit Memo
General Ledger Transactions Overview
Service Order Accumulate WIP Overview
Service Order Non-Inventory Material Purchases
Posting Service Order Transactions
Setting Service Distribution Accounts
Setting Up Labor Accounts for a Service Order
Service Order Reports
Running the Service Order Estimate Report
Running the Service Order Exchanges To Be Shipped Report
Running the Service Order Loaners To Be Shipped Report
Running the Service Order Margin Report
Running the Service Order On Hold Report
Running the Service Order Operation Code Cost Report
Running the Service Order Outstanding Exchanges Report
Running the Service Order Outstanding Loaners Report
Running the Service Order Picklist Report
Analyzing Planned vs. Actual Costs and Revenue
Running the Service Order Status Report
Running the Service Order WIP Valuation Report
Running the Service Order Work Order Report
Data Collection
About Service Data Collection
Collecting SRO Material Data
Billing Service Orders
Tracking Service Orders with the Service Console
Using the Service Order Project Scheduling Form
Creating a Service Order Pre-Packing Slip
Linking Customer Orders to Service Orders
About SRO Pricing
Service Cross References
About Parts Not in Inventory
Requesting Parts Not in Inventory
Reviewing Warehouse Replenishment Planning
Generating Warehouse Replenishment Planning Information
Generating the Service Order Planned Material Requirement Report
Designating Serial Numbers on a Material Transaction
Service Commissions Overview
Commission Reimbursement
Handling a Support Call that Requires a Service Order
Processing a Warranty Claim
Shipping Parts Associated with a SRO
Drop Shipments for SROs
Processing a Spare Parts Order for an Existing Unit
Processing a Spare Parts Order for Inventory
Handling RMAs Through Service Orders
Handling Advance Exchanges and Loaners
Completing An Advance Exchange for a Unit
Completing An Advance Exchange for the Components of a Unit
Service Orders Involving a Loaner
About Service Bay Repair vs. Depot Repair
About Service Order Planned Transactions
Creating a Maintenance Order for an Internal Unit on a Shop Floor Machine
Closing a Service Order
Adding Service Level Agreements
Setting Up Labor Costs for a SRO
Entering Service Order Deposits
Reviewing SRO Working Status History
Using Multiple Customer Item Numbers with Service Orders
Using the AIA Billing Console
Using Service Item/Warehouse Replenishment
Units
About Items, Units and Servicing
Setting Up the System for Units
Adding or Updating Information About a Unit Manually
Creating and Maintaining Consumers
Maintaining Warranty Codes for Items
Running the Warranty Expiration Report
Configuring Units
Using the Unit Configuration Form
Running the Unit Configuration Create Utility
Running the Item Where Used On Configuration Report
Running the Indented Unit Configuration Report
Automating Updates to Unit Configurations
Reviewing Unit Configuration History
Using the Unit Configuration Search Utility
Resolving Conflicts in Customers Associated with Units
Finding the Loaner History of a Unit
Copying Information from an Existing Unit
Adding Service Information for Existing Items
Setting Up Unit and Item Maintenance Schedules
Creating a Maintenance Schedule for an Item
Registering a Unit
Transferring a Unit
Approving and Rejecting Registrations from the Portals
Approving Registrations from the Portals
Rejecting Registrations from the Portals
Searching for a Customer or Consumer for Portal Unit Registration
Status History Tracking
Serial Cost Method
Meter History Tracking
Map Functionality
Using the Map Functionality
Searching for a Location on the Map
Getting Directions on the Map
Using the Map GPS Tracking
Field Topics
Basis, Escalation Tasks
Billing Code
Contract Billing Frequency
Change Priority Code
Change Working Status To
Consume Forecast
Coverage Basis, Incident Priority Code
Customer
Drop Ship
Drop Ship To
Increment Date
Method
Print Options
Update To Be Scheduled Flag
Advanced Plant Maintenance
About Advanced Plant Maintenance
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