Creating a Maintenance Customer Order

This document explains how to create different types of maintenance customer orders. The process is used when you want to create a maintenance customer order upon request from an external customer.

The document also explains how to create quotations that give you information about all the costs and expected revenues for the service. Quotations are created when you want to see what a service will cost you to perform and when you want to suggest a price for the service to the customer.


When the customer has approved the maintenance customer order it may be used to create a work request. The quotation you have created is used only to give you and the customer information about the expected costs for the job. The actual costs that you use for invoicing are taken from the work order.

Before you start

Follow these steps

  1. Enter Basic Order Data and Check with Maintenance Agreement

    When you enter the basic data for the maintenance customer, you will always have to specify whether you want to create a standard order, a loan/exchange order, or a sales order. This is done in 'Maintenance Customer Orders. Open' (COS100). A check is automatically made to ensure that there is an agreement for the customer. The agreement contains the conditions that apply to the maintenance customer order. This includes, for example, the agreement type, the validity dates, and the currencies.

  2. Enter Maintenance Customer Order Details

    Use this activity to create the order details that are connected to the order header of a new maintenance customer order. For example, the order details define what type of order you are creating, such as a normal maintenance order, a part sales order, or an exchange order. The information that you need to enter varies with the type of order (see the description of the different process variants below). The order details are created in 'Maintenance Customer Orders. Open Line' (COS101).

    Process Variants

    • Normal Maintenance Order

      Create a normal maintenance customer order when the customer wants to have some kind of maintenance job performed on an object, such as a vehicle. During order details entry, you specify what service is to be performed on a specific object, how the work is to be priced, and the different dates, such as when the object is to be received and when it is to be returned to the customer.

    • Material Sales Order

      Use this activity if a customer wants to buy an item that you have in stock. The basic data will be the same for a sales order as for a standard order. However, you need to specify that you want to create a sales order. The details for the order will contain slightly different information compared to a standard order.

    • Material Loan Order

      Use this activity to create loan orders. These orders are used when a customer wants to borrow a part from your part pool. The basic data is the same for a loan order as for a standard maintenance customer order. However, you specify that you want to create this order type in the basic order data. The order is created in 'Maintenance Customer Orders. Open Line' (COS101).

    • Material Exchange Order

      Use this activity to create exchange orders. These orders are used when the customer wants to exchange a broken component for a functioning component you have in your stock or part pool. The basic order data is basically the same for an exchange order as for a normal order, but the order details are somewhat different.

    • Material Exchange Order with Direct Purchase

      Material exchange orders with direct purchase orders can be used when the customer wants to make the same kind of exchange as described in the previous example. The difference in this case is that you do not have the component in stock and need to purchase it so that you can deliver. The order details are slightly different compared to a regular material exchange order. For example, you must specify a supplier.

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