This document explains how to process different kinds of customer requests from order receiving to customer invoicing.
Use this process to handle customer requests for maintenance jobs, material requirements and material loans.
Customer requests regarding regular maintenance jobs, material requirements (such as material loans), exchanges and sales are processed. The customer is invoiced for the services provided.
Depending on what process was run, other invoices may have been sent to payers other than the customer, such as suppliers of different components.
Refer to documents listed in the See Also section for further information about changes in M3 tables.
Use any of these options to process different kinds of customer requests from order receiving to customer invoicing.
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.
Use this process to handle 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).
Use this process to handle 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.
Use this process if a customer wants to buy an item that you have in your 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 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 your stock and need to purchase it in order to be able to deliver. The order details are slightly different compared to a regular material exchange order. For example, you must specify a supplier.