Create Service Assignment

The instruction explains how you enter and copy a service assignment.

Outcome

A service assignment has been created and connected to a service order header with a unique service order number. The service assignment contains assignment-specific information about the object, how the error manifested itself, when it was reported and who is responsible for ensuring that repairs are carried out.

The service assignment updates the following files:

You use the service assignment:

Before you start

Service order header, including service order number, customer and individual item must have been created in 'Service Order. Open' (SOS100)

The following values should also have been entered:

Follow these steps

  1. Start 'Service Order. Open Assignment' (SOS110), that is reached from 'Service Order. Open' (SOS100)

    • Via option 15 on an existing service order header or
    • By having 5 in the panel sequence in conjunction with entering a service order header.
  2. Select F13 to display panel P and select Panel A as the start panel.

  3. Specify How the Assignment is Entered and Its Assignment Type

    Specify 1 in the field option to enter a new assignment or 3 to copy an existing assignment.

  4. Specify the service assignment's order number and, if necessary, the assignment suffix, in the Assignment field.

    • You can connect several assignments to same service order header. To divide the assignment into several subparts, you can assign every assignment an assignment number or allow it to be divided up automatically.
    • In the second field, Assignment suffix, can you divide a service assignment up and assign its parts to several technicians. This enables different parts of the assignment to be reported separately, for each individual suffix.
  5. Check and adjust Assignment type that is registered in the 'Assignment type' field.

    • You use the assignment type as a selection criterion when the assignment is planned. In addition, the assignment type, via its assignment category, determines which fields will updated and proposes standard values for them.
    • The assignment type is defaulted from 'Service Order Type. Open' (SOS010).
  6. Payer Control

    In the 'Payer control' field, specify the rules that apply for designating a payer for the service assignment.

    Note:  The field is used to determine from where the customer will be retrieved and defaulted on the service order lines. Payer can be retrieved and defaulted from an item, an agreement, a service order or a service order type.
  7. Individual Item Information

    If necessary, select 'Equipment group' for the individual item to limit the search for the individual item.

    Equipment group is a way to group and, in the next step, search for individual items that are placed at the same customer site and/or have common properties. The equipment group is stored in invoice statistics. This makes it possible to follow up costs and revenue for a group of items.

  8. Specify 'Individual item number' in the 'Individual item' field to search for an individual item in 'Individual Item. Open' (SOS419).

    The information in the 'Item number', 'Serial number' and 'Model description' fields is retrieved at the same time as 'Individual item' from (SOS419).

  9. Select one the following alternatives:

    • To continue entering a new service assignment, go to Select Agreement, Enter Error Information and Start Date for Assignment (Panel E)
    • To copy a service assignment from an existing service order, go to Copy Assignment From Another Service Order - Voluntarily.

Copy Assignment From Another Service Order - Voluntarily

  1. Specify 3 in the Option field.

  2. In the 'Copy from service order number' field, specify the service order from where the assignment is to be copied

  3. In the 'Copy from assignment' field, specify the assignment number that the assignment you want to copy has on the service order.

  4. Specify 'Assignment suffix' if only part of the assignment is to be copied.

  5. Press Enter.

Select Agreement, Enter Error Information and Start Date for Assignment (Panel E)

  1. In the 'Assignment number' field, check the assignment that is connected to the individual item.

    If the error-reported individual item is not connected to a 'Service agreement' leave this field blank.

  2. Check or adjust time and date in the 'Error report date' and 'Last start date' fields.

    • Today's date and current time are defaulted automatically in 'Error report date' field but can be changed if the error report came in at different date and time.
    • The date can be specified manually or it can be calculated automatically by the system based on the error report date/time, response time and work schedule.
  3. Select an error symptom text in the 'Error symptom' field.

    • 'Error report text' is either general or connected to an individual item/individual item group.
    • An 'Error cause,' 'Service item,' 'Service kit,' 'Alias number' and/or 'Forecasted work hours' can be connected to 'Error report text.'
  4. Check or adjust the defaulted value in the 'Payer control' field.

    'Payer control' is used to determine from where the paying customer will retrieved to the service order lines. Payer can be defaulted from individual item, agreement, service order or service order type.

  5. Select the source of the service assignment among the predefined alternatives in the 'Assignment type' field.

    You can connect a number of parameter values to the assignment type. These determine, among other things, which functions will be used in the service order flow and in what way they will be used.

  6. Check and, if necessary, change the information in the following fields:

    • 'Service manager' – the service office or superior service technician that has main responsibility for the service assignment.
    • 'Service technician' – the service technician who will carry out service and/or repairs on the error-reported individual item.
    • Qualification – the skill level that the service assignment requires from the service technician.
    • 'Planned start date assignment' and Planned finish date assignment'
  7. 'Planned start date assignment' and Planned finish date assignment'

    • 'Your reference 11,' 'Telephone number 11' – Defaulted from the partner
    • 'Our reference' – the person who entered the order.
  8. Select the likely cause of the error on the individual item in 'Error symptom' field.

    The cause of the error is defaulted automatically when it is connected to an error symptom.

  9. Select one of the following alternatives to enter work and spare parts for the assignment in the 'Service expense' field.

    • Specify a service expense or a service kit in the 'Service expense' field.

      Service expense or service kit can be defaulted from error symptom or error cause.

    • To specify an alias number, select the 'Service expense' field and press F10, 'Inquire alias number'

      Alias number can be defaulted from error symptom or error cause.

  10. Specify an estimate of much time the service assignment will take in the 'Forecasted work hours' field.

    Planned work hours can be defaulted from error symptom or error cause.

  11. Press Enter to display panel F.

Check and Change Assignment Information (Panel F)

  1. Check and, if necessary, change the agreement and error information that is defaulted from panel E in the 'Agreement number,' 'Error report date,' 'Last start date,' 'Error symptom,' 'Payer control', 'Assignment type,' 'Function area,' Priority, 'Service expense' and 'Forecasted work hours' fields.

  2. If necessary, specify what part of the individual item will be repaired in the 'Function area' field

    The function area can be used to define what is included and not included in a service agreement. In addition, the field is included in statistics.

  3. Check or adjust the priority that the service assignment and its lines has in the Priority field.

    The valid alternatives are 0-9, where 0 is the highest priority.

  4. If applicable, specify an error cause and service expense.

  5. Press Enter to display panel G.

Check Assignment Times, Responsible, Status and Connection to Project Order (Panel G)

  1. Check and, if necessary, change the following fields that are defaulted from panels A, E and F:

    • Control fields:
      • The following fields are used as the basis for planning a service assignment:
        • Error report date
        • Last start date.
    • Information fields:
      • The following fields are used for information purposes only:
        • Requested start date
        • Requested finish date
        • Confirmed start date
        • Confirmed finish date.
    • Responsible and qualifications
      • Service manager – the service office or superior service technician that has main responsibility for the service assignment.
      • Service technician – the person that will carry out the service and/or repairs on the error-reported individual item.
      • Qualification – the skills that the service assignment requires from the service technician.
    • Planning times
      • The following fields are used to calculate the service assignment's start and completion. These planning times are specified either from the service manager, service order type, service agreement or service zone.
        • Planned preparation time
        • Planned travel time
        • Forecasted work hours
        • Planned completion time.
    • Calculated planning times
      • The following fields specify the planning times that are calculated by the system on the basis of error reporting time, service technicians work schedule, work time and preparation time and completion time, the assignment's priority as well as the agreed response time.
        • Planned start date, assignment
        • Planned finish date, assignment
        • Planned start date, task
        • Planned finish date task.
    • Status and connection to project
      • Assignment status – Indicates the assignment's status and can be changed manually.
      • Line status – Indicates the assignment lines' status and cannot be changed.
      • Project number – Used to connect a service assignment to a specific project.
  2. Press Enter to end data entry of the service assignment.

Related topics