Service Order Processing

Service order processing is used to manage and follow up on serviced equipment covered by an agreement. It provides service organizations with the necessary tools for achieving a high level of service, lowering service and administration costs, and minimizing the times between error report, completed service and invoicing. M3 has several functions that support advance service requirements, such as functions for error reporting, planning, reporting, invoicing and statistics.

This diagram illustrates how Service Order Processing is integrated with other modules.

Service Agreements

When a service order is entered, a check is made to see whether a service agreement has been signed for the current individual item. If so, the contents of the service agreement are checked. When the service order line is later created, the payer will either be internal or external depending on these contents.

When a service agreement is to be invoiced, a kind of service order that is reported automatically is then generated and is therefore ready for invoicing.

Sales Statistics & Budgeting

When a service order is invoiced, sales statistics are created. These statistics contain costs, revenues, individual item information and service order information.

Cross Application Services

Tables and data common to different M3 modules are created and maintained in Cross Application Services. When a service order is entered, a number of control parameters and tables values are used. These are saved in the general system table. The control parameters and table values are created and maintained in Cross Application Services. Examples of control parameters and table values are currency codes, terms of payment, terms of delivery, etc.

Warehouse Activity Control

When an item is entered in a service order line, an issue is made from Warehouse Activity Control. Depending on how pricing is to be done, sales prices and standard costs are also obtained.

Cost Accounting

During reporting, when a service order assignment is flagged as completed, the internal account entries are transferred to Cost Accounting.

Customer Order Processing

When a service order is created, standard charges and documents can be entered. These are created and updated in Customer Order Processing. When a service order is invoiced, the same delivery files are used as when a customer order is invoiced.

Accounts Receivable

When a service order is invoiced, the main records in the invoice such as receivables and VAT are transferred to Accounts Receivable. When a payment is received from a customer, records are transferred to Accounts Receivable from 'Payment Received. Record' (ARS110).

General Ledger

When a service order is invoiced, all the detail records (account entries) are transferred to General Ledger. When a payment is received from a customer, detail records are created in General Ledger from Accounts Receivable.

Project Management

An individual item or a service assignment can be connected to a project number and different project activities. This means that costs and revenues related to a service can be collected in General Ledger and Project Management.


When service is needed on the customers equipment it is very common that the customer want to loan or rent a replacement equipment during the time his equipment is on service. When an assignment is created it is therefore possible to create and link a rental agreement (with a replacement equipment) to the service assignment. When the service assignment is completed the rental agreement can be terminated. Another integration with rental is that a service assignment can be automatically created when the rental equipment is checked in.

Purchase Order Processing

When service order lines are entered, a purchase proposal for material can be automatically generated. The unique service order number and line number are included as references in the proposal.

Internal Relationship

The module includes ten main processes. The relationship between the processes is illustrated in this diagram:

Service Quotation

Service Quotation is used to create, track and approve service quotations. The approved quotations are then converted into service orders.

Service Orders

Service Orders is used to create a service assignment(s) for individual items at the same customer site address. This includes entering the service order with related assignments and entering service order lines.

Generating Service Orders

Generating Service Orders is used to create proposals for service assignments that are later converted into valid service orders.

Service Order Credit Entry

Service Order Credit Entry is used to create service assignments for crediting customers.

Service Order Scheduling

Service Order Scheduling is used to schedule service orders with regard to responsibilities and time and load requirements, as well as to give an overview of the service situation.

Service Order Reporting

Service Order Reporting is used to report and authorize service assignments. These steps update the on-hand balance, create cost entries, and prepare the assignments for invoicing.

Replacement Management

Replacement Management is used to create replacements, track return deliveries, and create a service order invoice containing an exchange price.

Service Order Invoicing

Service Order Invoicing is used to invoice service orders with assignments that have been reported and either completed or partially completed.

Generating Individual Items

Individual Item - Generate is used to create or update an individual item from a specified item when there is a delivery or receipt transaction.

Information per Individual Item

Information per Individual Item is used to enter, update or display important information about an individual item. This process also covers entry and updating of information versions.

Before you start

These modules must be installed: