This process is used to create one or more service assignments with associated charges, documents and text regarding service on individual items at the same site.
The process starts by specifying the individual item to be serviced. The status of the assignment indicates its progress in the process flow.
The process can be started when a service order header has been created.
Entering Service Assignment
Service assignments can be specified manually or copied from another assignment. The copied service assignment can be from either a different service quotation or service order.
When entering service assignments, it important to identify what the service will be performed on, when it will be performed, and the error, error symptom or desired repair.
What the service will be performed on (usually an individual item) can be identified with an individual item number, model or serial number. It is also possible to enter a service assignment for an unknown individual item to be serviced by using a temporary individual item. When such an individual item is later reported, correct information on the individual item is then entered in its place.
A service assignment is created for each selected individual item. More than one service assignment can be connected to the same service order. To simplify entry of service orders with only one service assignment, the individual item number specified during entry of the service order header is proposed for the service assignment.
Another way to create service assignments is to search for the customer site in 'Customer Site. Display' (SOS104). When this site is found, all individual items for it are displayed and can have service requested for them. This automatically creates a service order header for the selected customer site and allows entry of a service assignment for the current service order. If service is to be requested for two individual items, an option is specified in front of them. A service order header is thereby created for the current site. Panels for the error report are displayed for the first individual item and then for the second one. The result is a service order with two assignments.
Predefined error symptoms and error codes can be used to obtained default text and estimated service time. Assignments can involve service other than correcting errors or breakdowns. A service expense, alias number or service kit specified in the assignment or retrieved from predefined error symptoms are proposed for use when entering service order lines.
Default values for service managers and technicians to perform the service are obtained from the individual item, agreement or customer. Rough-cut planning of the assignment can also be done by specifying the scheduling dates and times.
A default payer control code is proposed from the service order type used when entering the service order header. For certain types of payer control, the individual item is checked for a valid service agreement. If there is one, then information about response time, payer control, scope, etc. are retrieved from this agreement. Information about the agreement and applicable guarantees for the individual item is displayed to make it easier to determine who should pay for the service.
The time when the error report was entered is automatically logged for each service assignment. When the service assignment is later entered, the report time can be changed. A scheduled time can be calculated from the response time (if this is specified) and error report time. The response time is retrieved from an applicable service agreement, the item to which the serviced individual item belongs or from the service order type selected.
The applicable response time can also have been defined in detail for each agreement number, contract item, assignment type and priority. If so, this response time will then override the response time specified in a service agreement, for example.
Charges are proposed from the service order header. See Service Order Header Entry.
Proposals for documents to be printed for the service assignment are first retrieved from the service order type. Proposals for additional documents are retrieved from the individual item.
Entering Assignment Text
Service text defined as pre- or post-text is treated as external text. It is printed either first or last on the documents defined as external documents except for invoices. Internal text can be printed on internal documents.
Printing Service Order Document
Service order documents are printed to provide a work order for the technician performing the service. Printing is done either directly from the service order header or service assignment, or using 'Service Order. Print Documents' (SOS610). A service assignment can be printed as long as it is not completed. The service assignment's status is changed after printing.