Service Order Reporting

This process is used to report and, if needed, approve a service assignment. By doing this, the on-hand balance is updated, cost entries are created and the service assignment is prepared for invoicing.

Before you start

The process can be started for any service assignment with an assignment status lower than 60.

Follow these steps

The process normally starts when tasks for a service assignment are completed. The process includes all stages from defining a service assignment to preparing for invoicing. The service assignment status indicates its progress in the process flow.

  1. Reporting Service Order

    Service orders are reported in 'Service Order. Report' (SOS650). This program displays all service orders with incomplete service assignments. Processing starts by selecting the service order(s) to be reported.

    This activity can also be used to enter correct customer sites for the individual items in the service order after service is completed. This applies to situations where the site was previously unknown. By changing a site at the service order level, that site changes for all related service assignments.

  2. Reporting Service Assignment

    Service assignments are reported in 'Service Assignment. Report' (SOS660). This is called directly from the menu or from SOS650, either using an option or through the panel sequence. The service assignment to be reported is selected from the service order being processed. This activity includes entering or changing start and finish times, error symptoms and codes, and the service performed.

    This activity can also be used to enter the correct individual item after service is completed when this was previously unknown or not entered. The current meter value, location or serial number can also be entered. These will replace the values in the individual item.

    For individual items with one or more meters, the meter values can be specified in SOS650.

    Whether approval is required is set in the service order type. If it is not required such a requirement can be entered during this activity.

    Other changes to the service assignment in this activity are made as described in Service Assignment Entry. Additional service assignments can also be entered here using the appropriate function key to call 'Service Order. Open Assignment' (SOS110).

    Information about the service assignment reported in this activity provides a basis for the individual item history and for an error analysis of completed service assignments, for later review.

  3. Reporting Service Order Lines

    This activity is used either to enter new service order lines after completed service, or to change or partially report previously entered lines.

    New service order lines can be entered in two ways. In the first way, they are entered in 'Service Assignment. Report' (SOS660) using the appropriate option or panel sequence. 'Service Order. Open Line' (SOS120) is then called. This type of entry is suitable for service completed for assignments not having specified or predefined service order lines. For more information, see Service Order Line Entry.

    In the second way, entry is performed as part of service order entry, as described in Service Orders. The difference between these two methods is that entry when using SOS660 allocates inventoried items immediately. Allocation takes place at a later time using the second entry method.

    Changing or partially reporting service order lines in this activity is suitable for reporting service assignments with prespecified service order lines. In this way, service partially completed as scheduled can be reported and finalized for invoicing. This is done in 'Service Order. Report Lines' (SOS670) which is called from SOS660, either directly using an option or through the panel sequence.

  4. Completing Service Assignment

    This activity is used to prepare reported and allocated service order lines for invoicing. When a service assignment is completed, the on-hand balance for inventoried items is reduced. The completion time for service tasks and the service assignment can also be entered here.

    If an assignment was for the installation of an individual item, the installation date will be updated with the date when the assignment was completed. This applies assuming that the installation date was not specified for the individual item. The date for the next preventive service activity can also be regulated by using certain function keys if a preventive service was carried out in advance.

    When flagged as completed, additional reporting on the assignment is not possible. If not complete, the assignment is considered only partially reported, allowing further reporting at a later time.

    The following service order lines will be completed for invoicing:

    • Those with quantity allocated but not reported. Allocated quantity is finalized for invoicing.
    • Those with reported quantity. Reported quantity is finalized for invoicing.

    Service assignments are completed in one of two ways: from SOS660 using an option or from program SOS670 using a function key. In the second case, only service order lines with reported quantities can be completed for invoicing.

    In the first case there are two possibilities. If the service assignment is flagged as completed, then reported quantities or allocated quantities will be finalized for invoicing. If it is not flagged as completed, then only reported quantities are finalized for invoicing. A service assignment can only be partially invoiced when the reported quantities have been reported in SOS670.

    When the service assignment is completed, the service order lines to be invoiced are sorted by payer. A delivery index is created for each service assignment and payer. One or more delivery indexes will then be included in one invoice. For more information, see Service Order Invoicing.

  5. Approving Service Assignment

    Service assignments requiring approval must receive approval before invoicing can take place. Normally an assignment requiring approval is completed after reporting and the assignment status is raised to 49.

    Only assignments with status 49 can be approved. After approval, the physical inventory balance can be adjusted and costs can be entered. When approved and flagged as completed, the assignment cannot be reported further. If not flagged as completed, the assignment is considered only partially reported, allowing further reporting at a later time.


Example 1

This example refers to processing a service assignment from the error report to performing the assignment and the final reporting.

Assume an error report is received and entered. The customer and error symptom are known. The individual item has been entered as temporary since it was not known when the error report was made. No service order lines are prespecified.

During reporting, the individual item becomes known and the assignment can be changed accordingly. Tasks performed and spare parts used are entered as new lines. The assignment is then finalized and flagged as completed, making it ready for invoicing.

Example 2

This example refers to processing a service assignment for preset service and reporting it.

Assume a service assignment with pre-specified service order lines has been entered. These lines cover several hours' work, plus spare parts. The assignment is not completed but partial invoicing is desired, necessitating partial reporting.

When reporting the partially completed assignment, the option for reporting service order lines for quantity used (time worked and spare parts used) is specified. When the service assignment is completed using a function key, it is not flagged as completed. This means only the reported lines and quantity will be invoiced. The remaining lines in the assignment are still reserved or allocated, and can be reported at a later time.

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