Service Orders Involving a Loaner

Sometimes a customer needs a loaner item while service is being performed on a defective item. Follow these steps to create a SRO type for a loaner item:

  1. Open the Service Order Types form to add the loaner SRO type.
  2. In the SRO Type field, specify Loaner.
  3. In the Description field, specify Service with a loaner.
  4. In the Product Code field, select the appropriate account.
  5. Save the new SRO type.
  6. Open the Service Order Templates form and filter to the new Loaner SRO.
  7. On the Lines/Operations tab, click Lines to open the linked Service Order Lines form.
  8. Add a new line for the item being sent to the customer, and specify this information:
    Quantity
    Specify 1. After the SRO is created, the system updates this value.
    Bill Code
    Select List.
    Line Type
    If not already set, select Loaner.
  9. Save the new line.
  10. Add a new line for the item being returned, and specify this information:
    Quantity
    Specify -1 to show that an item is going to be received by a customer. After the SRO is created, the system updates this value.
    Bill Code
    Select List.
    Exchange Days
    Specify the number of days the customer has to return the item for full credit.
    Line Type
    If not already set, select Loaner.
  11. Follow the steps for a unit exchange to create an incident for the loaner. Be sure to specify the newly created loaner SRO.
  12. Follow the steps in Handling a Support Call that Requires a Service Order to record the material, labor, and miscellaneous expenses.
  13. Optionally, run the Service Order Outstanding Loaners Report to track where loaner material is located.
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