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Infor Service Management Service User Guide
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Setting Service Parameters
Using the System Trace Utility
Billing Code Stored Procedures
Setting Up Work Codes
Call Center (Incidents)
About Incidents (Call Center)
Setting up the System for Incidents
Setting Up Service Status Codes
Setting Up Priority Codes that Establish Response Times for Incidents
Setting Up Escalation Tasks
Setting Service Parameters
Setting Up Service Reasons and Activities
Setting Up Event Codes
Setting Up Service Resolutions
Setting Up Partners
Using the Knowledge Base
Adding and Updating Knowledge Base Entries
Creating KB Entries from the Knowledge Base Form
Viewing Knowledge Base Entries
Setting Up Knowledge Base Categories
Searching for Knowledge Base Entries
Warranty Claims
About Warranty Claims
Working with Warranty Claims as a Service Company
Working with Warranty Claims as a Distributor
Adding a New Warranty Claim
Viewing Open Warranty Claims
Authorizing Open Warranty Claims
Rejecting Open Warranty Claims
Maintaining Warranty Claims
Reimbursing Warranty Claims
Submitting a Warranty Claim
Processing a Warranty Claim Submitted for Reimbursement
Reconciling Warranty Claims
Printing Warranty Claims
Using the Call Center to Add and Track Incidents
About Incident Escalation
Setting Up Incident Escalation
Adding an Initial Request for Service (Incident)
Quick Incident Create: Gathering Information and Generating an Incident
Adding Incident Lines
Quick Data Creation
Tracking and Updating Incidents with the Incident Queue Console
Using the Service Reason/Resolution Search Utility
Adding Events to an Incident
Using an Incident to Create a Service Order
Using an Incident to Create an Order
Using an Incident Event to Create an Order
Completing an Incident and Reviewing Status History
About Service Callbacks
Incident Creation from an Incoming Email
Incident Creation from Exchange Logic
Contracts
Using Contracts to Track Maintenance Agreements for Customers
Using Contracts to Generate Service Orders
Setting Up the System for Contracts
Setting Up Contract Service Types
Using End User Types
Setting Contract Parameters
Setting Up Contract Rates
About Contract Rates
Contract Rate Algorithm Examples for 28 Day Billing
Contract Rate Algorithm Examples for Weekly Billing
Contract Rate Algorithm Examples for Monthly Billing
Setting Up a Contract for Items on a Sales Order
Adding and Maintaining Contracts
Adding a Contract
Adding Contract Lines
Using the Contract Status Check Utility
Creating a Fixed Contract
Creating a Calculated Maintenance Contract
Setting Up Contract Line Entitlements
Setting Up Service Contract Maintenance Schedules
Determining if a Contract is Profitable
Creating a Contract from a Copy
Changing Contract Line Statuses
Closing a Contract
Invoicing a Service Contract
Invoicing a Contract
Running the Contracts to be Invoiced Report
Rentals
About Rentals
Rental Availability
Creating and Invoicing a Long Term Rental Agreement
Setting Up Rental Locations
Using the Rental Counter
Creating a Contract Using Drag and Drop Functionality
Checking Rentals In and Out
Calculating Better Rental Rates
Generating a Rental Pick List Report
Checking Credit Hold for an SX.e Customer
Changing Rental Rates
Working with Consumables
Amortizations
Using Amortizations
Setting Up Amortizations
Maintaining Amortizations
Scheduling Amortizations
Running the Amortization Posting Utility
Advanced Contract Pricing
Contract Coverage Times
Contract Estimate Paperwork
Creating a Contract Estimate Report
Contract Billing in Arrears
Contract Billing Frequency
Contract Credit Override
Inspections
About Inspections
Setting Up Inspections
Using the Service Order Line Inspections form
Completing Inspections on an SRO
Reviewing Inspections of a Unit
Adding an Inspection to a Service Order
Copying Inspections
Generating the Service Order Inspection Report
Partners
About Partners
Setting Service Parameters
Setting Up Partners
Performing a Mass Creation of Partners
Using the Partner Console
Recording a Partner End Time
Scheduling Multiple Partners on a Single Appointment
Handling Partner Expenses
Approving Partner Expenses
Running the Miscellaneous Expense Report
Reimbursing Partner Expenses
Reconciling Partner Expenses
Running the Expense Reconciliation Report
Running the Partner Reimbursement Report
Entering Expenses Against a Service Order
Reviewing Partner Location History
Running the Unified Transaction Report
Running the Partner Schedule Report
Lead Partner Algorithm
Using the Partner Selection Form
Using the Service Work Entry Form
Performing a Mobile Sign Off for an Invoice, Work Order, or Inspection Report
Scheduling
About Scheduling
About Appointments
Setting Up the System for Scheduling
Setting Scheduling Parameters
Maintaining Display Settings
Configuring Appointment Labels for the Calendar Scheduling Form
Configuring Service Hover Labels for the Schedules Form
Using Color Coding in Schedules
Setting Service Schedule Permissions
Running the Partner Schedule Report
Using the Scheduling Board
Additional Ways to Use the Scheduling Board
Setting Local Appointments Filters
Creating an Appointment Type
Maintaining Appointment Status Codes
Scheduling Method--Multi-Day vs. Single Day
Scheduling Single Day Appointments
Scheduling Multiple Partners on a Single Appointment
Scheduling Multi-Day Appointments
Determining at What Level to Schedule
Automatic Resource Scheduling
Setting Up Automatic Resource Scheduling
Setting the Header Date Formats
Scheduling and Rescheduling Linked Appointments
Rescheduling Appointments
About Customer Blackout Times
Dispatching a Partner
Scheduling vs. Dispatching Overview
Global Scheduling for Shared Partners
Selecting Tasks to Display on the Scheduling Board
Reviewing Appointment Status History
Scheduling by Proximity
Profile Specific Appointment Defaults
Running the Partner Schedule Report
Creating a Recurring Appointment
Removing a Recurring Appointment
Service Orders (SRO)
Using Service Orders to Track Service Requests, Transactions, and Billing
Setting Up the System for Service Request Orders
Setting Up the System for Service Request Orders (SROs)
Setting Up Service Order Templates
Setting Up Payment Types
Setting Up Miscellaneous Codes
Setting Up Service Operation Codes
Setting Up Service Order Types
Adding and maintaining translations of code descriptions
Adding and Maintaining SROs
Adding and Updating a Service Order
Quick SRO Create: Copying SRO Information from an Existing SRO
Automatically Generating a Service Order
Performing a Multi-Site Service Order Copy
Adding SRO Lines
Adding Service Order Operations
Adding Service Order Transactions
Setting Additional Filters for SRO Transactions
Setting Up Service Order Labor Rates
Processing Promotional Discounts for Service Orders
Processing Service Order Deposits
Accepting and Applying SRO Deposits in Accounts Receivable
Maintaining Service Customer Contacts
Requesting Parts Not in Inventory
Creating Service Bulletins
Creating a Service Order Change Order
Working with Service Order Transactions when Integrated with Distribution SX.e
Working with Item Supersede References
Invoicing Service Orders
About Order Invoicing and Credit Memos
Invoicing Customers for Service Work
Reporting on Service Orders to be Invoiced
Running Order Invoicing
Close SRO Upon Invoice
Billing Service Orders
Service Order Accounting
About Service Order Accounting
Adjusting a Service Order to Issue a Credit Memo
General Ledger Transactions Overview
Service Order Accumulate WIP Overview
Service Order Non-Inventory Material Purchases
Posting Service Order Transactions
Setting Up Labor Accounts for a Service Order
Printing the Batch Invoice
Service Order Reports
Generating a Service Order Planning Report
Running the Service Order Exchanges To Be Shipped Report
Running the Service Order Loaners To Be Shipped Report
Running the Service Order Margin Report
Running the Service Order On Hold Report
Running the Service Order Operation Code Cost Report
Running the Service Order Outstanding Exchanges Report
Running the Service Order Outstanding Loaners Report
Running the Service Order Picklist Report
Analyzing Planned vs. Actual Costs and Revenue
Running the Service Order Status Report
Running the Service Order WIP Valuation Report
Running the Service Order Work Order Report
Data Collection
Entering SRO Material Transactions
Entering SRO Labor Transactions
Using the Service Work Entry Form
Entering Miscellaneous SRO Transactions
Invoice and Revenue Milestones
About Service Order Invoice and Revenue Milestones
Setting Up a Service Order Invoice Milestone
Setting Up a Service Order Revenue Milestone
Posting a Revenue Milestone
Vendor Returns
Vendor Returns
Vendor RMA for Credit (Initiated by a Customer Return)
Vendor RMA for Exchange (Initiated by a Customer Exchange Return)
Creating a Vendor Shipment from a SRO Return Transaction
Vendor RMA Setup
Working with SROs
Tracking Service Orders with the Service Console
Using the Service Reason/Resolution Search Utility
About the Cost/Price Analysis Form
Using a Service Order as a Project
Using the Service Order Project Scheduling Form
Creating a Service Order Pre-Packing Slip
Printing the Order Shipment List
Creating a Service Order Pre-Packing Slip
Estimate Transaction Preservation
Approving an Estimate
About SRO Pricing
Service Cross References
About the Advanced Truck Inventory Management
About Parts Not in Inventory
Requesting Parts Not in Inventory
Reviewing Warehouse Replenishment Planning
Generating Warehouse Replenishment Planning Information
Generating the Service Order Planned Material Requirement Report
Designating Serial Numbers on a Material Transaction
Viewing the Details for SRO Pricing/Billing
Service Commissions Overview
Commissions Reimbursement
Handling a Support Call that Requires a Service Order
Processing a Warranty Claim
Shipping Parts Associated with an Order
Processing a Spare Parts Order for an Existing Unit
Processing a Spare Parts Order for Inventory
Handling RMAs Through Service Orders
Handling Advance Exchanges and Loaners
Completing An Advance Exchange for a Unit
Completing An Advance Exchange for the Components of a Unit
Service Orders Involving a Loaner
About Service Bay Repair vs. Depot Repair
Closing a Service Order
Adding Service Level Agreements
Approving an Estimate SRO
Approving an Estimate Change Order
Setting Up Labor Costs for a SRO
Back Order Awareness
Multiple Service Lines Creation
Parts Fulfillment Overview
Using Parts Fulfillment
Inventory Impact Designation
SPA Pricing Flow
Service Order Transaction Types Overview
Reviewing SRO Working Status History
Using Multiple Customer Item Numbers with Service Orders
Service Recall or Rework Tracking
Lead Partner Algorithm
Using Service Item/Warehouse Replenishment
AIA
AIA Billing Management
Using the AIA Billing Console
Running the AIA Estimate Report
Units
About Items, Units and Servicing
Setting Up the System for Units
Adding or Updating Information About a Unit Manually
Working with Unit Maintenance Records
Creating and Maintaining Consumers
Maintaining Warranty Codes for Items
Running the Warranty Expiration Report
Configuring Units
Using the Unit Configurations Form
Running the Item Where Used On Configuration Report
Automating Updates to Unit Configurations
Reviewing Unit Configuration History
Resolving Conflicts in Customers Associated with Units
Finding the Loaner History of a Unit
Copying Information from an Existing Unit
Using Service Item/Warehouse Replenishment
Setting Up Unit and Item Maintenance Schedules
Registering a Unit
Transferring a Unit
Approving and Rejecting Registrations from the Portals
Approving Registrations from the Portals
Rejecting Registrations from the Portals
Searching for a Customer or Consumer for Portal Unit Registration
About Unit and Component Dates
Quick Unit Creation
Status History Tracking
Duplicate Serial Numbers
Serial Cost Method
Automatic Unit/Warranty Creation
Meter History Tracking
Using the Mass Unit Create Utility
Reviewing Warehouse Replenishment Planning
Map Functionality
Setting Up the Map Functionality
Using the Map Functionality
Searching for a Location on the Map
Using the Map GPS Tracking
Getting Directions on the Map
Outlook Integration
About the Microsoft Outlook Add-in
Configuring the Back Office for the Microsoft Outlook Add-in
Configuring the Outlook Client
Increment Date Example
Setting an Increment Date
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