Adding and Updating a Service Order

Service orders collect all of the costs required to perform the service and can contain multiple lines and multiple operations.

Service request orders (SROs) can be created in several ways:

From the Call Center (Incidents form) by cross-referencing an incident or an event.
From the Contracts form for an item that is on planned maintenance
Copied from a template (Service Order Templates form)
Directly from the Service Orders form

In the first three cases, some information defaults into the Service Orders form from the other form.

Follow these steps to maintain information on the Service Orders form:

In the SRO header, specify this information:
SRO

Select the unique alphanumeric value used to identify the SRO. Leave this field blank to let the system auto-generate a value.

Incident

Select the incident number.

Status
Select the status of the service order. The status determines whether the transactions against the service order may be entered or invoiced. The status may be changed at any time. Choices for the status are:
- Template: Used as a generic setup for quickly creating new service orders.
- Estimate: Used for estimating cost and price information for a customer.
- Open: Indicates that no transactions are on hold and that the service order may be invoiced. When first created, the status will automatically set to open.
- Closed: Service order is complete and no invoicing can be performed.
Bill Status

The current state of billing for a service order is displayed.

Callback

Select this field to indicate that this is not the first incident logged in an attempt to resolve the customer issue. Use the Prior Incident field to link the new incident to its predecessor. The CallbackGenerate Callback field is set automatically when an incident is created with the Generate Callback button.

Partial Billing

Select this check box if you want the SRO Invoice Print/Post program to bill a service order or service order transaction with a status of bill hold. If the check box is selected at the header level, the system ignores the entire service order. If the check box is selected at the transaction level, only the transaction is ignored and all other transactions not on hold are invoiced.
A default value for new service orders can be set on the Service Order tab of the Service Parameters form.

Customer

Select a customer.

Ship To

The Customer Ship To location is displayed. Related fields are populated based on your selection in this field.
Optionally, filter the form by the ship to name.

Ship To ID

If you are integrated with Infor Distribution SX.e, this field is displayed instead of the Ship To field and functions the same way.

SRO Type

Select the type of the service order. These types are set up and maintained on the Service Order Types form.

End User Type

Select the end user type for the service order.

Warehouse

Select the default warehouse to use for the service order.

Lead Partner

Select the partner responsible for the service order.

Include Demand
Select this check box to include the material used for the service order in inventory demand calculations. These service order material transaction types are considered in the calculation:
- Inventory Issue
- Exchange Shipment
- Customer Shipment
Note: This applies to actual, planned, and line material transactions at time of posting.
To Be Scheduled

Select this check box to indicate that the current incident or service order is to be included in the scheduling process for partner assignment. If selected, the incident or service order is displayed on the Calendar Scheduling form when you select a task and click All To Be Scheduled. If cleared, the incident or service order can still be manually scheduled but is not automatically displayed on the Calendar Scheduling form.

Salesperson

Select the salesperson associated with the service order or contract.

Price Code

Select the price code for this customer.

Awaiting Parts

Select this check box if the Incident or service order is dependent on material that is yet to be received. Whether this field is enabled or disabled to the user is controlled by the Parts Fulfillment mode assigned at the Service Parameters form level.
If this check box is selected, you can use the Service Order Reset Awaiting Parts Utility form to reset the Awaiting Parts status of the SRO, line, and operation. To use the Service Order Reset Awaiting Parts Utility form, right click on an empty space on the Service Orders form and then click Reset Awaiting Parts. Alternatively, click Actions > Reset Awaiting Parts.
On the Service Order Reset Awaiting Parts Utility form, the SRO field is automatically populated. Optionally, specify a line number and a line operation. To reset the Awaiting Parts status of the specified SRO, line, and operation, click Process, and then click OK.

Terms Code

Select the terms code for this customer. The terms code is used to identify specific billing terms that apply to this customer or this order. This value displays as the default when you enter invoice and debit transactions. The terms code is used when determining the transaction due date and the discount information. The code entered here must be in the terms code file.

Ship Via

Specify the ship via code to use for this service order. The ship via code is used to identify the preferred shipping method of the customer. The default value is based on the customer selected but can be overwritten. The codes are set up and maintained on the Ship Via Codes form.

Cust PO

Select the customer PO that is associated with the service order.

Department

Select the department out of which the partner works.
On the General tab, specify this information:

Product Code

Select the product code for the service order. This code contains all of the General Ledger Accounts that are used for posting Material, Labor, and Miscellaneous expenses to a service order. The product code also contains the accounts that are used by the service order Invoicing program for posting Cost of Goods Sold and Revenue amounts. A default value for new service orders can be set on the Service Order tab of the Service Parameters form.

Region

When a new service order record is created, the default region is based on the region assigned to the selected service customer. If a line is added to the service order for a unit with a region specified, then the region on the service order is changed to match that of the unit.

Remote ID

If the order was created remotely, the ID is displayed.

Open Date

The date and time that the service order or service order operation was opened is displayed. The current system time upon starting a new SRO or line is used as the default time.

Start Date

The date of entry into the system or when work commenced on the associated task is displayed.

Close Date

Select the date and time that the service order or service order line was closed. The field will default in the current system time upon closure of the service order or line.

End Date

The date and time that work was completed is displayed.

Priority Code

Select the priority code for the service order.

Working Status

Specify a user-defined name to signify the service status code.

Prior SRO

Select a past SRO to associate with the current SRO. Click View to show the prior SRO.

Copied From

The template or prior SRO from which the service order was created is displayed.

Sales Order

If the SRO is linked to a sales order, the value of the sales order is displayed. This function could be used for scenarios where a sold item requires installation that needs to be scheduled and invoiced separately.

Most Recent Pack Slip

The number of the most recent packing slip that the service order was added to is displayed.

External Sales Order

This read-only field is only visible for customers who are integrated with Distribution SX.e. When a service order is created from Distribution SX.e, using APICreateSROFromExternalOrder, then the Distribution SX.e sales order number is displayed in this field.

Assembly Ready for Service

This check box is used for assembly service orders that are generated from a Distribution SX.e sales order. When selected, it indicates that the assembly service order is ready for service. An API is used to tell the system that service order generation is complete and service can begin.
This read-only field is only visible for customers who are integrated with Distribution SX.e and when External Sales Order is populated.
Note: If you need to update this field manually, you must use form-level customization to update the field.

View

Click this button to open the linked Service Orders form for the selected grid record.
On the Customer tab, specify this information:

Customer

The customer is displayed.

PO Required

This check box is selected if a purchase order number is required before any work can be done.

Ship To

The Customer Ship To location is displayed.

Consumer

Select a consumer. A consumer is the end user or recipient of a unit. Even though a unit may have been sold to one customer, it may have been distributed to another customer. That "other" customer is the consumer.

Consumer Ship To

The Consumer Ship To location.
Specify the name of the contact person and related contact information.
Optionally, to change the Customer and Ship To information of an order, click the Reassign Customer/Ship To button. On the Reassign Customer/Ship To window, select a new Customer or Ship To value, and optionally, specify a new Cust PO.

Note: You can change the Customer and Ship To information only if the order is not closed and not invoiced.
On the Billing tab, specify this information:
Billing Type
The billing type determines the total price for a service request order. Specify the billing type at the line or operation level of the SRO. A default value for billing type can be set on the Service Parameters form. Select one of these options:
- Calculated/Time and Material: Add all Material, Labor, and Miscellaneous items issued to calculate the price.
- Project/Fixed: Price is based on a manually entered, fixed amount.
Bill Customer Override

Optionally, select a different customer to bill for the operation than the one specified at the SRO header level.

Freight

Specify the amount of freight charges to be invoiced.

Misc Charges

Specify any miscellaneous charges associated with the service order. This field is disabled if the Auto Calculate Misc Charges check box is selected.

Discount Percent

Specify the discount percentage to be given if payment is made by the discount date.

Currency

The type of currency to be used for the service order is displayed. The default value is based on the service order customer. The values are set up and maintained using the Currency Codes form.

Fixed Rate

Select this check box to set a fixed exchange rate for calculating the invoice amount that does not change over time. If cleared, the exchange rate is acquired from the Currency Code form and Currency Rates form.

Exchange Rate

Specify the multiple used to calculate the conversion from one currency to another.

Not to Exceed

Specify the maximum amount that the service request order is not to surpass. As new transactions are added for time and material type SROs, the system checks this field along with the amount of the transactions to determine if the Not To Exceed amount has been surpassed. If the amount has been exceeded, a message is displayed. The system then checks the Not To Exceed settings on the Service Parameters form to determine how to handle the overage.
Note: The default value of this field on new records is 0.00. If the value is zero, the system does not perform any NTE calculations.

Net Price

The rolled up price for the service order transactions and project billed operations, including taxes for the entire service order, is displayed.

Sales Amount

The accumulated value for all invoices that are generated for the current order is displayed.

Outstanding Balance

Any outstanding balance for the current order is displayed.

Material Cost

The running total of material costs issued to the service order, service order line, service order operation, or service order transaction is displayed.

Labor Cost

The running total of labor costs issued to the service order, service order line, or service order transaction is displayed.

Miscellaneous Cost

The running total of miscellaneous costs issued to the service order, service order line, service order operation, or service order transaction is displayed.

Total Cost

The accumulated total cost amount for the service order line or service order operation is displayed.

Auto Close SRO After Invoicing

Select this check box to set the service order status to Closed when invoicing is complete (regardless of the Close Date value).
Note: If this field is not checked, manually populating the Close Date field of the service order will cause it to close after invoicing.

The Service Order field value will default from the template if created via SRO template and if not, from the Service Parameters form.

Auto Calculate Misc Charges
This check box determines whether misc charges are auto calculated during order invoicing. When this check box is selected, the Misc Charges field is disabled. When this check box is selected, these fields are enabled: %, Include Material, Include Labor, Include Miscellaneous, Minimum Amount, and Maximum Amount. Add the percentage to use to calculate misc charges, select whether to include material, labor, and/or miscellaneous, and set a minimum and maximum amount.
Note:
When you use auto calculate misc charges, the calculation of misc charges during invoicing is performed like this:

There is a sum total of extended price of these transactions:

Actual posted and not invoiced material transactions when Include Material field is selected.

Actual posted and not invoiced labor transactions when Include Labor field is selected.

Actual posted and not invoiced miscellaneous transactions when Include Miscellaneous field is selected.

The total amount calculated in step a is multiplied by the auto calculate misc charges percentage. If the minimum amount is greater than 0 and the calculated misc charges is less than the minimum amount, the misc charges is set to the value specified in the Minimum Amount field. If the maximum amount is greater than 0 and the calculated misc charges is greater than the maximum amount, the misc charges is set to the value specified in the Maximum Amount field.
Total Billed

The running total of invoiced charges for the service order, service order line, or service order operation including freight, miscellaneous, and tax amounts is displayed.

SRO Billing Console Button

Click this button to open the Service Order Billing Console form, filtered for the current SRO.

AIA Billing Console Button

Click this button to open the link AIA Billing Console form, filtered for the current SRO.

Set Oper Stat to Invoice Button

Click this button to set the selected service operation status to Invoice.

Order Invoice Listing Button

Click this button to open the linked Order Invoice Listing form, filtered for the current SRO.

Orders to be Invoiced Report Button

Click this button to open the SRO To Be Invoiced form, filtered for the current service order.

Order Invoicing Button

Click this button to open the Service Order Invoicing form, filtered for the current service order.

Submit Warranty Claim

Click this button to open the Warranty Claims Submittal form, where you can submit the warranty claim associated with the current service order, to receive payment from the applicable vendors. This process involves selecting a vendor and generating an invoice to a customer associated with that vendor.

Close SRO Button

Click this button to open the Service Order Close Utility, filtered for the current SRO.

Cost/Price Summary Button

Click this button to open the SRO Cost/Price Summary modal form, filtered to show the information from the currently selected SRO record.

Price/Billing Details Button

Click this button to open the SRO Price/Billing Details form, which provides details about total prices, amount billed, and outstanding balances.
On the Deposits tab, specify and view information about the deposit totals:

Total Deposit Required

Specify the total amount of down payment required from the customer.

Deposit Received

The accumulated deposit amount received from the customer is displayed.

Deposit Due

The amount outstanding for the total deposit on the service order is displayed.

Deposit Applied

The deposit amount that has been applied to the service order is displayed.

Deposit Remaining

The outstanding deposit amount for the service order is displayed.

Deposit Expiration

Select the date that the customer deposit needs to be received by.

Deposit Required

Select this check box to prevent any material, labor, or miscellaneous transactions from being posted to the service order until the deposit due is equal to zero.

Apply Open Deposits

Select this check box to apply deposits from the customer that are not directly tied to a particular service order to the current service order.

Deposits Button

Click this button to open the Order Deposits form.
On the Other tab, specify this information:

A default value for most of these fields for new SROs can be set on the Service Order tab of the Service Parameters form.

Material Acct Location

Specify whether the accounts used for material will be assigned at the operation or transaction level.

Labor Acct Location

Specify whether the accounts used for labor will be assigned at the operation or transaction level.

Misc Account Location

Specify whether the accounts used for miscellaneous issues will be assigned at the operation or transaction level.

Billing Code

See Billing Code.

Planned Transaction Required

Select this check box if a planned transaction must exist before the line or operation can be invoiced.

Accumulate WIP

Select this check box to store costs issued to the SRO in WIP accounts.

Use Planned Pricing

Select this check box to use planned pricing instead of pricing based on partner, codes, and customer.

Use Invoice Milestones

Select this check box if you want to use invoice milestones to control when invoices are generated and for how much. The value set here is used by default on associated service order lines and operations.

Use Revenue Milestones

Select this check box if you want to use revenue milestones. When selected, invoices are automatically routed to deferred revenue in preparation to be recognized later using a user-defined milestone schedule. The value set here is used by default on associated service order lines and operations.

Maintenance Date

Specify the date and time that maintenance is scheduled to occur. Updating of this field will update the related machine maintenance record.

Maintenance Duration

Specify the length of down time for the maintenance.

Credit Hold

Select this check box to put the SRO customer on credit hold. If selected, no invoicing is allowed for that SRO.

Reason

Select the reason for the credit hold. This value is required to execute the credit hold. The selections available are set up and maintained through the Credit Hold Reason Codes form.

Credit Hold Date

Select the date that the SRO was placed on credit hold. The current system date is used by default upon checking the Credit Hold field.

User Name

Select the name of the user that placed the SRO on credit hold. If you select Credit Hold, the current user is the default value.

Approval Date

If the SRO started as an Estimate SRO, the date the estimate was approved is displayed.

Approved By

If the SRO started as an Estimate SRO, the user who converted it to an actual SRO is displayed.

Estimate Locked

If selected, the original Estimate Transactions cannot be altered. This check box is selected by default when the SRO status is changed from Estimate to Open, but can be manually overridden.
On the Tax tab, specify this information:

Tax Code

Select the tax code, which represents how the sales tax is calculated. Selections are set up and maintained through the Tax Codes form.

PST License #

Optionally, specify a tax exemption number. For customers with Canadian addresses where PST exemption numbers are considered, the tax exemption number is used by Distribution SX.e to accurately calculate the customer's tax liability for an order, prior to invoicing.

Freight Tax Code

Select the code representing how much sales tax will be assessed on freight charges.

Misc Code

Select the code representing how much sales tax will be assessed on miscellaneous charges.
On the Schedule tab, you can view information about partner schedules related to this SRO. Use the calendar to view the appointments in a day, week, or month setting. Double-click on an appointment in the calendar to open the Scheduled Appointments form. Use the buttons as described here:

Schedule Button

Click this button to open the Calendar Scheduling form for the current service order.

Dispatch Button

Click this button to open the Dispatch Scheduling form for the current service order.
On the Lines/Operations tab, you can view line and operation information for this service order, which is defined using these buttons:

Transactions Button

Click this button to open the Service Order Transactions form.

Lines Button

Click this button to open the Service Order Lines form.

Operations Button

Click this button to open the Service Order Operations form.
Optionally, use the Enter Material, Enter Labor, and Enter Miscellaneous buttons to open the associated work entry form, where you can quickly enter transactions. These buttons are disabled when in template mode, when the operation is closed, and when the operation bill type is invoice estimate.
On the Notes tab, you can view and update notes about the service order:

Subject

Specify a brief summary of the note record. The subject grid shows all the existing note records for the service order. Clicking the left side of the grid area below any existing note adds the next sequence number and allows for entry of an additional note record defaulting with the information described above.

Notes

Specify any notes pertaining to the currently selected record.

Internal

Select this check box to specify that the notes are internal.
On the User Defined tab, you can place UETs and other custom fields.
On the Inspections tab, you can view information about the final inspection and results.
On the AIA tab, you can update AIA project and invoice information. This tab is only enabled for SROs with the billing type AIA. Specify this information for the AIA SRO:
- Project Owner
- Architect
- Percent of Stored Materials
- Percent of Completed Work

After you create the service order, you can update it using these buttons:

Click Quick Create to create a new service order based on information in the current service order.
Click Copy Lines to open the Quick SRO Create form.
Click SRO Lines to add and update service order lines.
Click SRO Operations to add and update operations.
Click Transactions to add and update labor, material, and miscellaneous transactions against this order.
Click Schedule to schedule appointments against the order.
Click Create Purchase Order to create a PO for materials needed for this SRO.
Click SRO Work Order Report to print transaction information for the service order.
Click Signature to display any captured electronic signatures related to the service order.
Click Generate Callback SRO to open the Quick SRO Create form.
Click Quick Order Payment to open the Quick Order Payment form.
Click Quotes to open the Quotes form.
Click Package Tracking to view information about the carrier and tracking numbers for any shipments for this SRO.
Click Print Estimate to generate a Service Order Estimate report for this SRO.
For estimate SROs, click Approve Estimate SRO to indicate that the estimate is approved. The system converts the existing SRO from a status of Estimate to Open, preserving the Estimate Transactions for future comparison.
Click Pay with Credit Card to open the Credit Card Payment form, populated with the customer information of the service order.
Click Interactions to open the Interactions form.
Click Multi-Line Sourcing to open the Service Order Transaction Multi-Line Sourcing form. You can use this form to cross-reference multiple planned material transactions on a service order to a single same vendor.
To invoice the customer, follow the steps in Invoicing Customers for Service Work.

Alternatively, you can create service orders using these buttons:

Click Generate Callback SRO to generate an SRO based on the customer's originating SRO, recycling as much information from the original SRO as possible to reduce data entry. The new SRO is flagged as a callback SRO to indicate that the previous service was provided with an unsatisfactory resolution.
Click Copy Lines to copy the lines from the current service order to a new service order.