Tracking Service Orders with the Service Console

Use the Service Console form to track and maintain service orders after they are created. Using this form, you can stay on one screen to enter and track service information for incidents, items, contracts, and SROs. On the form, you can display incidents and service orders by customer, consumer, or unit. This feature is especially useful for companies that sell mainly to re-sellers, but take service calls directly from the end user.

The interface is set up for rapid use while following the necessary business rules to ensure valid information. For multi-site users, a global view of SROs is supported. Set up the SSSFS Global Service History replication category for each site combination to activate a global SRO view.

Specify this information on the Service Console form:

  1. For the Customer Mode, specify this information:
    Customer
    Select the unique number and name used for identifying a customer.
    Ship To
    The customer ship to location is displayed.
    Hold
    If there is a credit hold, the reason for the hold is displayed.
  2. For the Consumer Mode, specify this information:
    Consumer
    Select the unique number and name used for identifying a consumer.
    Consumer Ship To
    The consumer ship to location is displayed.
    Customer
    The customer is displayed.
  3. For the Unit Mode, specify this information:
    Unit
    Select the unit number.
    Item
    The item associated with the unit is displayed.
    Customer
    The customer associated with the unit is displayed.
    Ship To
    The customer ship to location is displayed
    Hold
    If there is a credit hold, the reason for the hold is displayed.
  4. To filter the Incident grid, specify this information:
    Status
    Select which incidents to display in the grid based on status: open, closed, or all.
    Create Incident Button
    Click this button to open the Incident Quick Create utility.
    Ref
    The source of the incident is displayed.
    X-Ref Button
    Click this button to perform a cross reference from the incident to the source.
    Search Button
    Click this button to open the Service Reason/Resolution Search form.

    The Incident Lines grid shows additional information for each line in the incident.

  5. To filter the SRO grid, specify this information:
    Status
    Select which SROs to displayed in the grid based on status: open, closed, estimate, or all.
    Create SRO Button
    Click this button to open the Quick SRO Create utility.
    Generate Callback SRO
    Click this button to open the Quick SRO Create utility.
  6. To filter the Transactions grid, select which type of transaction to display: actual, planned, or estimate.
  7. Click Transaction to open the Service Order Transactions form, filtered for the current SRO.
  8. To filter the SRO Totals grid, use these fields to specify the values that are displayed:
    • SRO
    • Line
    • Oper
    • Price
    • Cost
    • Margin
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