Handling a Support Call that Requires a Service Order

After you are assigned as the owner of an incident, follow these steps to handle a support call that requires a service order:

  1. Open the Incidents form to obtain information about the issues.
  2. Cross-reference the incident to a service request order to track the material, labor, and miscellaneous expenses and to bill the customer:
    1. On the Status tab, change the Reference to SRO.
    2. Click Save
    3. Click X-Ref to open the Quick SRO Create form.
    4. Create a new service order.
  3. Click X-Ref to open the Service Orders form and filter for the new SRO.
  4. On the Lines/Operations tab, click Transactions to open the Service Order Transactions form. Specify material, labor, and miscellaneous transactions for the SRO.
  5. On the Service Orders form, set the Status to Open, if it is not already set.
  6. Run the Order to be Invoiced Report for the new SRO.
  7. Run the Order Invoicing form.
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