Field Service

Service orders are orders that are used to plan, carry out, and control all repair and maintenance on configurations at customer locations or in company.

The production department or marketing department can begin a field change order (FCO). Production errors or component updates can trigger a field change order. The associated configurations or assets are selected. You can inform customers about problems that may occur and an expected time for repairs to equipment. When an FCO is used, costs are charged to the marketing or production department, and customers get the replacements and service activities.

After you create a service order with the appropriate labor and materials, you can plan the service order’s execution. This planning consists of assigning the material, providing for the necessary inventory transactions to ensure that the material is available, allocating engineers, and checking the business partner’s credit. Planning consists of two phases: global ERP and detailed ERP. You use Global ERP to make mid-term to long-term plans, such as several weeks or months. You use Detailed ERP to perform detailed planning for a few days or weeks ahead.

Online margin control data is used to determine the financial visibility of an order that is proposed by comparing the total cost and the total sales amount. You can view the estimated or actual cost lines for a service order or service order activity. You can view the details related to the estimated or actual costs for all the service orders other than internal service orders.

Return material can be controlled by the service order. If the service engineer must replace a component at the customer location, the engineer knows the replaced component must be returned. When the parts must be returned, a warehouse order that has the Receipt type is created. You can send these parts back to designated warehouses to be used for work orders to complete repair of parts. Alternatively, the service engineer may have taken excess parts from warehouses to perform replacement activities. In these cases, the excess parts can also be returned to the warehouses.

All actual costs such as material labor, tools used, and travel costs can be registered. Declarations, hotel expenses, and so on can also be related to a service order. Expenses such as hotel invoices can be charged to the service order. Subcontracting costs as well as hours spent on general issues such as car replenishment, car maintenance, and collection of parts can also be charged to a service order.

You can link a service order activity to a project. If a project is linked to a service order activity line, LN defaults the value in the Project field in the Service Order Activities (tssoc2110m000) session from Service Orders (tssoc2100m000) session.

You can synchronize the service order header data with the activity lines and the material cost lines when the header data is modified.

Total travel lines are automatically generated along with travel distance and travel time line. You can generate single call-out charge travel cost lines and single or multiple travel distance and time lines.

A service order can be created manually or can be generated from several origins and the serialized item is processed, accordingly.

In Service, activities are performed for the items that belong to the customer, service company or a third party (lease). When new items are used, or items are dis-assembled for repair or scrapped, the owner must be defined for these items.

For a service order, when an activity is subcontracted with material flow, the possible scenarios are:

The Service assignment and CRM appointment are integrated so that service assignments are visible as appointments in CRM. Consequently, the (planned) visits made to the customer and the new task assigned to the service engineer is visible to the CRM representative. The schedule of the service employee can also be synchronized with the Outlook, through the CRM appointments.

When you execute the service activities for calls, service order, maintenance sales order and customer claims, the invoice is received by the owner (the sold-to business partner) of the serialized item. However, It must be possible to invoice one of these parties involved in the service activities such as the owner, the user, and the dealer instead of invoicing the owner of the serialized item.

You can view the actual material lines that are issued or ready to be issued from a warehouse, by the service employee. You can view the material lines for which the actual warehouse is linked to a service car and the Delivery Type field set to:

You can maintain the estimated cost and sales amounts for the service order cost lines if the Use Coverage Calculation for Estimates check box is selected in the Service Order Parameters (tssoc0100m000) session.

In Service, you can implement project pegging in the Field Service module. You can peg the service cost to a project, element, and/or an activity.

To implement project pegging in Field Service, you must select the Use Project Pegging in Field Service check box in the Service Order Parameters (tssoc0100m000) session. If project pegging is implemented, the project pegs are enabled for: