Field Service

Use Service Order Control to create the order quotations, plan the order, and monitor the implementation of the order, process the order, book costs, and trigger invoicing. You can also use service orders to perform onsite repair, replace, or upgrade the serialized items or the installation groups. You can define orders such as internal and external orders, orders related to the work performed, scheduled and not-scheduled orders, inspections, preventive, and corrective work.

You can use the Service Scheduler Workbench to manage and perform planning activities.

  • Service orders

    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.

  • Field change orders (FCO)

    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.

  • Plan and Release Service Orders

    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.

  • Service Order Online Marginal Control

    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.

  • Field service returns

    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.

  • Costing

    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.

  • Impact of the Project Link on a Service Order/Activity

    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 Activity session from Service Order session.

  • Service Order - Lines - Synchronization (tssoc0280m000)

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

  • Travel Cost Lines Default Setup

    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.

  • Handling Serialized Item during Service Order creation/generation

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

  • Handling Serialized Item (Repair Warranty, Sold-to BP, Physical Breakdown)

  • Handling Serialized Items (Sales Prices/Costs on Invoice Lines and Cost Lines)

  • Financial Ownership in Service

    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.

  • Subcontracting with material flow in field service

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

    • Material resources are delivered to subcontractor
    • Material resources are delivered to location address or customer address
    • No material is delivered (subcontractor uses own material)

  • Service Engineer Assignment - CRM Appointment Synchronization

    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.

  • Owner vs User

    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.

  • Service Order Materials To Issue (tssoc2121m200)

    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:

    • From Car
    • From Service Kit
    • From Warehouse in Car
    • From Warehouse
    • To Warehouse
    • By Purchase Order

  • Estimates for service orders cost lines

    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.

  • Project pegging for Field service

    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:

    • The service order quote
    • The quote line(s)
    • The service order (activity)
    • The related material, labor and other cost lines
  • Re-planning service orders

    Service orders and the related service order activities with the status Planned or Released, are re-planned.

  • Installments for Service orders

    Installments can be used for Service Orders.