Transferring a Call with Reference Activity or Master Routing
- An open Maintenance Sales Order (MSO) exists for the sold-to and invoice-to BP specified on the call.
- A Part Maintenance (PM) Line exists for the (serialized) item specified on the call.
- An installation is linked to the call and MSO.
Infor LN checks if an open Part Maintenance (PM) Line exists for the (serialized) item specified on the call and the Maintenance Sales Order (MSO) exists for the sold-to and invoice-to BP specified on the call when:
- The Allow Transfer of Calls to same Part Maintenance Line check box is selected in the Call Parameters (tsclm0100m000) session.
- A reference activity is linked to a call and the call is transferred to depot repair.
Possible scenarios:
| Scenario | Description | Action |
|---|---|---|
| 1 | An open MSO and a PM Line do not exist. | Infor LN creates a new MSO and a PM Line. An MSO Activity Line is also created for the reference activity linked to the call. |
| 2 | A PM Line for the (serialized) item does not exist but an open Maintenance Sales Order exists for the sold-to and invoice-to BP. | Infor LN displays a message to confirm if a new PM line must be created for this MSO. |
| 3 | A PM Line for the (serialized) item does not exist but multiple open MSOs exist for the sold-to and invoice-to BP. | Infor LN displays a message to confirm if a new MSO must be created or if an MSO must be selected, to transfer the call. The applicable MSO can be selected from the Maintenance Sales Orders (tsmsc1100m000) session. |
| 4 | A PM Line exists for the same (serialized) item that is linked to the call. | Infor LN displays a message to confirm if the call must be linked to this PM Line. If the call is linked to this PM Line, a new Maintenance Sales Order Activity Line is created for the reference activity linked to the call. If the call is not linked to this PM Line, Infor LN creates a new PM Line. |
| 5 | Multiple PM Lines exist for the same (serialized) item that is linked to the call. | Infor LN displays a message to confirm if a new PM Line must be created or if a PM Line must be selected, to transfer the call. The applicable PM Line can be selected from the Maintenance Sales Order - Part Maintenance Lines (tsmsc1110m100)session. |
Similarly, Infor LN processes the call when a master routing is linked to the call and the call is transferred to depot repair. For each routing operation linked to a master routing, an MSO Activity line is created in the Maintenance Sales Order Activity Lines (tsmsc1111m000)session. Part Activity Line Origin is set to Call, and the Call Number is defaulted.
The similar logic is also applicable when no reference activity and master routing are linked to the call and the call is transferred to depot repair. An MSO Activity line is created without a default reference activity. However, the short Description of the call is defaulted from the Call (tsclm1100m000) session. The Part Activity Line Origin is set to Call, and the Call Number is defaulted.
- When a new PM Line is created for the transferred call, an MSO Activity Line is also created in the Maintenance Sales Order Activity Lines (tsmsc1111m000) session for the reference activity linked to the call. The Part Activity Line Origin is set to Call, and the Call Number is defaulted from the Call (tsclm1100m000) session. The Reference Activity/Master Routing field and the Call Number field of the PM line are empty.
- When the call is linked to an existing PM Line, only an MSO Activity Line is created in the Maintenance Sales Order Activity Lines (tsmsc1111m000) session for the reference activity linked the call. The Part Activity Line Origin is set to Call, and the Call Number is defaulted from the Calls (tsclm1100m000) session. The Reference Activity/Master Routing field and the Call Number field of the PM line are empty.
- When a work order exists for the PM Line, a new work order activity line is created based on the maintenance sales order activity line.
- When actual spent time is specified for the call, and the call is transferred to the depot for repair, a coverage line is generated with the cost type set to Help Desk. The spent time specified for the call is defaulted as the coverage line quantity. When multiple calls are transferred to the same PM line, multiple coverage lines of type, Help Desk can be created under the same PM line.