Service Order (tssoc2100m100)

Use this session to view, maintain, or create service orders. You can perform a number of financial and logistical tasks related to a service order, service order activities, and cost lines.

Use the following options to view the related orders within the service package and the related orders originating from the packages such as Purchase, Manufacturing and Warehouse:

  • Related To:

    Starts the Graphical Browser Framework that displays the orders which originate from the current order.

  • Related From:

    Starts the Graphical Browser Framework that displays the orders that originate from the specific order.

Graphical Browser Framework allows you to view Multi level relations of the orders. You can view the details using the following options:

  • View Details:

    Use this option to view the details of the related order.

  • Reverse Tree:

    Use this option to start the Graphical Browser Framework in reverse mode starting from the order you select. For example, if you open Graphical Browser Framework in Related To mode, you can use the reverse option to view the orders in the Related From mode.

Pro Forma Invoicing

To create pro forma invoice for the service order, you can use the Process Service Order Pro Forma Invoices option from the Action menu. The Process Service Order Pro Forma Invoices (tssoc2291m000) session is displayed wherein you can select the estimated cost lines based on the cost type, and process the pro forma invoices for the service order and the selected type of cost lines linked to the service order.

To view the Pro Forma Invoicing Workbench (cisli3640m000), you can use the Pro Forma Invoices from the Reference menu.

You can carry out the following tasks:

  • View, maintain, and create a service order. To create a new service order, you can click New on the toolbar. You must also enter the details and save the record.
  • View, maintain, and create service order activities. For each service order, you must enter at least one service order activity. The addition of a service order activity is imperative for the execution of the service order.
  • View, maintain and estimate cost lines: You can enter financial details related to the material, labor, and other cost lines for the service order.
Note: 

Use the Recalculate Price/Discounts Entire Order option to retrieve the default prices of the cost and invoice lines related to the service order or activity line from the service contract. This option is disabled if the price of the related cost lines, activities and invoice lines cannot be modified.

To review the actual and estimated material, labor and other costs, you can use the following satellite sessions:

  • Service Order Material Costs (tssoc2122m000)
  • Service Order Labor Costs (tssoc2132m000)
  • Service Order Other Costs (tssoc2142m000)

If no user profile is defined for the current user in the Service User Profiles (tsmdm1150m000) session, these sessions are displayed instead of the estimated and actual costs sessions.

For more information on displaying the various satellite sessions for this MMT session, refer to:

  • To Display satellite sessions for ease-of-use
  • To view the satellite sessions in the MMT sessions of Service Order Control module

Field Information

Service Order

The number used to identify the service order.

If you create a service order in the details session, you select a series to assign the service order to, and LN generates a number for the service order.

Description

If the service order is created for an external customer, this field displays the name of the sold-to business partner.

If the service order is created for an internal business partner, this field displays the description of the service department that carries out the service order.

Service Order Status

The service order's current status.

Acknowledgement Print Status

Indicates the print status of the service order acknowledgement.

Note: 
  • The field cannot be modified manually.
  • If the Use Coverage Calculation for Estimates and the Use Tax for Estimates check boxes are cleared in the Service Order Parameters (tssoc0100m000) session, and the acknowledgements cannot be printed, the To be Printed and Printed statuses are not applicable.
  • If the acknowledgements must be printed by definition in the service order parameters or service office settings by service office, this value is updated to To be Printed for the new and modified service orders.
  • If this field is set to To be Printed, the service order acknowledgement must be printed before releasing the order.
  • If this field is set to Not Required, printing the service order acknowledgement is not required before releasing the order.

Allowed values

Not Required
To be Printed
Printed
Business Partner Prices and Discounts

The code of the sold-to business partner. LN defaults the prices and discounts defined for this business partner to the cost lines linked to the service order.

Note: This field is applicable only if the Use Default Business Partner Prices and Discounts check box is selected in the General Service Parameters (tsmdm0100m000) session.
Order Discount

The discount percentage that is applicable to the cost lines related to the service order.

Note: This field is applicable only if the Use Order Discount check box is selected in the Service Order Parameters (tssoc0100m000) session.
Installation group

The installation group that the service order is created for.

Note: 
  • The value in this field is defaulted from the installation group linked to the serialized item.
  • If the Items Service by Office is Mandatory check box is selected in the General Service Parameters (tsmdm0100m000) session, you can only select an item that is linked to the specified Service Office. The service items are linked to the service office in the Items - Service by Service Office (tsmdm2120m000) session.
Description

The name or description of the Installation group.

Description

The name of the department.

Item

The item for which the service order is created. You can specify an anonymous item, or a serialized item.

Note: 
  • This field is disabled if the Status of the service order is set to a value other than Free or Planned.
  • The Item Type must not be set to Generic in the Items (tcibd0501m000) session.
  • You must specify this value if the Serial Number is specified and the Empty Item Field Allowed check box is cleared in the Configuration Management Parameters (tscfg0100m000) session.
  • The serialized item must be a part of the specified Installation Group.
  • If the Items Service by Office is Mandatory check box is selected in the General Service Parameters (tsmdm0100m000) session, you can only select an item that is linked to the specified Service Office. The service items are linked to the service office in the Items - Service by Service Office (tsmdm2120m000) session.
Serial Number

The serial number of the item.

Note: 
  • This field is disabled if the status of the service order is set to a value other than Free or Planned.
  • This field is applicable if:
    • the Status of the serialized item is set to Active, Working Condition, or Defective and is not set to Superseded in the Serialized Items (tscfg2100m000) session.
    • the serialized item is linked to the specified Installation Group.
    • the serialized item is of type Tool that must be refurbished and the Status is not set to New or Blocked.
  • You must specify this value if the item is not a service item.
Description

The description or name of the code.

Contact

The sold-to business partner's contact.

Note: This value is defaulted based on the Business Partner, Installation Group, Item and Serial Number.
Sold-to Business Partner

If the service order is created for an external customer, this field displays the name of the sold-to business partner.

If the service order is created for an internal business partners, this field displays the description of the service department that carries out the service order.

Note: 

This value is defaulted from:

  • the sold-to business partner linked to the Item and/or Installation Group.
  • the sold-to business partner linked to the invoice-to business partner, if the sold-to BP is not linked to the serialized item / installation group.
  • the sold-to business partner of the Project, if specified, and the sold-to business partner is not linked to the invoice-to business partner.

LN uses the following search sequence to default this value from:

  1. the sold-to business partner linked to the Item and/or Installation Group, if specified.
  2. the sold-to business partner linked to the invoice-to business partner, if specified.
  3. the sold-to business partner of the Project, if specified.
Sold-to BP

The name of the business partner.

Installment Plan

The installation plan based on the service order or activity.

Allowed values

Order Based
Not Applicable
Activity Based
Note: 
  • This field is displayed only if the Use Installments check box is selected in the Service Order Parameters (tssoc0100m000) session.
  • This field is enabled only if the Installment Method field is set to Order Based or Activity Based.
Warranty Claim

Select this check box when a service order is related to dealer warranty. The service is performed by the dealer for a customer on the behalf of orginal equipment manufacturer. The check box is enabled till a cost line is created for a service order.

If this check box is selected, the Claim Method field is enabled.

Note: If this check box is selected, a claim header is created which is linked to the service order. A claim line is created when you create Material/Labor/Other cost line for a service order.
Site

The code of the site responsible to execute the service order.

Note: This field is enabled only if the Business Partner is not specified.

Project

The code of the project to which the service order is pegged

Note: 
  • This field is displayed only if:
    • The Project (TP) and the Project Control (PCS) check boxes are selected in the Implemented Software Components (tccom0100s000) session.
    • The Use Project Pegging in Field Service check box is selected in the Service Order Parameters (tssoc0100m000) session.
  • If the Use Project Pegging in Field Service check box is selected in the Service Order Parameters (tssoc0100m000) session, you can specify a Project (TP) or a Project (PCS).
  • You can specify this value only if the service order status is set to Free.
  • You can specify a Project (TP):
    • That is not linked to a Project contract and for which invoicing through sales is allowed.
    • With the status, Active.
    • For which, the Budget by field is not set to Element in the Project (tppdm6600m400) session.
    • If the service order is project pegged, and the item specified for the service order is not project pegged.
    • If the service order is linked to a quote and the service order is not project pegged.
  • You can specify a Project (PCS) if:
    • That is not Budget type project.
    • That is not an Investment project.
    • For which, Engineering is allowed.
    • With the status, Active.
  • This value must be specified if in the Items (tcibd0501m000) session:
    • The Mandatory Project Peg check box is selected for the item specified on the service order.
    • The Inherit Project Peg check box is selected and the Project Peg is maintained on the service order header/activity.
  • You cannot modify this value if:
    • The service order status is Free, the Project (TP) check box is selected in the Implemented Software Components (tccom0100s000) session and a Project (TP) is specified.
    • The service order status is Free or Planned and the Project (TP) check box is cleared in the Implemented Software Components (tccom0100s000) session
    • Intercompany trade orders are linked to the service order.
  • This value is defaulted from the Service Contracts (tsctm3100m000) session if a contract is linked to the service order.
Element

The code of the element linked to the Project.

Note: 
  • This field is displayed only if:
    • The Use Project Pegging in Field Service check box is selected in the Service Order Parameters (tssoc0100m000) session.
    • The Element check box is selected in the Project Parameters (tppdm0100s000) session.
  • This field is enabled only if:
    • The Project is specified.
    • The specified Project is not a PCS project.
  • You can modify this value only if the service order status is set to Free.
Description

The description or name of the code.

Activity

The code of the activity linked to the Project.

Note: 
  • This field is displayed only if:
    • The Use Project Pegging in Field Service check box is selected in the Service Order Parameters (tssoc0100m000) session.
    • The Activity check box is selected in the Project Parameters (tppdm0100s000) session.
  • This field is enabled only if:
    • The Project is specified.
    • The specified Project is not a PCS project.
  • You can modify this value only if the service order status is set to Free.
Description

The description or name of the code.

Project Peg Origin

The origin of the project peg.

Allowed values

Costing Break
Not Applicable
Manual
Top Demand
Note: 
  • This field is displayed only if the Costing Breaks check box is selected in the Implemented Software Components (tccom0100s000) session.
  • This field is applicable only if the service order is project pegged.
  • By default, this field is set to:
    • Top Demand, when the service order is generated from Infor LN Project .
    • Manual, if the service order is project pegged and the costing breaks are implemented.
    • Not Applicable, when the project peg or the costing breaks is not applicable.
Description

The description or name of the code.

Service Office

The service department that carries out the service order.

Note: 

This value is defaulted from:

  • the Service User Profiles (tsmdm1150m000) session.
  • the Serialized Items (tscfg2100m000) session if the serialized item is specified.
  • the Installation Groups (tsbsc1100m000) session, if this value is not specified in the Serialized Items (tscfg2100m000) session.
Description

The description or name of the code.

Preferred Engineer

The service employee preferred to perform the service order.

The service engineer can be allocated to the service order in the following ways:

  • You can select the service engineer. Click the browse arrow to select the service engineer.

  • LN allocates the service engineer in case you do not select the service engineer. LN assigns the service engineers only when you select the Default Preferred Engineer during Planning check box in the Service Order Parameters (tssoc0100m000) session and then run the Service Order Resource Planning (tssoc2260m000) session.

Note: 
  • This field can only be filled if the service-order status is Free, Planned, or Released.
  • Changing the service employee on the order header leads to a change in service car, which in turn leads to changes in the actual warehouse of the material lines with delivery type From Warehouse in Car, and in the destination of the warehouse transfer and issue orders.
Description

The name of the service engineer.

Coverage Contract

The code of the service contract.

Note: This value is defaulted based on the specified Installation Group, Item, Serial Number and Coverage Time.
Service Type

The code of the service type.

Note: 
  • This value is defaulted from the Service Order Parameters (tssoc0100m000) session based on the process by which the service order is created. This value is defaulted from the Repair Warranty field if the Item is covered by a warranty.
  • If the service type has a linked service user template, that has default cost lines specified in the Service User Templates (tsmdm1660m000) session, LN defaults the active cost lines in the service order cost lines’ sessions, only when a new service order activity is created.
  • You can define an issue and a receipt warehouse order type for a service type in the Service Types (tsmdm0130m000) session. If a warehouse order is created for a service order, LN selects the Warehouse Order Type for Issue or the Warehouse Order Type for Receipt defined for the service type.
  • If an Issue and Receipt warehouse order type is not defined for the service type, LN selects the default Warehousing Order Type defined in Default Order Types by Origin (whinh0120m000) session.
Description

The name or description of the service type.

Use Coverage Calculation for Estimates

Indicates that you can maintain the cost and sales amounts for the estimated cost lines that LN creates for the service order cost lines linked to the selected service order.

Note: This value is defaulted from the Service Order Parameters (tssoc0100m000) session, when a service order is created. You cannot modify this setting.
Estimated Sales Price

The estimated sales price for the service order, before the order is Released.

Note: 
  • This field is displayed only if the Use Coverage Calculation for Estimates check box is selected in the Service Order Parameters (tssoc0100m000) session and this session.
  • This value is defaulted from the Sales Price field only if:
    • The Pricing Method is set to Fixed Order Price.
    • The service order Status is set to Free or Planned.
Turnaround Time Terms

LN selects this check box if a TAT Document is linked to the specified Coverage Contract. The TAT data of the TAT Document linked to the contract is copied to the TAT Document created for the service order activity related to the service order.

Order Procedure

order procedure

Default value

The order procedure that is linked to the selected service type.

Address

The location and address of the sold-to bp.

Note: 

LN uses the following search sequence to default the address linked to:

  1. the Installation Group, or the Item, and the Serial Number, if specified.
  2. the ship-to business partner linked to the Business Partner, if specified.
  3. the Business Partner, if specified.
  4. the Project, if specified.
Claim Method

The method by which the original equipment manufacturer (OEM) reimburses the dealer. The OEM reimburses the dealer for the service provided by the dealer to the customer on the behalf of OEM.

Note: The field is enabled only when the Warranty Claim check box is selected. The option is disabled and the value is set to Not Applicable if the Warranty Claim check box is cleared.

Following are the available values:

  • Reimburse Material The claim method Reimburse Material applies only in case of material cost lines. The value in the Delivery Type field in the Service Order Estimated Material Costs (tssoc2120m000) and in the Service Order Actual Material Costs (tssoc2121m000) is defaulted based on the settings in the Items - Service (tsmdm2100m000) session. You can change the value. The default delivery type is one of the following:
    • From Warehouse
    • From Service Inventory
    The other two delivery types which the user can also use are:
    • Supplier Direct Delivery
    • To Warehouse
  • Reimburse Costs The claim method Reimburse Costs applies when OEM reimburses the cost to the dealer for the material consumed in repair. Additionally, the claim method for Labor and Other Cost Lines is always Reimburse Costs. The default value in the Delivery Type field is always Supplier Direct Delivery. You can change the value
Order Duration

The time required to carry out the service order, which is the duration of all the related service-order activities. This value is defaulted based on the specified service type, preferred engineer, installation group, serialized item, serial number of the item and the service department.

  • The duration cannot be entered on the order header.
  • The duration is determined as the duration between the planned start time and planned finish time of the order header, based on availability of the calendars.
Note: This value is defaulted based on the specified Service Type, Preferred Engineer, Installation Group, Item, Serial Number and the Service Office.
Travel Duration

The amount of time the service engineer requires to travel to the location where the service order is to be implemented. This value is defaulted based on the specified serialized item, serial number, installation group, service area and service department.

Default value

The travel time specified for the service order's Installation group in the Installation Groups (tsbsc1100m000) session.

Note: 
  • This field is enabled only if the Travel Planning Method field is set to Order Based.
  • This value is defaulted based on the specified Item, Serial Number, Installation Group, Service Area and Service Office.
Planned Start Time

The time by which the service order must be started.

Note: 
  • This field is enabled only for the service orders with the status Free, Planned, or Released.
  • If you add an activity to the service order with a planned start time (PST) that is earlier than the value you enter in this field, LN updates this field with the value of the activity's PST.
Planned Finish Time

The time at which the service order is planned to finish. This value is defaulted based on the specified order duration, preferred engineer, installation group, serialized item, serial number of the item and the service department.

If you add a service order activity with a Planned Finish Time (PFT) that is later than the value you enter in this field, LN updates this field with the value of the activity's PFT.

Note: This field is enabled only for the service orders with the status Free, Planned, or Released.
Actual and Invoice Lines

Indicates if the Actual Resource and Invoice Lines exist for the Service Order and how the lines are created.

Allowed values

No
Created
Converted before invoicing
Converted after invoicing
Earliest Start Time

The time that the service order is planned to start at the earliest.

This date is used as the planned delivery date for allocating the required materials in a warehouse or as the planned delivery date for items to be purchased.

Note: 
  • The earliest start time of the header is determined by subtracting the smallest slack time from the planned start time of the header.
Latest Finish Time

The time that the service order is planned to finish at the latest.

Note: 
  • The latest finish time of the header is determined by adding the smallest slack time to the planned finish time of the header.
Appointment

If this check box is selected, an appointment with the sold-to business partner is confirmed.

Material Issue Constraint

The level at which, all the material must be shipped completely.

Allowed values

Order Complete
None
Activity Complete
Note: 
  • LN defaults this value from the Service Order Parameters (tssoc0100m000) session.
  • This field is disabled if:
    • The Status of the Service Order is set to Completed.
    • For a Released Service Order, a related warehouse order exists, that cannot be modified.

Pricing Contract

The contract linked to the service order line for which contract price is defined.

Note: This value is defaulted based on the Installation Group, Coverage Time, Item and the Serial Number.
Pricing Contract Change

The number that identifies the active contract change number at the time of linking. The order uses the contract terms that are activated for this contract change number.

Note: This value is defaulted based on the Installation Group, Coverage Time, Item and the Serial Number.
Pricing Contract Line

Contract configuration line liked to the service order line for which contract price is defined.

Note: This value is defaulted based on the specified Installation Group, Item, Serial Number and Coverage Time.
Pricing Method

The pricing method that LN uses to invoice the service order.

Allowed values

Fixed Activity Price
Fixed Order Price
Time and Material
Not Applicable
Note: 
  • This field is disabled if the Pricing Contract is specified.
  • This value is defaulted based on the Installation Group, Item, Serial Number, Business Partner, Service Type, Number, Project, and the Coverage Time.

If the Pricing Method field is set to Fixed Order Price, a record is created in Service Order Fixed Prices (tssoc2115m000) session.

Price Origin

The origin from which the sales price is retrieved.

Allowed values

Other

The default value for all other situations such as prices from price book, item service data and so on.

Contract

If a contract term is found for the material line based on the pricing contract of the service order or activity.

Manual

The price origin is set to manual after the price or price unit is changed by the user.

Master Routing

The price origin is set to master routing, if the price is retrieved from the master routing and not from the pricing contract.

Routing Option

The price origin is set to routing option, if the price is retrieved from the routing option and not from the pricing contract.

Reference Activity

The price origin is set to reference activity, if the price is retrieved from the reference activity and not from the pricing contract.

Travel Rate Book

The price origin is set to travel rate book, if the price is retrieved from the travel rate book and not from the pricing contract.

Item Service Data

The price origin is set to Item Service Data, if the price is retrieved from the Item Service Data and not from the pricing contract.

Default Price Book

The price origin is set to Default Price Book, if the price is retrieved from the Default Price Book and not from the pricing contract.

Price Structure

The price origin is set to Price Structure, if the price is retrieved from the Price Structure and not from the pricing contract.

Not Applicable

Default value

Not Applicable

Sales Price

The sales price for the service order. This price is expressed in the currency specified in the Currency field.

Note: 
  • This field is applicable only if the Pricing Method is set to Fixed Order Price.
  • This field is enabled only if the Order Status is set to Free, Planned or Released.
  • When the pricing contract is specified for the service order, LN defaults the sales price (fixed order price) from the Fixed Price Terms (tsctm1111m000) session based on the following criteria:
    • The Master Routing/ Routing Option specified in the Fixed Price Terms (tsctm1111m000) session must be same as that specified for the service order.
    • If the above criteria is not met, the Price Level must set to Any Order in the Fixed Price Terms (tsctm1111m000) session.
  • When the pricing contract is not specified, but the master routing/routing option is specified for the service order, LN defaults the sales price from the Master Routings (tsacm1101m100)/ Routing Options (tsacm1101m200) session, if the Fixed Price check box is selected.
Master Routing

The master routing used to determine the fixed order price for the service order.

Note: 
  • This field is applicable only if the Use Master Routing check box is selected in the Service Order Parameters (tssoc0100m000) session.
  • For this master routing, the Activity Use field must be set to Field Service or General in the Master Routings (tsacm1101m100) session.
  • This field is enabled only if the Order Status is set to Free, Planned or Released.
  • LN defaults this value from the Master Routings (tsacm1101m100) session, if master routing is specified for the service order. In case a service order quote is linked to the service order, LN defaults this value from the Service Order Quotes (tssoc1100m000) session.
Routing Option

The routing option used to determine the fixed order price for the service order.

Note: 
  • This field is applicable only if the Use Master Routing check box is selected in the Service Order Parameters (tssoc0100m000) session and the master routing is specified.
  • This value must be linked to the Master Routing in the Routing Options (tsacm1101m200) session.
  • This field is enabled only if the Order Status is set to Free, Planned or Released.
  • LN defaults this value with the routing option linked to the specified Master Routing.
Number

The code of the service-order quote linked to the service order.

Note: This field is displayed only if the Use Service Order Quotes for Service Orders check box is cleared in the Service Order Parameters (tssoc0100m000) session.
Revision

The revision number of the quote linked to the service order.

Note: 

This field is displayed only if:

  • The Use Service Order Quotes for Service Orders check box is cleared in the Service Order Parameters (tssoc0100m000) session.
  • The Use Revisions check box is selected in the Service Quote Parameters (tsepp0100m000) session.
Material
Inventory Check Status

The overall inventory status for all the material lines belonging to the order.

Allowed values

Free
Shortage

Indicates that one or more material lines has status 'Shortage'.

Supply is late

Indicates that no material lines has status 'Shortage' and one or more material line has status 'Supply is late'

Available

Indicates that all material lines are available.

Pending
ATP Inventory Available

Indicates if the inventory for all the material lines belonging to the order is available, calculated by the ATP check.

Available Date

Latest ATP Date for all the material lines belonging to the order.

Checked On Date

Latest ATP Check On Date for all the material lines belonging to the order.

Planned Inventory Available

Indicates if the inventory for all the material lines belonging to the order is available, calculated by the Planned inventory check.

Available Date

Latest Planned Available Date for all the material lines belonging to the order.

Checked On Date

Latest Planned Check On Date for all the material lines belonging to the order.

On Hand Inventory Available

Indicates if the inventory for all the material lines belonging to the order is available, calculated by the On Hand inventory check.

Checked On Date

Latest On Hand Check On Date for all the material lines belonging to the order.

Estimated Order Amount

The total sales amount of the header, the activities and the estimated cost lines. This price is expressed in the specified Currency.

Actual Order Amount

The total sales amount of the header, the activities and the actual cost lines. This price is expressed in the specified Currency.

Contract Ignored

If this check box is selected/cleared, the following are the possible scenarios:

  • If this check box is selected and Pricing Contract, Pricing Contract Change and the Pricing Contract Line fields are specified, a valid service contract is linked and the sales price of the service contract is overruled.
  • If this check box is selected and Pricing Contract, Pricing Contract Change and the Pricing Contract Line fields are not specified, a service contract is not linked.
  • If this check box is not selected and Pricing Contract, Pricing Contract Change and the Pricing Contract Line fields are specified, a valid service contract exists, and pricing terms data is used.
  • If this check box is not selected and Pricing Contract, Pricing Contract Change and the Pricing Contract Line fields are not specified, a valid service contract does not exist.
Note: 

This is a display field.

This field is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) session.

Conformance Reporting
The code of the conformance reporting linked to the item.
Problem Solving Method

The method used to solve the problems related to the item.

Allowed values

8D
Not Applicable
A3
Check List
Other
Related topics