Service order processing

Service orders are generated from the Call Management module, Service Planning & Concepts module, and Infor LN Project. However, you can also create service orders manually. If required, you can create the service order from a quotation. Another way to create a service order is to generate orders out of the FCO functionality. Service orders can be defined and processed on active PCS projects, or on already delivered PCS projects.

The service order can have several statuses throughout the order life cycle, ranging from Free to Closed. These statuses enable you to control the service order. Interruption is a sub-status that you can use for parts non-availability or because the customer’s asset is not available or any other reason.

The following statuses are available with the following meaning:

  • Free

    The order is currently not planned or scheduled. Everything can be changed.

  • Planned

    The Planned status is to enable service resource planning (SRP) to plan the order, which means that the parts required will be allocated to the warehouse or purchased. The activities are soft allocated to the preferred service engineers for a configuration.

  • Released

    When the order reaches this status, the order is ready to be executed. If intelligent scheduling is required, this can be achieved by a service scheduler or by a service scheduler assistant. Alternatively, if fixed (preferred) engineers are allotted to service orders, a batch process can be run to plainly release a service order. In any case, this step would release warehouse material, if stock is available, and enables you to start execution of the orders. Emergency calls can be transferred to service orders in Released status directly.

  • Completed

    The job is finished, material used, hours used, and so on, and can be entered in LN.

  • Costed

    All costs and expenses are booked to the service order, so the auditor can check the order. Contractual obligations and warranty obligations are checked to calculate the invoice price. This also means that costs are properly booked and the invoices for these service orders can be sent.

  • Closed

    The invoice process is also carried out, which means that the order is entirely processed and, therefore, can be closed and deleted. However, before orders can be closed the reconciliation processes in Financials must be carried out.

The steps to carry out also depend on the service procedures that were selected. If, for example, the Preventive Maintenance for Plant (Internal) Maintenance service procedure is selected, no invoice is created but Service costs are booked.

If a warranty is valid for an asset, either no invoice is made or discounts are offered based on the agreements, but possibly a more detailed report about the problem will be required from the engineer. Repair warranty can be made applicable based on the company policies or based on a selection by you by means of a Service type. Repair warranty offers 100 percent coverage.