Service error report

The service error report, displayed in 'Service Error Report. Open' (MOS057) is a required prerequisite for making a warranty claim against the OEM. The service error report is also used for other types of work if the work order is correctly configured in 'Work Order Type. Open' (MOS120).

The report can be automatically generated when required, to reduce the amount of manual intervention required in the workflow and ensure that the error report is always generated.

Use this procedure how to manually create the service error report and configure the system for automatic report generation.

Manually creating service error report

  1. Specify parameter 96-'Mandatory Service Error Report' as 0-'Not required' or 3-'Not mandatory, maximum status 20, even after print' in (MOS120).

  2. Use related option 86='Service Error Report' against the required work order in 'Work Order. Open' (MOS100) or 'Work Schedule. Open Toolbox' (MOS195).

  3. The report is then displayed in (MOS057).

Note: The report can also be created through (MOS057MI).

Initiating meter readings when creating a service error report

  • If parameter 50-'Source of meter readings' in 'Settings - Maintenance 1' (CRS788) is enabled, each meter reading report can refer to the work order being processed when reporting meter readings. In this case, the referenced order number is saved in the meter history records in 'Model/Site Individual. Open Op History' (MOS270).

    When this parameter is enabled, the (MOS057/E) panel and (MOS057MI.Add) are initialized with meter readings from the history record that matches the reference order of the service error report RORC, RORN, and RORL. If the reference is not found, readings are retrieved from the history file based on the work order start date or time.

    These are the additional options for retrieving meter readings:

  • Related option 23='Retrieve meters' performs the same function if the status is <20.
  • Transaction RtvMeterReadings in (MOS057MI) also retrieves meter readings if the status is <20.
  • Manual updates are still possible if needed.

Updating meter readings from the service error report

Function key 11='Meter Value' in (MOS057) updates the meter values in 'Equipment. Report Meter Reading' (MOS160) directly. When the meter values are updated from (MOS057), the fields are locked from further updates. To handle this function key, you use parameter 97-'Update meter reading from service error report' in (MOS120). If this parameter is activated, the function key, date, and time fields are available in (MOS057).

In Transaction UpdMeterReading in MOS057MI, you can update the meter values in (MOS160), 'Equipment/Ser Item. Open Meter Reading' (MMS241), and (MOS270). If you run the entire process using the API, start by adding the meter values, date, and time in the Add or Upd transaction. Then you use the transaction UpdMeterReading to trigger the update of meter values.

Configuration

In cases where the work order (WO) transactions are covered by warranty, or the service error report is defined as required for the WO type, the service error report is automatically generated.

  • WO transactions under warranty

    Set parameter 96-'Mandatory Service Error Report' to 1-'Mandatory if warranty' in (MOS120) to automatically generate the service error report from auto start job 'Invoice Specification' (COS900) based on WO transactions for labor, material, subcontract, or miscellaneous with warranty.

  • Mandatory for WO type

    To automatically generate the service error report when a work order is created through auto start job MOS005 (Create Work Order) or retro through 'Fnc. Maintenance Order' (MOS072), parameter 96-'Mandatory Service Error Report' must be set to 2-'Mandatory Always' for the work order type in (MOS120).

  • Meter reading update

    To handle this function key, you use parameter 97 in (MOS120). When this parameter is activated, the function key, date, and time fields are available in (MOS057).

  • Equipment and item suppliers

    Specify parameter 98='Item check sequence' in (MOS120) to check if the item causing failure is within the set sequence. A warning message is displayed if the specified item is outside of the check sequence. To retrieve suppliers for the item causing failure and the equipment on the work order header, specify parameter 99='Supplier search sequence' in (MOS120). This searches and updates 'Item supplier' and 'Equipment supplier' as defined on the hierarchical search sequence. Supplier can be browsed for using these programs:

    • 'Item. Open' (MMS001)
    • 'Item. Connect Warehouse' (MMS002)
    • 'Equipment/Serialized Item. Open' (MMS240)
    • 'Supplier. Connect Item' (PPS040)
    • 'Purchase Agreements. Open' (PPS100)

How the system is affected

All of these cases result in these outcomes:

  • A record is created in (MOS057) with the work order in fields RORC, RORN, RORL and the maintenance customer order in fields RIDC, RIDN, RIDL.
  • The service error report is automatically generated with break down date/time and meter readings sourced from the MCO line.
  • The MCO line text is specified in the TXIF field in (MOS057).
Note: The repair comments specified by the technician on the service error report in (MOS057) can be copied back to the work order header and MCO order line and are available to print on the invoice.
Related topics