Na2009 enus sm_05

Chapter 5: Working on Service Orders

48

CHAPTER 5: WORKING ON SERVICE ORDERS

Objectives

The objectives are:

Update repair status.

Register fault/resolution codes.

Register spare parts.

Register resource hours.

Register service costs and text lines.

Use standard service codes.

Notify customer by e-mail.

Post service orders.

Introduction

Once the user creates service orders or quotes, records service item lines, and, if

necessary, allocates resources to the service items in the orders (refer to chapter 7

“Planning Management”), it is time to start repairing and maintaining the service

items.

Use the Service Tasks window as an overview of the service items that need

servicing. For each task, open the Service Item Worksheet window to view the

information on the service item. In the Service Item Worksheet window, the

user can:

Update the information on the service item, such as repair status and

fault and resolution codes.

Enter service lines for that particular service item.

Service lines are used to register service performed on the order. This can

include:

Spare parts or replacement items.

Resource hours.

General costs.

Additional fee to the G/L account.

Service lines can be created both in the Service Item Worksheet window and

within the service document.

The following diagram gives an overview of how the different components

discussed in this chapter relate to each other.


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FIGURE 5.1 SERVICE ORDER COMPONENTS RELATION

When service is completed for all the service items in the order, the program

automatically changes the service order status to Finished. If necessary, the user

can notify the customer about the completion of service.

Upon completion of servicing, post the service order. When a service order is

posted:

The program creates a posted service shipment, a posted service

invoice, or both, depending on the posting option chosen.

The service header becomes the header on the posted service

shipment and the posted service invoice.

The service item lines become the service shipment lines in the

posted service shipment.

The service lines become the posted service shipment lines in the

posted shipment or the service invoice lines in the posted service

invoice.

It is also possible to post individual service lines in the process of working on the

order, when the service has not been finished yet. Post the lines either fully or

partially, by specifying the relevant posting quantities.

This chapter introduces and discusses:

The concept of working on service orders and quotes.

The possibilities for service posting.

Related topics, such as sending e-mail messages to customers.

Throughout the chapter, there are assignments that test the concepts learned. For

more advanced functionality used when working on service orders, refer to

chapter 6 “Service Price Management.”


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Working on Service Tasks

Use the Service Tasks window to:

Get an overview of the service items that need servicing.

Display information on service items in service orders, for example:

o Repair status

o Response time

o Service shelf number

Set filters on the General FastTab for example, to only view service

tasks allocated to a specific resource.

For each of the service tasks, open the Service Item Worksheet window to:

View specific information about the service item (for example, repair

status, fault comments and codes, and cost).

Update information on the item, such as repair status, fault codes,

and resolution codes.

Enter service lines for resource hours, use of spare parts, and for

specific service costs.

Updating Repair Status

Update the repair status of service items to record the progress of repair and

maintenance work. This helps you to keep track of the status of the service orders

as a whole.

The program:

Uses nine different repair status options that identify situations or

actions taken when servicing service items:

o Initial Repair Status

o Service In Process

o Service Is Finished

o Referred

o Partly Serviced

o Quote Finished

o Spare Part Ordered

o Spare Part Received

o Waiting for Customer

Automatically assigns repair status codes to service items in certain

instances. For example, when a service item line is created in a

service order, the program automatically assigns it the Initial repair

status code.

To update the repair status, use the following steps:


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1. Click Departments > Service > Planning & Dispatching.

2. Under Tasks, click Service Tasks. The Service Tasks window

appears.

FIGURE 5.2 THE SERVICE TASKS WINDOW

3. In the Resource Filter field, select the relevant resource and click

OK. The Service Tasks window now shows all service tasks with

service items for that resource. If this field is left empty, the program

displays service tasks for all the resources.

4. In the Allocation Status Filter field, select the status of the service

tasks. If not using allocation, select the blank option in the

Allocation Status Filter field. This displays all the service tasks.

5. Select the service task that includes the service item to work on. In

the Action Pane, click Item Worksheet.

6. In the Service Item Lines window that opens, click Actions >

View. The Service Item Worksheet window opens.


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FIGURE 5.3 THE SERVICE ITEM WORKSHEET WINDOW

7. In the Repair Status Code field, select In Process. If this is the only

service item in the order/quote, the program changes the service

order/quote status to In Process.

8. Fill in other fields as appropriate.

9. On the Lines FastTab, enter resource hours, spare parts, cost or text

as appropriate.

10. When the service item is completely serviced, in the Repair Status

Code field, select Finished. The program automatically selects the

Finished status for the allocation entry for this service item.

The program updates the service order status each time you change a repair status

of a service item in the order. For further information on service order status and

repair status, refer to chapter 2 “Service Management Setup.”

Registering Fault Codes

When the customer brings in a service item for repair, you can assign a fault code

to indicate the nature of the fault. The fault code can be used with the resolution

code to determine which possible repair methods to use.

Depending on the level of fault reporting in a company, you might also need to

register fault area codes and symptom codes. Steps 5 and 7 in the following

procedure are only relevant for companies that include fault areas and symptom

codes in their fault reporting.

To register fault codes, do the following:


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2. Under Tasks, click Service Tasks. The Service Tasks window

appears.

3. Select the relevant service task and in the Action Pane, click Item

Worksheet.



5. In the Fault Area Code field, click the AssistButton, and then click

Advanced at the bottom of the drop-down list that appears.

FIGURE 5.4 THE FAULT AREAS WINDOW

6. Select the fault area and click OK.

7. In the Symptom Code field, click the AssistButton, and then click

Advanced. Select the relevant symptom code and click OK.


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FIGURE 5.5 THE SYMPTOM CODES WINDOW

8. In the Fault Code field, click the AssistButton, and then click

Advanced. Select the fault code and click OK. If a fault code is not

available, you might need to set up a new one.


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FIGURE 5.6 THE FAULT CODES WINDOW

Registering Resolution Codes

Once the service item is repaired, register a resolution code that describes the

resolution or method of repair. This code can be used along with the fault codes

to determine which possible repair methods to use.

1. In the Service Item Worksheet window, in the Resolution Code

field, click the AssistButton, and then click Advanced at the bottom

of the drop-down list to open the Resolution Codes window.

2. Select an appropriate resolution code and click OK.


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FIGURE 5.7 THE RESOLUTION CODES WINDOW

3. Set up a new resolution code if you cannot find an appropriate one.

Registering Fault/Resolution Codes

You can also register both the fault code and the resolution code for the item by

selecting a combination from the existing fault/resolution codes relationships.

1. In the Action Pane of the Service Item Worksheet window, click

Related Information > Worksheet > Fault/Resol. Codes

Relationships. The Fault/Resolution Codes Relationships window

opens.


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FIGURE 5.8 THE FAULT/RESOLUTION CODES RELATIONSHIPS WINDOW

The program automatically sets filters on the relationships it shows in the

window by copying the service item group and the fault codes (if any) from the

Service Item Worksheet window.

2. Select the correct combination of fault and resolution codes, and then

click OK to copy it to the service item.

3. Create a new combination in the window if an appropriate one

cannot be found.

The selected fault and resolution codes now appear in the corresponding fields in

the Service Item Worksheet window.


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Lab 5.1 - Fault Reporting and Changing Repair Status

In this lab, you will practice registering fault reporting and changing repair status.

Scenario

While servicing items registered in service orders, you need to update the status

of each task, and register faults.

Challenge Yourself

Find the service order with status In Process and register fault codes

for the service item in this order.

Enter a resolution code for the service item and update the repair

status to reflect all the changes on the item.

Need a Little Help?

1. View all service tasks with status In Process, and work on the item

with the earliest response time registered.

2. After examining the service item, insert some fault reporting. Some

mechanical components in the service item are unstable, and some

parts seem to be loose.

3. While working on the service item, call the customer to ask him for

important information about the service item. The customer does not

answer, so it is necessary to wait until he or she is in.

Update the repair status to reflect you are waiting for the customer

and check the effect of the change of the repair status on the status of

the relevant service order.

4. Later, the customer provides the information needed to proceed with

the repair.

Work is now finished on the item, and the final resolution is to

realign some of the mechanical components.

Step by Step

Select the relevant fault codes for the service item.

1. Set the work date to January 29, 2010.


3. Under Tasks, click Service Tasks.

4. In the Service Tasks window, set the filters as follows:

Document Filter: Order

Repair Status Code Filter: In Process

5. Select the line with the earliest response date and click Item

Worksheet in the Action Pane.


Edit. The Service Item Worksheet window opens.


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7. On the General and Lines FastTab, change the values in the

following fields:

Fault Area Code: “6”

Symptom Code: “5”

Fault Code: “654”

FIGURE 5.9 REGISTERING THE FAULTS CODES

Update the repair status of the service order.

1. Return to the Service Item Worksheet window, and in the Action

Pane click Show Document. The Service Order window opens.

2. On the Lines FastTab for the first line, in the Repair Status Code

field, click the AssistButton and change the value to WAITCUST.

Enter a resolution code for the service item and update the repair status to reflect

the completion of the repairs.

1. On the Lines FastTab, click the first line, and then click Actions >

Line > Service Item Worksheet.

2. On the General and Lines FastTab of the Service Item Worksheet

window, change the value in the Resolution Code field to B.

3. On the General FastTab, in the Repair Status Code field, click the

AssistButton and change the value to FINISHED.


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FIGURE 5.10 CHANGING A RESOLUTION CODE AND UPDATING THE REPAIR STATUS


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Registering Service

When performing a service on a service order, you can register the details

specifying the items used, costs incurred and the time spent on presenting a

service.

Registering Spare Parts

When working on service items in service orders, you may need to use spare

parts for the service. The following procedure shows how to register the use of

spare parts in the Service Item Worksheet window.

Use the same procedure to register the spare parts in the Service Lines window:

1. Go to Home > Service Orders.

2. In the Service Orders list place, open the needed service order.

3. On the Lines FastTab, click Actions > Order > Service Lines.

(Alternatively, press CTRL+SHIFT+I.)

To register spare parts, do the following:



3. In the Service Tasks window, select the relevant service task and in

the Action Pane click Item Worksheet.



5. In the Action Pane, click Actions > Edit.

6. On the Lines FastTab, click the next available line to enter a new

service line.

7. In the Type field, select Item.

8. In the No. field, click the AssistButton to select the relevant item.

9. In the Quantity field, enter the quantity of the items to use.

Repeat steps 6 to 9 for each spare part you want to register.

Replacing Components

When servicing a service item which includes a number of components, you may

need to replace a faulty component with a new one. Every time you register a

spare part for a service item with components, the program suggests replacing the

component or creating a new one.


Actions > Edit.


service line.


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4. In the No. field, click the AssistButton to select the relevant item.

5. Click ENTER. A dialog box appears with three options:

o Replace Component

o New Component

o Ignore

FIGURE 5.11 SUGGESTING REPLACING/ENTERING COMPONENTS

If you select Replace Component, the program changes the status of

the component you are replacing to Not Active, and it appears on the

replaced component list for the new component. The program enters

the new component on the component list of the service item.

If you select New Component, the program enters the new

component in the component list of the service item.

If you select Ignore, the program does nothing to the component list

of the service item.

6. Select Replace Component, and then click OK. The Service Item

Component List window appears.


3

FIGURE 5.12 THE SERVICE ITEM COMPONENT LIST WINDOW

7. Select the component to replace and click OK.

NOTE:The program does not register the new item as a component of the service

item until you post this service line or the service order.

Replacing Service Items

Use the following procedure if a service item cannot be repaired, and it needs to

be replaced either temporarily or permanently.


Actions > Edit.


service line.


4. In the No. field, click the AssistButton and select the item with the

same item number as the service item to replace.

5. Press ENTER. The Service Item Replacement window appears.


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FIGURE 5.13 THE SERVICE ITEM REPLACEMENT WINDOW

6. Fill in the relevant fields. If entering a serial number, the program

creates an item tracking line for the service line.

If replacing a complex service item that contains components,

choose one of the following options in the Copy Components From

field:

o Item BOM

o Old Service Item

o Old Service Item w/o Serial No.

7. Click OK to replace the service item.

The program marks the replaced service item as defective.

NOTE: The program does not register the new item as a service item until you

post this service line or the service order.

Using Bin Code when Registering Spare Parts

When you service a service item, it might be necessary to use a spare part that is

stored in the warehouse of a company. It is useful to register from which place in

the warehouse the item is taken, to keep your warehouse registry up to date.

The bin is the basic warehouse structure the program refers to when it makes

suggestions about the placement of items. If you use a bin code when registering


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spare parts, the program creates warehouse entries that register the consumption

of items from the bin.

To use bin codes on the service lines of a service order, the Bin Code field must

be enabled. If the Bin Code field is not visible on the service line, use the

Choose Column function to make the Bin Code field visible.

Bin codes relate to location codes. If you assign a default bin to the item on the

service line, the Bin Code field is filled in automatically with the item’s default

bin for that location when you fill in the Location Code field.

The locations that can be used in the Service Management application area use

bins and are not “Directed Put-away and Pick” enabled. The restrictions for the

Require Receive, Require Shipment, Require Put-away, and Require Pick

fields will be disregarded because the Service Management application area is

not integrated into the warehouse activities. You can check whether a location is

“Directed Put-away and Pick” enabled in the Location Card window.

To open the Location Card window:

1. On the Lines FastTab of the Service Item Worksheet window, click

the AssistButton in Location Code field and click Advanced at the

bottom of the drop-down list.

2. Select the right location and in the Action Pane click Actions >

Edit. The Location Card window appears.

FIGURE 5.14 THE LOCATION CARD WINDOW


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To use the bin code to register the usage of spare parts and invoice these to the

customer, follow this procedure:

1. Locate the spare part used and insert it on the service lines of the

service order you are working on. The program searches for all

information about the spare part and copies it to the corresponding

fields. Among this is the bin code.

2. Insert the quantity used, and verify that the right location and bin

code are specified on the service lines. If the location or bin code is

incorrect, update these fields with the correct information.

The Service Lines window will look like this.

FIGURE 5.15 THE SERVICE LINES WINDOW

After verifying the information, you can create an invoice by posting the service

order. The program then creates all the necessary entries, including the

warehouse entries that register the consumption of some items from the bin.

The Warehouse Management Systems course provides more detailed

information on the use of bin codes.

Nonstock Items

Use this procedure to enter a nonstock item as a spare part on a service line:

1. On the Lines FastTab of the Service Item Worksheet window, click

the next available line to enter a new service line.


3. Click Actions > Functions > Nonstock Items.

4. In the Nonstock Item List window that opens, select the nonstock

item wanted as a spare part and click OK.

5. In the Quantity field, enter the quantity of items to use.

When a nonstock item is entered on a service line for the first time, the program

uses the information contained in the Nonstock Item window to generate:


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An item card.

A location item card.

A vendor card.

An item cross reference (if the cross-reference information is

registered).

When you create an item card and location item card as described above, the

program creates the item number according to the rules defined in the Nonstock

Item Setup window.

Serial Numbering

The user can enter a serial number on an item tracking line for an item on a

service line, if the item is assigned an item tracking code.

In the Service Lines window, select the line and in the Action Pane click

Related Information > Line > Item Tracking Lines. In the Item Tracking

Lines window that opens, enter all the necessary information.

The program links the item tracking line to the posted service shipment/invoice

line that matches this service line:

When this service line is posted and a posted service shipment and/or

a posted service invoice is created.

When the service order is posted, and the program creates a posted

shipment and/or a posted service invoice.

To check the item tracking information from the posted service invoice, select

the posted line and click Actions > Line > Item Tracking Entries.

To check the item tracking information from the posted service shipment, do the

following:

1. Select the posted shipment line and click Actions > Shipment >

Service Shipment Lines.

2. In the Posted Service Shipment Lines window, select the necessary

line and click Related Information > Line > Item Tracking

Entries.


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Lab 5.2 - Creating Service Lines Including Spare Parts and Replace Components

In this lab, you will practice creating service lines including spare parts and

replace components.

Scenario

The work date is January 31, 2010. You are a technician, repairing service items

at CRONUS International Ltd. A customer hands in a registered service item to

be serviced, and also hands in an item that needs to be registered as a service

item.

Challenge Yourself

Create a service order and a service item within the order which will later be

replaced permanently.

Need a Little Help?

1. Create a service order for customer 10000 and a registered service

item with serial number 4880998Z for item number 80105 within the

order.

2. While working on service item number 7 on the service item

worksheet, you find out a spare part is needed.

Enter item number 80219 as a spare part; you need two of these

items to repair the service item.

Enter item number 80208 as a spare part and replace the existing

component that has the same item number.

3. While trying to repair item 80105, you find out it is better to replace

the item.

Replace the service item permanently. The serial number for the new

service item is: 2121321725.

4. Post the service order.

5. Check the status of the two new created service items.

6. Check the replaced component list for service item number 7.

Step by Step

Create a service order and a service item within the order.

1. Click Home > Service Orders.

2. In the Action Pane of the Service Orders list place, click New.

3. On the General FastTab, fill in the following fields:

Customer No.: 10000

Service Order Type: SERVICE

4. On the Lines FastTab:

For the first line, in the Service Item No. field, select 7.

Fault Reason Code: ME


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For the second line:

Item No.: 80105

Serial No.: “4880998Z”


5. Click Actions > Functions > Create Service Item and confirm

the message that follows.

An information message appears stating that the service item that

does not belong to any service contract was created.

6. Click OK to the message.

The program populates the Service Item No. field with the number

of the newly created service item.

Register spare parts for the service item.

1. On the Lines FastTab, click the first line, and then click Actions >

Line > Service Item Worksheet.

2. In the Service Item Worksheet window, fill in the fields for the first

line:

Type: Item

No.: 80219

In the window that appears, select New Component and click OK.

In the Quantity field, type “2”.

Click Yes to the check availability message that follows.


3. For the second line:

Type: Item

No.: 80208.

Click ENTER.

In the Service Item Component List window that opens, select the

line with No. 80208 and click OK.

In the Quantity field, type “1”.

Click Yes to the check availability message that follows.


4. Click OK in the Service Item Worksheet window.

Replace the service item.

1. On the Lines FastTab of the Service Order window, click the

second line, and then click Actions > Line > Service Item

Worksheet.

2. On the Lines FastTab of the Service Item Worksheet window, fill

in the fields as follow:

Type: Item

No.: 80105

3. Press ENTER.

In the Service Item Replacement window that opens, fill in the

fields for the new service item:

Serial No.: “2121321725”


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Replacement: Permanent

Click OK.

4. Fill in the Fault Reason Code field and click OK.

Post the service order.

1. In the Action Pane of the Service Order window, click Post.

2. In the window that appears, select Ship and Invoice and click OK.

3. Click OK to the message stating that the new service item was

created.

To verify the creation of the two new service items, go to Home > Service

Items, and double-click service items with Serial No. 4880999Z and

2121321725:

FIGURE 5.16 THE SERVICE ITEM CARD FOR THE SERVICE ITEM CREATED WITHIN THE ORDER


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FIGURE 5.17 THE SERVICE ITEM CARD FOR THE REPLACED SERVICE ITEM

To verify the component list for service item number 7:

1. Click Home > Service Items.

2. Open the Service Item Card window for service item number 7.

3. In the Action Pane, click Components. The Service Item

Component List window opens.


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FIGURE 5.18 VIEWING THE COMPONENTS FOR SERVICE ITEM NUMBER 7

To verify the component list for the component with item number 80208, in the

Service Item Component List window click the line with No. 80208, and then

click Related Information > Component > Replaced List > This Line.

FIGURE 5.19 VIEWING THE COMPONENTS FOR THE COMPONENT WITH ITEM NUMBER 80208


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Registering Resource Hours

When working on service items in service orders, you need to record the resource

hours used for the service. The following procedure shows how to record the

resource hours in the Service Item Worksheet window.

Use the same procedure to record the hours in the Service Lines window by

clicking Home > Service Orders, and then Actions > Order > Service Lines

on the Lines FastTab of the Service Order window.

To record resource hours, do the following:



3. In the Service Tasks window, click the line that includes the

relevant service item and click Item Worksheet in the Action Pane.

4. In the Action Pane of the Service Item Lines window that opens,

click Actions > Edit.

5. On the Lines FastTab, select the next available line to enter a new

service line.

6. In the Type field, select Resource.

7. In the No. field, click the AssistButton to select the relevant

resource. Click Advanced at the bottom of the drop-down list to

view the detailed information on resources.

FIGURE 5.20 THE RESOURCE LIST WINDOW

8. In the Quantity field, enter the number of hours required to service

the service item.

Maximum Labor Unit Price

You can set a maximum unit price for a resource on all service lines linked to a

service order in the Service Order window on the Invoicing FastTab, by

entering the maximum price in the Max. Labor Unit Price field.


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If you register a resource on a service line that has a unit price greater than the

one in the Max. Labor Unit Price field, the program automatically enters the

contents of the Max. Labor Unit Price field in the Unit Price field on the

service line.

Splitting Resource Lines

If the same resource works on all the service items in the service order:

Register the total resource hours for one service item only.

Split the resource line to divide the resource hours on the resource

lines for other service items.

In the Service Lines window, use the following procedure to split resource lines:


2. In the Service Orders list place, open the relevant service order.


The Service Lines window opens.

FIGURE 5.21 SERVICE LINES FOR SERVICE ITEM 33

4. Click the resource line to split. The program divides the contents of

the Quantity field equally between all the service items in the order.

5. Click Actions > Functions > Split Resource Line.

6. Click Yes in the dialog box that appears.


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FIGURE 5.22 CONFIRMING SPLITTING THE RESOURCE LNE

The program creates resource lines for the other service items in the order with

the same resource number as the line split. The quantity is the quantity for the

line split divided by the number of service items in the order.


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Lab 5.3 - Creating a Service Line Involving Resource Hours

In this lab, you will practice creating a service line involving resource hours.

Scenario

You are a technician working at CRONUS International Ltd. A customer, The

Cannon Group, calls to have service items serviced.

Challenge Yourself

Create a service order and a service line reflecting the information on resource

hours.

Need a Little Help?

1. Create a service order for a zip drive and a monitor (enter the service

item group only).

2. Mark works on the zip drive first.

Record one hour’s work on the zip drive for Mark.

3. Mark refers the service to Mary, the technician, who is better skilled

for the job. Mary works for five hours on both items.

Record a total of five hour’s work for Mary on the zip drive and the

monitor.

4. Check the total resource hours registered for the zip drive and

monitor.

Step by Step



3. On the General FastTab:

Customer No.: 10000

Click Yes to the check credit limit message that follows.

4. On the Lines FastTab, create two lines:

For the first line, Service Item Group Code: ZIPDRIVE

For the second line, Service Item Group Code: MONITOR

5. Click Actions > Order > Service Lines.

6. In the Service Lines window, fill in the fields for the first line:

Type: Resource

No.: MARK

Quantity: “1”


Type: Resource

No.: MARY

Quantity: “5”

7. Select the second line, and in the Action Pane click Actions >

Functions > Split Resource Line.


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8. Click Yes to the message that follows.

The Service Lines window will look like this.

FIGURE 5.23 REGISTERING RESOURCE HOURS


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Registering Service Costs and Text Lines

Service costs are the alternative costs for services. You can set up costs for:

Travel (depending on the service zones)

Starting fees

Costs for support

Other costs

For each cost code, set up:

A default quantity

A unit price

A G/L account number

After setting up service costs, select them for service invoice lines by selecting

Cost in the Type field.

Setting Up Service Costs

Use the Service Costs window to set up cost codes with set prices for specific

service costs, such as travel costs to particular service zones, and so on.

1. Click Departments > Service > Administration.

2. Under Order Processing, Setup, click Service Costs. The Service

Costs window appears.

FIGURE 5.24 SETTING UP SERVICE COSTS


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3. In the Action Pane, click New to enter a new service cost.

4. Fill in the Code and Description fields.

5. In the Cost Type field, select whether the cost is a travel cost, a

support cost, or neither.

6. In the Account No. field, click the AssistButton to select the account

to which to post the cost amount.

7. If the cost type is Travel, in the Service Zone Code field, click the

AssistButton to select the relevant service zone.

8. Fill in the other fields in the Service Costs window.

Repeat steps 3 to 8 for each service cost you want to create.

Registering Costs for Service Items

When working on service items in service orders, you might need to register an

alternative cost for the service of specific service items.

The following procedure shows how to register the cost in the Service Item

Worksheet window.

If the service order requires a link between a service and service items, you can

use the same procedure to register the cost in the Service Lines window by










service line.

6. In the Type field, select Cost.

7. In the No. field, click the AssistButton to select the relevant cost.

8. In the Quantity field, specify how many times to invoice the cost.

Repeat steps 5 to 8 for each service cost you want to register.

Inserting a Starting Fee for a Service Item

When working on service items in service orders, you might need to register a

starting fee for the service of specific service items.

Before inserting starting fees, define which service cost is the starting fee in the

Service Order Starting Fee field in the Service Mgt. Setup window.


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To insert a starting fee, on the Lines FastTab of the Service Item Worksheet

window, click Actions > Functions > Insert Starting Fee.

The program inserts a service line of the type cost with the starting fee. The

starting fee applies to the selected service item.

Inserting a Travel Fee for a Service Item

You might also need to register travel fees for the service of specific service

items.

Before inserting travel fees, set up service costs for travel to specific service

zones.

To insert a travel fee, on the Lines FastTab of the Service Item Worksheet

window, click Actions > Functions > Insert Travel Fee.

The program inserts a service line with the travel fee to the service zone where

the customer in the service order is located. The travel fee applies to the selected

service item.

Registering Costs for Service Orders

When working on service items in service orders, you might need to register

alternative costs for the service order in general. You can insert a travel fee for

traveling to the service zone where the customer in the service order is located.

You can also insert a starting fee for the service order.

The following procedure shows how to register other costs for service orders in

the Service Lines window:


2. Open the relevant service order.


The Service Lines window appears.

4. If the service order requires a link between service and service items,

in the Service Lines Filter field, select Service Item Line Non-

Related.


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FIGURE 5.25 SERVICE LINES FILTER FIELD OPTIONS

5. Click the next available line to enter a new service line.

6. In the Type field, select Cost.

7. In the No. field, click the AssistButton to select the relevant cost.

8. In the Quantity field, specify how many times to invoice the cost.

Repeat steps 5 to 8 for each service cost you want to register.

Inserting a Starting Fee for a Service Order

To register a starting fee for the service order:

1. In the Service Lines Filter field of the Service Lines window, select

All.

2. In the Action Pane, click Actions > Functions > Insert Starting

Fee.

The program automatically inserts a service line of the type Cost with the starting

fee. The starting fee applies to the service order in general.

Inserting a Travel Fee for a Service Order

Use this procedure to register travel fees for the service order in general. It is also

possible to insert fees for travel to the customer’s service zone in the service

order.

1. In the Service Lines Filter field of the Service Lines window, select

All.

2. In the Action Pane, click Actions > Functions > Insert Travel

Fee.

The program automatically inserts a service line with the travel fee to the service

zone where the customer in the service order is located. The travel fee applies to

the service order in general.


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Registering Text Lines

Register lines with standard texts when registering service lines for service

orders, for example, to make a comment about the line above.

The following procedure shows how to register text lines in the Service Item

Worksheet window.

Use the same procedure to register text lines in the Service Lines window by



NOTE: If the service order requires a link between service and service items,

select the Service Item Line Non-Related option in the Service Lines Filter field

in the Service Lines window for the text lines to apply to the service order.

To register text lines, do the following:








service line.

6. In the Type field, select Blank.

7. In the No. field, click the AssistButton, and then click Advanced to

view the Standard Text Codes window.


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FIGURE 5.26 SELECTING THE STANDARD TEXT

8. Select the relevant text, and then click OK to copy it to the field.

The program copies the description of the standard text into the

Description field.

Alternatively, leave the No. field blank and manually enter the

desired text in the Description field.

Repeat steps 5 to 8 for each text line you want to register.

Inserting Extended Texts

If extended texts are set up for standard texts, insert extended texts for service

lines that include standard text codes.





4. Click the service line with the standard text code to insert extended

text for.

When you select the extended text code in the No. field, the program

inserts the extended text lines with the extended text with the

language code of the customer in the service order.


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Lab 5.4 - Recording Service Costs

In this lab, you will practice recording service costs.

Scenario

You need to register service costs before invoicing service orders.

A technician finished repairing a service item at the customer’s site. The

company’s policy is to register a travel fee each time a service takes place at the

customer’s site.

Challenge Yourself

Create a service order and register travel and starting fees for the service.

Need a Little Help?

1. Create a service order for service item number 6 belonging to the

Cannon Group customer number 10000.

2. Insert a travel fee for service on service item number 6. The service

occurred in the customer’s service zone; the technician went twice to

the customer’s site while working on the item.

3. A starting fee needs to be registered for this service.

Insert a starting fee for this service item.

4. The customer wants a text line on the sales invoice describing the

cost paid.

Insert a text line referring to the travel expenses and describes them.

Step by Step



3. On the General FastTab, fill in the Customer No.field with 10000.

On the Lines FastTab, fill in the Service Item No. field 6.

4. On the Lines FastTab, click Actions > Line > Service Item

Worksheet.

5. On the Lines FastTab of the Service Item Worksheet window,

select Cost in the Type field and then click Actions > Functions >

Insert Starting Fee.

6. On the next line, select Cost in the Type field and then click Actions

> Functions > Insert Travel Fee.

7. Change the value in the Quantity field to “2”.

8. On the third line, select an empty option in the Type field.

9. In the No. field, click the AssistButton and then click Advanced.

10. In the Standard Text Codes window that appears, select the line for

Travel Expenses and click Related Information > Text > Extended

Texts.


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11. In the Action Pane of the Extended Text List window, click New.

12. In the Extended Text window, fill in the following fields:

On the General FastTab:

All Language Codes: Yes

Starting Date: “1/1/2009”

Ending Date: “2/28/2010”

On the Lines FastTab, type “Include accommodation payments”.

13. Expand the Service FastTab and verify that the Service Order check

box is selected.

14. Click OK and close the Extended Text List window.

15. Click OK in the Standard Text Codes window.

The program automatically inserts the extended text in the

Description field on the next line.

The Service Item Worksheet window will look like this.

FIGURE 5.27 RECORDING SERVICE COSTS


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Registering G/L Account Service Lines

The user registers a service line of the G/L Account type to add a fee to the

service order and charge the customer with it. In this case, specify the number of

the G/L account to which the fee will be directly posted.

To register an additional fee on the order, use the following steps:





4. Click an empty service line and select G/L Account in the Type

field.

5. Fill in the fields for this service line.


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Using Standard Service Codes

Apart from manual creation of service lines, the program allows the user to

automatically insert a predefined set of service lines into service documents. This

can be useful when a typical service is performed, and the user needs to create

service documents with service lines containing similar information. Use the

Standard Service Codes functionality to automate this process. This functionality

is used to fill out service documents faster by having the program automatically

enter a predefined set of service lines in the service document.

To get the feature to work properly, perform the following actions:

Set up standard service codes.

Define the service linked to the code.

Assign standard service codes to service item groups.

Setting Up Standard Service Codes

Standard service codes are used to create service documents with similar

combinations of service lines. Having set up standard service codes with standard

service lines linked to them:

Automatically insert service lines in service documents.

Assign the standard service codes to service item groups.

To set up standard service codes:

1. Go to Departments > Administration > Application Setup >

Service > General.

2. Under Lists, click Standard Service Codes.

3. In the Action Pane of the Standard Service Codes list place, click

New to create a new service code. The Standard Service Code

Card window opens.

4. On the General FastTab, specify the code, description of the service

it represents, and the currency linked to the code.

5. On the Lines FastTab, fill in the lines with the relevant information.


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FIGURE 5.28 SETTING UP STANDARD SERVICE CODES

6. Repeat steps 3 and 5 for each code you want to set up.

Any number of standard service codes can be set up. Each service code can have

an unlimited number of service lines of different types linked to it.

Assigning Standard Service Codes to Service Item Groups

Assigning standard service codes to service item groups is optional. Having not

assigned a code to a service item group will not prevent from using the code to

insert standard service lines in a document.

To assign standard service codes to service item groups:

1. Go to Departments > Service > Administration.

2. Under Contract Management, click Service Item Groups. The

Service Item Groups window opens.

3. Select a line for a specific service item group and click Related

Information > Group > Std. Serv. Item Gr. Codes.

4. Insert a new line. In the Code field, click the AssistButton to select

the desired service code. Press ENTER to have the program fill in

the Description field. Alternatively, fill in the Code field manually

with the existing standard service code.


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FIGURE 5.29 ASSIGNING STANDARD SERVICE CODES TO SERVICE ITEM GROUPS

5. Repeat step 4 for each code you want to assign to the service item

group. Each service group can be assigned several standard service

codes.

6. Repeat steps 3 to 4 for all the service item groups to which you want

to assign standard service codes.

Using the Get Std. Service Codes Function

After setting up standard service codes and assigning them to service item

groups, insert the standard lines linked to the standard service codes on service

documents. This can be done by using the Get Std. Service Codes function.

To create service lines automatically:


2. In the Service Orders list place, click New to create a new service

order.

3. Fill in the fields on the General FastTab.

4. On the Lines FastTab, fill in the service item line(s) with the

required information.

5. Select the line with the service item to create service lines for, and

click Actions > Functions > Get Std. Service Codes.


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FIGURE 5.30 GETTING STANDARD SERVICE CODES FROM THE SERVICE ORDER WINDOW

The program will open the Standard Serv. Item Gr. Codes window with the

standard codes for the service item group specified on the line.

6. In the window, select the appropriate code, and click OK to enter

standard service line(s).The program then inserts the relevant service

lines to the order.

FIGURE 5.31 THE SERVICE LINES WINDOW AFTER INSERTING THE STANDARD SERVICE LINES

NOTE: If the Service Item Group Code field on the service item line of the

document is blank, this means that the service item does not belong to any


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service item group. In this case, the Standard Serv. Item Gr. Codes window will

contain a list of all standard service codes set up in the program.

Select from this list to insert standard service lines in the document. You may

also filter the list so that it will show only the standard service codes assigned to

a specific service item group. To filter the list, specify the relevant value in the

Service Item Group Code field on top of the Standard Serv. Item Gr. Codes

window.


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Completing Service Orders

To perform all services on time the user has to be aware of all the document

changes. To keep both the user and the customer informed about the service

order and the service item status use the following functions:

Updating repair status and service order status

Notifying customers by e-mail

Updating Repair Status and Service Order Status

When all the service items have the Finished repair status, the program

automatically changes the service order status to Finished.

If there are still items with a repair status other than Finished and you

know that the service is completed, change the service order status

manually to Finished, provided that the existing repair status options

allow it.

The program then updates the status of the corresponding allocation

entries to Finished (refer to chapter 7 “Planning Management”).

Service Document Log

In the Action Pane of the Service Order window, click Related Information >

Order > Service Document Log to open the Service Document Log window.

In this window, you can view a list of the service order changes that the program

logged, for example, when the response time or service order status changed.

The Service Document Log window displays the changed field, the old value

and the new value, and the date and time when the field changed.

Notifying Customers by E-Mail

You can set up the program to send e-mail messages automatically notifying

customers when their service order is completed. Select the By E-Mail option in

the Notify Customer field in the Service Order window, and when you or the

program updates the status of a service order to Finished, an entry in the Service

E-Mail Queue window is automatically created.

If you set up the job queue to send e-mail messages, they are sent in the e-mail

queue (refer to chapter 11 “Job Queue”). However, you can also send these

messages manually from the Service E-Mail Queue window.

Use the Service E-Mail Queue window to:

Get an overview of the e-mail messages that the program created to

notify customers that their service items are ready.

Display:


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o The subject line

o The send-to address

o The date and time for all messages

o The status indicating whether the messages are sent and whether

they are sent successfully

Viewing the Service E-Mail Queue

To view the e-mail messages the program created:

1. Click Departments > Service > Order Processing.

2. Under Lists, Periodic Activities, click View E-Mail Queue.

3. In the View E-Mail Queue list place, double-click the line with the

needed e-mail queue to open the Service E-Mail Queue window.

In this window, you can view the status of each entry and the relevant subject

line.

Sending E-Mail Messages Manually

If the program is not set up to send e-mail messages to customers, or the program

cannot send a message because of an incorrect e-mail address, send e-mail

messages manually.

1. Open the needed service order.

2. On the General FastTab, select the By E-Mail option in the Notify

Customer field.

3. Change the status of the service order to Finished.

4. Click OK to the information message stating that the customer will

be notified as requested.

5. In the Action Pane, click Related Information > Order > E-Mail

Queue. The Service E-Mail Queue window opens.

FIGURE 5.32 THE SERVICE E-MAIL QUEUE WINDOW

6. Select the relevant line (for which the status is other than Processed)

and fill in the To Address and Subject Line fields if necessary.

7. In the Action Pane click Related Information > Queue > Send E-

Mail.

Alternatively, you can perform these actions from the View E-Mail Queue list

place.


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Service Order Statistics

In the Service Order Statistics window, before posting a service order:

Verify that the amounts are correct.

View information about the service lines that have been registered

for the order.

To open the Service Order Statistics window, click Related Information >

Order > Statistics in the Action Pane of the Service Order window.

FIGURE 5.33 THE SERVICE ORDER STATISTICS WINDOW

The Service Order Statistics window contains five FastTabs:

The General FastTab contains the general information about the

service order. The amounts are shown in local currency.

The Details FastTab presents information about the items, resource

hours and/or costs to be invoiced and consumed. The program uses

the Qty. to Invoice and the Qty. to Consume fields on the service

lines to produce the relevant information. The information on the

FastTab is presented in three columns, Invoicing, Consuming, and

Total. In the Total column, the program displays the total amounts

on the service order that result from adding the invoicing amounts to

the consuming amounts.

The Shipping FastTab displays information about the items,

resources and/or costs to be shipped. To provide the information, the


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program uses the values specified in the Qty. to Ship field on each

of the service lines.

The Service Line FastTab contains quantities and amounts

concerning all the service lines in the service order. All amounts are

shown for:

o Current resources

o Current items

o Miscellaneous costs

o Total sum

The fields on the Customer FastTab display the following

information:

o The Balance (LCY) field shows the balance on the customer's

account.

o The Credit Limit (LCY) consists of two fields that show

information about the customer's credit limit. The first field

shows, as an amount, the maximum credit that can be extended

to the customer for whom the service order is created. The

second field represents a progress bar showing the percentage of

the credit limit that the customer has used.


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Posting Service Orders

Posting an order implies forwarding the financial value of a transaction to

dedicated accounts in the general ledger. Additionally, quantity and financial

information about the transaction is forwarded to the so-called subsidiary ledgers,

such as customer and item entry ledgers (with associated value entries) that

among other things are used to calculate various service statistics.

Because any service transaction that involves selling items and resource hours to

a customer carries certain quantity and value (price and cost) information, in

Microsoft Dynamics® NAV the posting function is correspondingly divided into

three parts:

Shipment (quantity change)

Invoice (value change)

Consumption (quantity change)

Posting of an order can be done by registering the order shipment first, while the

order invoicing can take place at a later point in time. This gives companies a

great deal of operational flexibility and allows them to benefit from the

program’s functionality that supports this process.

This functionality includes:

The ability to combine several shipments in one invoice.

The opportunity to undo a quantity record for an already posted but

not yet invoiced shipment.

The combined option for shipping and consumption.

The opportunity to undo service consumption.

The service order must contain at least one service item line and one service line

before posting the service order.

To post service orders, do the following:


2. In the Service Orders list place, open the needed service order.

3. In the Action Pane of the Service Order window, click Actions >

Posting and select one of the following:

o Post - The program posts the order without printing a shipment

or an invoice.

o Post and Print - The program posts the order and prints a

shipment (if you ship the order without invoicing it) or both

shipment and invoice (if you ship and invoice the order).

o Test Report - The program checks all parts of the document and

presents the result in a report. If the report indicates any errors or

a lack of information, you must correct the problem. You can

then print a new test report.


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o Post Batch - The program posts a large number of service orders

with one try.

4. After the user has chosen whether or not to print the order, a window

appears showing the ways the posting order needs to be specified:

o Ship - The program posts shipment of the items.

o Invoice - The program invoices items that have already been

shipped.

o Ship and Invoice - The program invoices and ships the items.

o Ship and Consume - The program posts shipment and

consumption on the order and creates a new service shipment

document.

A window will appear showing the status of the posting process.

The service posting procedure includes the capability of partial posting. To post

service lines partially fill in the Qty. to Ship and/or Qty. to Invoice and/or Qty.

to Consume fields on the individual service lines of the service orders before

posting.

An invoice cannot be created for something that is not shipped. Therefore, before

you can invoice, there must be a registered shipment, or you must choose to ship

and invoice at the same time.

To view or edit dimensions for the service order click Related Information >

Order > Dimensions in the Action Pane of the Service Order window.

You can post consumption only if there is some not shipped and not invoiced and

not consumed quantity on the line.

When posting the order, the program creates the corresponding ledger entries and

posted documents. The program also updates the relevant fields in the service

order document.

Following is more detailed information on the specifics of each posting option.

Posting Shipment

From the Service Order window, post either a partial or a full shipment with the

quantity to be shipped specified on the service line:

1. Open the Service Order window for the service order to post.

2. On the Lines FastTab, click Actions > Order > Service Lines to

open the Service Lines window.

3. In the Service Lines window in the Qty. to Ship field, specify which

quantity must be posted.

4. Verify that the selected lines contain the correct information and

close the Service Lines window to return to the service order.

5. In the Action Pane, click Post.

6. In the window that appears, choose the Ship option.

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When running the Post Shipment function, the system creates a posted shipment

document. The system also updates other modules to reflect that to serve the

customer the following reserves have been spent:

Items

Costs

Resource

G/L Account

The posted shipment can be viewed by clicking Posted Documents > Posted

Service Shipments.

The Service Shipment feature supports the following functionalities:

Item tracking

Serial numbering

Therefore, from the Posted Service Shipment window, view:

Item tracking lines for the shipped items

Serial numbers inherited by the items through posting

Undoing Shipment

The program allows the user to undo the posted service shipment by using the

Undo Shipment function.

This function, which is run from the Posted Service Shipment window, allows

canceling the posted shipment lines. This is needed, for instance, when the

posting is done by mistake or contains erroneous information:

1. Click Posted Documents > Posted Service Shipments.

2. From the Posted Service Shipments list place, open the relevant


3. On the Lines FastTab of the Posted Service Shipment window,

click Actions > Shipment > Service Shipment Lines to open the

Posted Service Shipment Lines window.

4. Select the line created by mistake or containing erroneous

information and click Actions > Functions > Undo Shipment.

5. In the dialog window that appears, click Yes.

The program creates a balancing service shipment line in the document. The

values in the Quantity Invoiced and Quantity fields are equal to the

corresponding values in the initial line but with a minus. The program will also

generate the relevant ledger entries and update the relevant quantities on the

service line from which the shipment was posted.


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NOTE: It is impossible to undo a service shipment that is fully invoiced and/or

consumed. The user is also unable to undo the shipment invoiced in part.

However, it is possible to cancel a shipment that is partly consumed after

running the Undo Consumption function first.

The Service – Shipment Report

Use the Service -Shipment report to print service shipments. The program

allows printing either all shipments or selected shipments after they are posted.

The report shows:

Shipment number

Date

Item description

Quantity

Customer's name

Address

Contact number

Specify what is included in the report by setting filters. If the user does not set

any filters, the report will include all records.

On the Posted Service Shipment FastTab:

Fill in the standard field filters.

Or set additional filters by clicking Add Filter, and then clicking the

AssistButton and selecting the relevant filter(s).

Also determine what is shown in the report by filling in the fields on the Options

FastTab.

Fill in the following fields:

Posted Service Shipment FastTab:

o No.: Enter the numbers of the shipments to be included in the

document. To view the existing shipments, click the

AssistButton in the field that appears to the right.

o Customer No.: Enter the numbers of the customers to include in

the report. To view the existing customers, click the

AssistButton in the field.

o No. Printed: Here the user can enter a number to set a filter so

that only shipments that have been printed once before, for

example, or those that have never been printed are included in

the report.

Options FastTab


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o No. of Copies: Enter the number of copies of the shipment

(besides the original) to be printed. The copies will be marked as

Copy.

o Show Internal Information: Enter a check mark in this field for

the printed report to show information that is for internal use

only.

o Show Correction Lines: If the user enters a check mark in this

field, the correction lines related to undoing of quantity posting

will be shown on the report.

o Show Lot/Serial No. Appendix: Place a check mark in this field

to print an appendix to the service shipment report showing the

lot and serial numbers in the shipment.

To print out the document, click Print. To view the report on the screen before

printing, click Preview. To save your report and print it later, click Cancel (the

program automatically saves the report).

Posting an Invoice

This Service Posting functionality is used to charge the customer for a service

performed on a service order.

The invoice posting procedure results in the creation of a posted service invoice

document containing an invoiced value of the service order. When posting an

invoice, the system updates the related modules and creates the corresponding

ledger entries.

Following are the basic principles for invoicing the order:

An order can be invoiced fully or partially.

The relevant ledger entries are created.

When completely invoiced (meaning, there is no outstanding

quantity to invoice on any of the service lines), the service order is

deleted automatically.

To post an invoice from the service order:


2. From the Service Orders list place, open the service order to be

invoiced.


4. In the Service Lines window, on the required service lines, fill in the

Qty. to Invoice field with the quantities to be charged to the

customer. Note that the quantity to invoice cannot be larger than the

quantity already shipped from the order.

Specify the quantity that will appear on the invoice in the Qty. to Invoice field

on the service line:

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To invoice the customer fully, set the value in the Qty. to Invoice

field equal to the value in the Quantity field.

A full invoice can be posted together with a full shipment or for an already

posted full shipment which has been neither invoiced nor consumed before.

When posting a partial invoice, there are two ways of specifying the

quantity to invoice:

o If the user wants to post the service with the Ship and Invoice

option, the value in the Qty. to Invoice field must be equal to

that in the Qty. to Ship field.

o If the user wants to invoice an already posted shipment, the

quantity to invoice must equal the value in the Quantity

Shipped field.

Using Standard Service Codes for Filling in the Invoices

The program allows to post service invoices from service orders,and to create

service invoices manually. Using standard service codes allows inserting the

standard service lines linked to the standard service codes into a document.

To fill in the invoice using standard service codes:


2. Under Lists, click Service Invoices.

3. In the Action Pane, click New to create a new service invoice.

4. On the General FastTab, fill in the relevant fields.

5. On the Lines FastTab, fill in the service item line(s) with the

required information.

6. Select the line with the service item to create service lines for, and

click Get Std. Service Codes in the Action Pane. The Standard

Serv. Item Gr. Codes window opens with the standard codes for the

service item group specified on the line.

7. In the window, select the appropriate code, and click OK to enter

standard service line(s).The program then inserts the relevant service

lines to the invoice.

8. In the Action Pane, click Post.

9. Click Yes to the confirmation message that appears.

The program creates a posted service invoice and the corresponding ledger

entries.

Invoicing Posted Shipment Lines (Creating Combined Invoices)

The program allows the user to create a service invoice for the service that has

already been shipped either from one or several service orders. This is

accomplished by using the Get Shipment Lines feature.


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When the user runs the Get Shipment Lines function from the service invoice, the

program scans the database for shipments that have been neither invoiced nor

consumed yet. It prompts the user to select the needed shipments from the list of

the found ones, and then inserts the selected shipment lines in the service invoice

document.

To invoice posted shipment lines:


2. Under Lists, click Service Invoices.

3. In the Action Pane, click New to create a new service invoice.

4. On the General FastTab, fill in the fields with the customer

information.

5. On the Lines FastTab, click Actions > Functions > Get

Shipment Lines. The program opens the Get Service Shipment

Lines window displaying all the posted lines contained in the

shipment documents for the specified customer.

FIGURE 5.34 THE GET SERVICE SHIPMENT LINES WINDOW

6. To view the shipment that a specific line belongs to, select the line

and click Related Information > Line > Show Document.

7. In the Get Service Shipment Lines window, select the line(s) to be

included in the invoice, and then click OK to insert the service

shipment lines in the invoice.

8. In the Action Pane of the Service Invoice window, click Post to post

the service invoice.

The program creates a posted service invoice and the corresponding ledger

entries. It also updates the previously posted shipment documents with the

invoiced quantities. The Quantity Invoiced field on the corresponding lines of

the related service orders will also be updated as well.

NOTE: When a service order is completely invoiced by means of the combined

invoice function, the program does not delete it automatically. The user can do

this either manually or by using the Delete Invoiced Service Orders batch job.


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Service Invoice Reports and Batch Jobs

The Service – Invoice Report

Use the Service - Invoice report to print the service invoices. The user can print

either all invoices or selected invoices after they are posted. The printed report

shows:

The service invoice number

Order number (if the invoice posted from a service order)

Posting date

Due date

Payment terms

The customer's name

Address

VAT registration number

Information on the price

Amount due

The user can specify what is included in the report by setting filters. If the user

does not set any filters, the report will include all the records.

On the Posted Service Invoice FastTab:

Fill in the standard field filters.

Set additional filters.

To do this:

1. Click Add Filter, and then click the AssistButton to select the

relevant filter(s).

2. Select the data for the report by clicking the AssistButton in the field

for the selected filter.

3. Determine what is shown in the report by filling in the fields on the

Options FastTab.

4. To print the report, click Print. To view the report on the screen,

click Preview.

5. When printing the document, to print extra copies, fill in the No. of

Copies field. The copies will be marked as Copy.

Batch Post Service Invoices

The Batch Post Service Invoices batch job allows posting several service

invoices at a time. This can be an advantage if the user has a large number of

service invoices that must be posted. Before starting the batch job, choose which

invoices will be posted.

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It is important to enter all the necessary information on the service invoices

before they are batch posted. Otherwise it is possible that they will not be posted.

When the batch job finishes posting, a message appears showing how many of

the invoices have been posted (for example, 9 out of 10).

To run the batch job:

1. Open the Service Invoice window.

2. In the Action Pane, click Actions > Posting > Post Batch.

Define which invoices are included in the batch job by setting a filter on the

invoice number.

Set additional filters on the Service Invoice FastTab by clicking Add Filter, and

then clicking the AssistButton and selecting the relevant field(s).

Determine how the batch job is processed by filling in the fields on the Options

FastTab. Fill in the following fields:

Service Invoice FastTab:

o No.: Enter the numbers of the service invoices to be posted. If

the field is not filled in, all service invoices will be posted.

o Status: Here the user can specify the status of the service

invoices for the batch job to post. If the field remains blank, the

batch job will post all service invoices. To view the existing

status, click the AssistButton to the right of the field.

Options FastTab:

o Posting Date: Enter the date that the program will use as the

document and/or posting date if a check mark is in one or both of

the following boxes. If the posting date or document date on a

document is blank, the date in this field is used even if a check

mark is not placed in the relevant box.

o Replace Posting Date: Place a check mark in the box to replace

the service invoices' posting date with the date entered in the

field above.

o Replace Document Date: Place a check mark in the box to

replace the service invoices' document date with the date in the

Posting Date field.

o Calc. Inv. Discount: Place a check mark in the box for the

program to calculate the invoice discount amount on the service

invoices before posting. Click OK to start the batch job or click

Cancel to close the window.

Delete Invoiced Service Orders

In the program, orders are usually deleted after having been fully invoiced. After

posting an invoice, a corresponding entry is created in the Posted Service

Invoices window. The posted document can be viewed from the Posted Service

Invoice window.


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The program does not delete the service order automatically if the total quantity

on the order has been posted not from the service order itself, but from the

Service Invoice window. Then it might be necessary to delete invoiced orders

that were not deleted. You can do this by running the Delete Invoiced Service

Orders batch job.

To delete invoiced service orders:

1. Open the Delete Invoiced Service Orders batch job request

window.

2. To select the orders to be deleted, set filters in the No. (order

number), Customer No. and Bill-to Customer No. fields.

3. Click OK.

Posting Consumption

The following procedure describes how to post the items, resource hours and/or

costs used for a specific service operation for which the user will not charge the

customer.

It is not possible to post consumption before posting shipment and the user

cannot post consumption for lines where all quantity shipped has already been

invoiced.

NOTE: The user can post consumed items, hours and/or costs only for the posted

shipment that has no posted invoices or consumption.

To post consumption from a service order:

1. Open the Service Order window for the order to post consumption

for.


3. In the Service Lines window, find the required entries and in the

Qty. to Consume field, specify the quantities for which consumption

is being posted (the quantity cannot be larger than the quantity

already shipped and the quantity remaining not invoiced after partial

invoicing of this shipment).

NOTE: To have the program register consumption in the Jobs area, fill in the

Job No., Job Task No. and the Job Line Type fields on the service line.

4. Select the line(s) to post and click Post in the Action Pane. In the

window that appears, select Ship and Consume.

The program posts the service as consumed either partially or fully, depending on

the value in the Qty. to Consume field. It also creates the relevant ledger entries.

In addition, the program updates the previously posted service shipment


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documents chronologically with the consumed quantities. The relevant quantities

are updated on the service line(s) of the order.

The user can view the results of posting consumption in the Quantity Consumed

field of the Posted Service Shipment Lines window:


2. From the Posted Service Shipments list place, open the relevant


3. On the Lines FastTab, click Actions > Shipment > Service

Shipment Lines to open the Posted Service Shipment Lines

window.

Undoing Consumption

There might be a need to cancel the consumption on the service order because it

was posted by mistake.

To undo posted consumption:

1. Open the Posted Service Shipment window for which the erroneous

consumption was posted.


Shipment Lines.

3. In the Posted Service Shipment Lines window that opens, select the

line(s) containing incorrect consumption and click Actions >

Functions > Undo Consumption.

The program inserts a balancing service shipment line with negative values in the

quantity fields for the selected lines.

NOTE: The user is not able to undo the service consumption if the service order

has already been closed. It is also impossible to undo consumption that has been

posted to the Jobs area (meaning there are job ledger entries linked to this

consumption).

The results of undoing consumption can be viewed in the Posted Service

Shipment Lines window and/or the Service Order window.

Combined Posting Options

When the posting procedure includes not the only one operation, but combines

both shipment and invoicing or shipment and consumption, use the combined

posting options.


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FIGURE 5.35 COMBINED POSTING OPTIONS

Posting with the Ship and Invoice Option

The program ships the items and creates invoices for them automatically. It

creates a posted service invoice and the corresponding ledger entries. It also

updates the previously posted shipment documents with the invoiced quantities.

The Quantity Invoiced field on the corresponding lines of the related service

orders is also updated.

Posting with the Ship and Consume Option

The program posts shipment and consumption on the order. It updates the

relevant quantities on the service line(s) of the order and on the previously posted

service shipment document.


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Lab 5.5 – Creating a Service Quote and Estimating Work Hours

In this lab, you will practice creating a service quote and estimating work hours.

Scenario

A prospective customer has handed in a server and a monitor. The customer

wants to have an estimate of the repairs needed before deciding whether he or she

wants them serviced or not.

Challenge Yourself

Create a service quote and perform the estimations of work hours.

Need a Little Help?

1. Create a service quote for customer 30000.

2. Create service item lines for server and monitor.

3. Insert the quoted starting fee for the customer to pay.

Your name is Mary and you are working at CRONUS International Ltd as

technician. Take on the new service tasks and work on them.

4. Include comments on the new tasks.

Update the status of the service tasks to reflect that you are servicing

the server and the monitor.

5. For the server, you estimate 5 hours work. You also suspect that a

spare part is needed, and it will probably be item 80001. For the

monitor, you estimate 2 hours work, with no spare parts needed.

Insert service lines with this information.

6. Change the repair status of both items to reflect that you have

finished quoting the service.

As service desk employee, you notice that the service order is on

hold, and that the status of the quote is set to Finished. You call the

customer to find out if he wants the service to be carried out.

7. Inform the customer how much the service will cost.

Step by Step

Create a service quote.

1. Click Home > Service Quote.

2. In the Action Pane of the Service Quotes list place, click New.

3. On the General FastTab:

Customer No.: 30000

Click Yes to the check credit limit message that follows.

4. On the Lines FastTab, create two lines:

For the first line, select SERVER in the Service Item Group Code


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field.

For the second line, select MONITOR in the Service Item Group

Code field.

Work on service tasks.

1. On the Lines FastTab of the Service Quote window, click Actions

> Quote > Service Lines.

2. In the Action Pane of the Service Quote Lines window, click

Actions > Functions > Insert Starting Fee.

3. Click OK to return to the Service Quote window.

4. On the Lines FastTab, for both lines, change the value in the Repair

Status Code field to IN PROCESS.

5. Click the first line, and then click Actions > Line > Service Item

Worksheet.


in the following fields:

For the first line:

Type: Resource

No.: MARY

Quantity: “5”


Type: Item

No.: 80001

Quantity: “1”

7. In the Service Quote window, click the second line, and then click

Actions > Line > Service Item Worksheet.


in the following fields:

Type: Resource

No.: MARY

Quantity: “2”

9. On the General FastTab of the Service Quote window, change the

value in the Status field to Finished.

10. To view the results of the service tasks performed, in the Action

Pane, click Related Information > Quote > Statistics. The Service

Quote Statistics window opens.


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FIGURE 5.36 VIEWING THE SERVICE QUOTE STATISTICS


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Lab 5.6 – Changing the Repair Status

In this lab, you will practice changing the repair status.

Scenario

The customer has accepted the service quote created in Lab 5.5. The customer

asks for the service to be carried out at his or her site. He or she wants CRONUS

International Ltd. to service these items from now on.

Challenge Yourself

Convert the service quote to a service order and create service items for the

server and monitor to further work on service tasks.

Need a Little Help?

1. Convert the service quote created in the previous lab to a service

order and check the status of the service order and the service item

lines after converting the quote.

2. Create service items both for the server and the monitor, the server

has the serial number: PT45679 and the monitor: CT12346.

As a technician named Linda, you choose to work on these service tasks.

3. Change the repair status of the items to reflect that they are currently

being worked on.

You arrive at the customer’s site and start working on the service items. While

there, you find out that you can finish servicing the monitor, but not the server.

Therefore, you go back to the service center to pick up a spare part for the server.

4. Register a fault report for the monitor. The monitor is unstable; the

screen is flickering. You expect that repairing a number of electrical

parts will solve the problem.

Insert the relevant fault and resolution codes to reflect this.

5. Delete the service invoice line already inserted at the quote stage

registered for Mary and insert a service invoice line indicating that

you have spent 1 hour working on the monitor.

6. Change the repair status to reflect that service on the item is finished.

Step by Step

Convert the service quote to a service order and create service items.

1. Open the Service Quote window for customer 30000 created in the

previous lab.

2. In the Action Pane, click Make Order. Click Yes to the message

that follows. Click Yes to the check credit limit and check

availability messages.


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3. Go to Home > Service Orders and open the last service order in the

list.

4. On the Lines FastTab, for the first line fill in the Serial No. field

with “PT45679” and click Actions > Functions > Create Service

Item. Click Yes to the message that follows.

5. In the Fault Reason Code field, select DMO.

6. For the second line, fill in the Serial No. field with “CT12346” and

click Actions > Functions > Create Service Item. Click Yes to

the message that follows.

7. In the Fault Reason Code field, select DMO.

The Service Order window will look like this.

FIGURE 5.37 THE SERVICE ORDER CREATED FROM THE QUOTE

Work on service tasks.

1. On the Lines FastTab, change the value in the Repair Status Code

field to IN PROCESS for both lines.

2. Select the line for the monitor and click Actions > Line > Service

Item Worksheet.

3. Create a new line:

Type: Resource

No.: LINDA

Quantity: “1”

4. On the General FastTab of the Service Item Worksheet window,

fill in the following fields:

Fault Area Code: 6

Symptom Code: 5


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Fault Code: 653

Resolution Code: G

5. On the Lines FastTab, right-click the line created for Mary and

select Delete Line. Click Yes to the message that follows.

6. Go back to the General FastTab and change the value in the Repair

Status Code field to FINISHED.

The Service Item Worksheet window will look like this.

FIGURE 5.38 THE SERVICE ITEM WORKSHEET FOR SERVICE ITEM NUMBER 56


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Lab 5.7 – Registering General Cost and Posting the Service Order

In this lab, you will practice registering general cost and posting the service

order.

Scenario

Before doing this lab, the previous lab must be completed.

The customer wants the service to be invoiced as soon as possible. You need to

register general cost and partially post the service order.

Challenge Yourself

Register the service transaction that involves selling items and resource hours.

Need a Little Help?

1. Insert a travel fee for the service visit that applies to the service of

both service items (the order in general).

2. Post the service lines for work on the monitor, and the total cost so

far using the Ship and Invoice option.

3. You consume four items number 80219 when preparing the spare

part item 80001 for the installation of the server. You do not need to

invoice these items, post the items using the Ship & Consume option.

The technician goes to the customer’s site with a spare part for the server. On her

return, you need to register the work and an extra travel fee for the second visit.

4. Delete the service line for Mary’s work on the server and record four

hours for Mark and a travel fee for the server only.

You realize that two items of the four consumed could be returned.

5. Post the undo consumption, then change the items’ quantity and post

consumption for two items number 80219.

6. Change the repair status of the service order to Finished.

You have to complete and post the service order.

7. Post the service order with the Ship and Invoice option.

Step by Step

Insert a travel fee.



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2. Browse to the service order you worked on in the previous lab and

double-click it to open the Service Order window.


4. In the Service Lines window, on the next available line, fill in the

fields as follows:

Type: Cost

No.: TR_NORTH

Quantity: “1”

Post the service lines for work on the monitor.

1. In the Service Lines Filter field, select Per Selected Service Item

Line.

2. Select the lines for resource LINDA, Start Fee, Travel Fee, and click

Post in the Action Pane.

3. Select the Ship and Invoice option and click OK.

Post consumption on items number 80219.

1. Insert a new line in the Service Lines window:

Service Item No.: 55

Type: Item

No.: 80219

Quantity: “4”

Qty. to Consume: “4”

2. In the Action Pane, click Post and select the Ship and Consume

option.

3. To view the result of posting consumption, click Posted Documents

> Posted Service Shipments.

4. From the Posted Service Shipments list place, open the last posted

service shipment.

5. On the Lines FastTab of the Posted Service Shipment window,

click Actions > Shipment > Service Shipment Lines. The

Posted Service Shipment Lines window opens.


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FIGURE 5.39 VERIFYING POSTED SERVICE SHIPMENT LINES CREATED AS A RESULT OF POSTING CONSUMPTION

Register the work and travel fee for the server.

1. Go back to the Service Lines window.

2. Right-click the line for resource MARY and then click Delete Line.

3. Create two new lines using the information in the following table:

Service

Item No.

Type No. Quantity

55 Resource MARK 4

55 Cost TR_NORTH 1

Post the undo consumption and re-post the consumption with the needed

quantity.


2. Open the Posted Service Shipment window for the consumption of

four items number 80219.


Shipment Lines.

4. In the Posted Service Shipment Lines window that opens, select the

line for item 80219 and click Actions > Functions > Undo

Consumption.

5. Click Yes to the message that follows.


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FIGURE 5.40 UNDOING CONSUMPTION

6. Go back to the Service Lines window.

7. On the line for item 80219, change the value in the Qty. to Consume

field to “2”.

8. In the Action Pane, click Post and select the Ship and Consume

option.

Complete and post the service order.

1. On the General FastTab of the Service Order window, change the

status to Finished.

2. In the Action Pane, click Post and select the Ship and Invoice option.

3. To verify the created posted service invoice, click Posted

Documents > Posted Service Invoices.

4. In the Posted Service Invoices list place, browse to the last invoice

and double-click to open the Posted Service Invoice window.


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FIGURE 5.41 THE POSTED SERVICE INVOICE WINDOW


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Summary

Working on service orders includes the following procedures:

1. Creating service orders or quotes.

2. Recording service item lines and allocating resources to service

items if necessary.

3. Registering repair status and fault/resolution codes.

4. Posting service orders.

Within the chapter the following procedures are described:

Handling service tasks in the Service Tasks and Service Item

Worksheet windows.

Registering the details when working on a service order.

Creating and using standard service codes for automatic insertion of

predefined set of service lines into service documents.

Updating repair and service order statuses and notifying customers

by e-mail.

Viewing service order statistics.

The possibilities for service posting include:

Posting shipment

Posting invoice

Combined posting (posting with the Ship and Invoice/Ship and

Consume options)


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Test Your Knowledge

1. What must be done to record the progress of repair and maintenance work

when servicing service items and to keep track of the status of the service

orders as a whole?

2. Complete the following sentence:

A _________________ code describes the method of service item repair and

can be used along with the ______________ codes to determine which

possible repair method to use.

3. What are the three options the program suggests every time you register a

spare part for a service item with components?

4. True or False:

A nonstock item cannot be registered as a spare part on a service line.


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5. What must you do to divide the resource hours on the resource lines for the

service items if the same resource works on all the service items in the

service order?

6. Where do you register an alternative cost for the service of specific service

items? Select two possible variants:

( ) In the Service Tasks window

( ) In the Service Item Worksheet window

( ) In the Service Lines window

( ) In the Service Order window

7. True or False:

If extended texts are set up for standard texts, you can only insert extended

texts for service lines that include standard text codes.

8. What actions must you perform first before inserting the standard lines linked

to the standard service codes on service documents?


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9. Which posting option ensures posting a large number of service orders with

one try?

( ) Test Report

( ) Post Batch

( ) Post

( ) Post and Print

10. What function must you use to cancel the posted shipment lines when the

posting is done by mistake or contains erroneous information?


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Quick Interaction: Lessons Learned

Take a moment to write down three Key Points you have learned from this

chapter:

1.

2.

3.


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Solutions

Test Your Knowledge

1. What must be done to record the progress of repair and maintenance work

when servicing service items and to keep track of the status of the service

orders as a whole?

MODEL ANSWER:

To record the progress of repair and maintenance work when servicing service

items and to keep track of the status of the service orders as a whole, you must

update the repair status.

2. Complete the following sentence:

A _________________ code describes the method of service item repair and

can be used along with the ______________ codes to determine which

possible repair method to use.

MODEL ANSWER:

A resolution code describes the method of service item repair and can be used

along with the faults codes to determine which possible repair method to use.

3. What are the three options the program suggests every time you register a

spare part for a service item with components?

MODEL ANSWER:

Every time you register a spare part for a service item with components, the

program suggests replacing the component, creating a new one, or ignore.

4. True or False:

A nonstock item cannot be registered as a spare part on a service line.

MODEL ANSWER:

False: You can register a nonstock item as a spare part on a service line.

5. What must you do to divide the resource hours on the resource lines for the

service items if the same resource works on all the service items in the

service order?

MODEL ANSWER:

If the same resource works on all the service items in the service order, you must

split the resource line to divide the resource hours on the resource lines for other

service items.


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6. Where do you register an alternative cost for the service of specific service

items? Select two possible variants:

( ) In the Service Tasks window

(√ ) In the Service Item Worksheet window

(√ ) In the Service Lines window

( ) In the Service Order window

7. True or False:

If extended texts are set up for standard texts, you can only insert extended

texts for service lines that include standard text codes.

MODEL ANSWER:

True: If extended texts are set up for standard texts, you can insert extended texts

for service lines that include standard text codes.

8. What actions must you perform first before inserting the standard lines linked

to the standard service codes on service documents?

MODEL ANSWER:

You must set up standard service codes and assign them to service item groups

before inserting the standard lines linked to the standard service codes on service

documents.

9. Which posting option ensures posting a large number of service orders with

one try?

( ) Test Report

(√) Post Batch

( ) Post

( ) Post and Print

10. What function must you use to cancel the posted shipment lines when the

posting is done by mistake or contains erroneous information?

MODEL ANSWER:

Use the Undo Shipment function to cancel the posted shipment lines when the

posting is done by mistake or contains erroneous information.

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