Enter Service Request

Explanation

Use this function when the customer wants to order a service, such as an installation or a repair, when he makes a regular customer order. It is possible to connect the service request to either a specific order line or to the customer in general. The activity is only possible to carry out if IFS Maintenance is installed, since it is there that service requests and work orders are handled.

Prerequisites

• IFS Maintenance must be installed.
• The customer order must have been saved.
• If the service request is being connected to an order line, and the Create SM Object check box is not enabled in Sales Part/Misc Part Info, then the Create SM Object check box must be enabled on the order line itself and the order line must be in status Released, Reserved, or Picked.
• The order and order line cannot have the Canceled status.

System Effects

A service request connected to a customer order is processed in IFS Maintenance. The SM Connection check box is checked in both Customer Order/References and Customer Order Lines. If the service request is connected to an order line, the check box in Customer Order/Order Lines is marked automatically as well, if the Create SM Connection check box in Sales Part/Misc Part Info is selected.

A note is written on the order confirmation stating that the customer's service request has been entered; an appendix containing the service request information is printed, together with the order confirmation.

When the service request (work order) has been performed, the work and spare parts create lines on the customer order and are ready for invoicing. If the customer order has been invoiced/closed, the status is set to partially delivered.

Window

Customer Order

Related Window Descriptions

Customer Order
Customer Order/Misc Order Info
Customer Order/Order Lines
Service Request
Service Request/General
Service Request/CO Information

Procedure

Enter a general service request for the customer:

1. Select Service Request... from the Operations menu. The Service Request window opens.
2. The customer name is entered automatically, in the General tab, as well as the information in the CO Information tab.
3. Select the General tab.
4. Fill in the information in the Contact Information group box. A description of the service requested by the customer is mandatory and should be written in the Short Description field. If there is a contact person, enter his/her name in the Contact field and the phone number in the Phone No field. A reference number can be added as well.
5. If possible, enter the site in the Site field and the ID in the Object ID field of the object that needs service.
6. Determine whether the customer has any agreement by selecting Customer Agreement... in the Operations menu. If there is an agreement, enter the identity in the Agreement ID field, if appropriate.
7. Enter the department that should execute this service request in the Executing Dept field. Either use List of Values for a list of the departments, or type the short name directly in the field.
8. Click Save.
9. If the customer has more service requests, repeat steps 2 through 8.

Enter a service request for a sales part on the customer order:

1. Save the line on the customer order.
2. Mark the line and select Service Request... from the Operations menu. The Service Request window opens.
3. The customer name is entered automatically, in the General tab, as well as the information in the CO Information tab.
4. Select the General tab.
5. Fill in the information in the Contact Information group box. A description of the service requested by the customer is mandatory and should be written in the Short Description field. If there is a contact person, enter his/her name in the Contact field and the phone number in the Phone No field. A reference number can be added as well.
6. Enter the department that should execute this service request in the Executing Dept field. Either use List of Values for a list of the departments or type the short name directly in the field.
7. Click Save.
8. If the customer has more service requests, repeat steps 3 through 7.