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.
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:
- Select Service Request... from the Operations menu. The
Service Request window
opens.
- The customer name is entered
automatically, in the
General tab, as well as the information
in the
CO
Information tab.
- Select the
General tab.
- 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.
- If possible, enter the site in the Site field and the ID in the Object ID field of the
object that needs service.
- 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.
- 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.
- Click Save.
- If the customer has more service requests, repeat steps 2 through 8.
Enter a service request for a sales part on the customer order:
- Save the line on the customer order.
- Mark the line and select Service Request... from the Operations menu. The
Service
Request window opens.
- The customer name is entered
automatically, in the
General tab, as well as the information in the
CO
Information tab.
- Select the
General tab.
- 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.
- 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.
- Click Save.
- If the customer has more service requests, repeat steps 3 through 7.