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:

1. Query for the relevant record in Customer Order window.
2. Right click on the Customer Order and select Service Request.
3. The Service Request window opens.
4. The customer name is entered automatically, in the General tab, as well as the information in the CO Information tab.
5. Select the General tab.
6. 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.
7. If possible, enter the site in the Site field and the ID in the Object ID field of the object that needs service.
8. Determine whether the customer has any service contracts related to the service and define it in Contract ID field along with its details, if appropriate.
9. Enter the maintenance organization that should execute this service request in the Maint. Org. field. Use the List of Values to select a suitable value.
10. Click Save.
11. If the customer has more service requests, repeat steps 2 through 10.

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

1. Query for the relevant record in Customer Order window.
2. Add a new record in Order Lines tab, and Save.
3. Right click on the record and select Supply/Service Object and then select Service Request.
4. In Service Request window, customer name is entered automatically, in the General tab, as well as the information in the CO Information tab.
5. Select the General tab.
6. 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.
7. Enter the maintenance organization that should execute this service request in the Maint. Org. field. Use the List of Values to select a suitable value.
8. Click Save.
9. If the customer has more service requests, repeat steps 3 through 8.