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:
- Query for the relevant record in Customer Order
window.
- Right click on the Customer Order and select Service Request.
- 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 service contracts related to the
service and define it in Contract ID field along with its
details, if appropriate.
- 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.
- Click Save.
- If the customer has more service requests, repeat steps 2 through 10.
Enter a service request for a sales part on the customer order:
- Query for the relevant record in Customer Order
window.
- Add a new record in Order Lines tab, and Save.
- Right click on the record and select Supply/Service Object
and then select Service Request.
- In Service Request window, 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 maintenance organization that should execute this service
request in the Maint. Org. field. Use the List of Values to
select a suitable value.
- Click Save.
- If the customer has more service requests, repeat steps 3 through 8.