Service (SE) Typical Cycles

Service Calls:

  1. Service Call Entry (SE30)
    • Enter and maintain service calls and estimates.
    • View service history the History folder.
    • View call summary on the Dispatch folder.
    • View existing service calls via the Service Call query or the Dispatch Query button.
    • Release from credit hold requires a password. Passwords are set up in Password Overrides (CC04).
    • Print, fax or email using the Send To button on the Close folder.
    • Dispatch a call to a technician using the Dispatch Now button on the Dispatch folder.
    • Cancel a dispatched call by clicking the Un-Dispatch button on the Dispatch folder or by manually clearing the dispatch date and time fields on the Dispatch folder.
    • Enter parts, time and other charges.
    • Produce an invoice at any time to bill the expenses previously entered. A last invoice is automatically created when the call is closed.
    • Process warranty claims.
    • Update the preventative maintenance schedule.
    • Invoice parts, chargeable labor or miscellaneous charges by clicking the Issue Invoice button on the Close folder.
    • Correcting a previously invoiced line is done by entering a new line with a positive or negative value. You cannot modify a parts/time/other charges detail record that has been previously invoiced.
    • Closing a call is initiated by clicking the Close Service Call button on the Close folder.
    • Reverse a close or an invoice by recalling the service call in SE30.

  2. Service Call Print (SE34)
    • To print, fax or email batches of open service orders and estimates.

  3. Invoice Creation & Print (SE42)
    • Prints a complete listing of all service calls and estimates that have been flagged as 'Issue Invoice' or 'Close Service Call' since the last time SE42 was run.
    • Invoicing charges are printed for each call and are summarized by parts, time and other charges. Total accounts receivable and warranty claims are also provided.
    • Once accepted, a direct bill invoice is generated for each service call on the report.
    • If the service sales office is configured to generate warranty invoices, a second invoice is prepared to charge the manufacturer with the warranty charge and the original charge to the customer is automatically made No Charge.
    • Estimates do not generate invoices or update SE statistical files, but if closed they are transferred from the open service calls files to the service call history files and are removed from the open service calls files.

Service Call Generate:
Service calls are generated daily, weekly, bi-weekly or monthly depending on the contract structures.

  1. Contract Preventive Maintenance Due Report (CT50)
    • Prints all contracted equipment set up with a preventative maintenance schedule that is due for a PM visit.
    • Upon acceptance of the report if 'Yes' is selected, the service calls are created in SE30.

Displays:

  1. Service Call History Consolidated Query (SE45)
    • Displays service call details from history, including parts, labor and other charges details.
    • View each invoice in detail by launching the Invoice History Consolidated Query (IN45).
    • Call can exist in both SE30 and SE45 if an interim invoice has been generated for the service call but the call has not been closed.

Reports:

  1. Technicians Activity Print (SE50)
    • Prints a summary for each technician’s activity for the current or next period.

  2. Callback & Alert Print (SE51)
    • Prints service calls from history for any equipment with xx number of calls within the last xx days. The 'number of calls' and 'number of days' are mandatory restrictions which must be entered before the report can be run.

  3. Activity Print (SE52)
    • Prints summary information for each service call printed, such as dispatching information and call date and time. The report can be run for Open Service Calls or for Service Calls in History.

  4. Parts Usage Detail Print (SE53)
    • Prints parts used on service calls for closed/invoiced service calls.
    • Used to restock the technician’s/service warehouse’s stock of parts by using the appropriate sort sequence.
    • Provides the option to clear the Parts Usage Detail file. Note: If you run and clear the report daily, it can be used to print parts used the previous day and therefore need to be restocked.

  5. Parts Warranty Claim Print (SE54)
    • When printed, used as a guide to submitting warranty claims to the manufacturer/supplier.

  6. Alert Print (SE55)
    • Prints service calls from history for any equipment with a certain number of calls within the last xx days.

  7. Service Calls on Credit Hold Print (SE57)
    • Prints a listing of all service calls currently on credit hold.

  8. Service Call History Print (SE60)
    • Prints closed service calls in history.

Purge:

  1. Service Call History Purge (SE90)
    • Periodically the history files should be cleared of old calls to control the size of the history files. History is deleted by date invoiced (the last invoice against the service call must be dated prior to the operator-entered deletion date).

 
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