Enter Service Calls (SE30)
Enter Service Calls (SE30) - Dispatch
The Dispatch folder contains information related to the characteristics selected in the Header record. The list below defines every field on the Dispatch folder:
- Contact - Enter up to 20 characters for the Contact name. Note: If the CT (Contract Billing) module is installed, and a contract exists for the selected customer/location/equipment/serial number combination entered in the header section, the Contact entered on the Service Program folder of Contract Maintenance(CT30) displays in this field.
- Tel/Extension - Enter up to 15 characters for the Telephone number and Extension of the Contact. Note: For new Service Calls, the default will be assigned in the following sequence:
- When the Customer Code is entered, this field is defaulted to the Customer’s Telephone Number set up in Maintain Customer Master (SU13).
- If a valid Location Code is entered, this field is defaulted to the Ship To Code’s Telephone Number set up in Maintain Ship-To Addresses (SU14).
- If the CT (Contract Billing) module is installed, and an active contract exists for the Equipment, this field is defaulted to the Telephone number in the Service Program folder of Contract Maintenance (CT30).
The default can be over-ridden with a maximum of 15 characters for the Service Call being entered.
- Fax - Enter up to 15 characters for the Fax number. Note: If a Fax number exists in Maintain Customer Master(SU13) for the entered Customer it is displayed in this field.
- Type of Call - Enter or select from the query the Type of Call. This field defaults to the Call Type entered in the Service/Repair panel of Company Control Initialization (CC00). The Type of Call field categorizes the call for reporting purposes and defines the call as being an Estimate, Preventative Maintenance or any other type. Call Types also determine the default TAT code for parts used on the call. Once a call has been entered with Parts used, if the Type of Call is changed to a different Call Type with a different default TAT code, the message 'The TAT codes for Parts Used will be changed from xxx to yyy. OK'. Once you click 'OK' on this message the TAT code for all of the uninvoiced lines on the Parts will automatically be updated with the new TAT code. For more information about Call Types click here.
Note:
The following rules apply to Call types that are either flagged as ‘Preventative Maintenance’ or ‘Estimate Only’ in Call Type (SE14).
- If the Type of Call is flagged as ‘Preventative Maintenance’ the PM folder is available.
- If the Type of Call is flagged as ‘Estimate only’ entry is treated the same way as regular service calls. The Call Type should also be configured with a default TAT Code of EST, which is created by the system during the SE initialization process. This TAT code will ensure that Parts Used entered on the estimate will be priced correctly, but will not reserve the parts in inventory.
When entering an estimate, the parts, time, other charges, job description are entered prior to printing the estimate.
Folder 6 (Dates) of Enter Service Calls (SE30) can be used to enter estimate-specific dates such as the authorization, estimated completion date, actual completion date and time.
The Estimate may be printed and/or faxed to the customer either through Folder 7 of Enter Service Calls (SE30), by clicking the Send To, or by running the Print Service Calls (SE34) program from the menu.
If the customer authorizes the work to be done, the Estimate can be converted into a regular open service call by recalling the estimate in Enter Service Calls (SE30) and changing the Call Type to a type not flagged as being for estimates only. This new Call Type will likely be configured with a default TAT Code which updates inventory. This action displays the warning message ‘The TAT codes for Parts Used will be changed from EST to xxx’. The system will then adjust the TAT codes for any Parts Used and attempt to allocate inventory
Tax Lic 1 - Enter up to 21 characters in this field. Note: The Tax License 1 field defaults to the Tax License 1 set up in the OE/AR folder of Maintain Customer Master (SU13) but may be overridden here. The tax license will be passed to the Direct Bill invoice generated from the Invoice Listing & Creation (SE42) program for printing on the invoice if desired.
Tax Lic 1 - Enter up to 21 characters in this field. Note: The Tax License 1 field defaults to the Tax License 2 set up in the OE/AR folder of Maintain Customer Master (SU13) but may be overridden here. The tax license will be passed to the Direct Bill invoice generated from the Invoice Listing & Creation (SE42) program for printing on the invoice if desired.
Quick Code - Enter or select from the query the appropriate quick code to describe the Service Call. Quick Codes are used for frequently occurring reasons for a service call. As each Quick Code is selected, the Quick Description text associated with that code is added to the Details list to the left of the Quick Code. For more information about Quick Codes click here.
Details - If you are not using Quick Codes enter the a free form description in this field. This is a mandatory field and must either be populated with a Quick Code description or one that you have manually entered.
Call Date
- When a new Service Call is entered, this date defaults to your servers system date but can be edited. The Call Date and Time are used in the calculation of response time for a call for statistical reporting.
Time - When a new Service Call is updated for the first time, if this field is blank it will be assigned the current system time from your server. The Call Date and Time are used in the calculation of response time for a call for statistical reporting.
Payment Method - Enter or select from the query the appropriate Payment Method for the current Service Call. The Payment Method is controlled by the Terms Code applied to the entered customer on the OE/AR folder of Maintain Customer Master (SU13). If an EFT type of payment method is selected for the current Customer the Details button  is available. You must click the Details button and enter the appropriate information.
Service Call Payment Method Details
The list below defines every field on the Service Call Payment Method Details panel:
- Payment Method - Enter or select from the query the desired EFT payment method. This field defaults to the selected Payment Method on the Dispatch folder.
- Card Number - Enter a maximum of 25 numbers for the credit card number. This is a mandatory field.
- Card Holder Name - Enter a maximum of 40 characters for the Card Holders’ name. This is a mandatory field.
- Expiration Date - enter the month and year for the expiration of the credit card. Note: If you enter a month and year that has expired the message ‘This date is already expired!’ OK’ displays. Click ‘OK’ to clear the message and enter a valid month and year.
- Telephone - Enter a maximum of 20 characters for a contact telephone number.
- Extension - Enter a maximum of 10 characters for the extension of the contact.
- Click the OK button
 to submit and close the panel or click the Cancel button  cancel the entry and close the panel.
Technician - Enter or select from the query the primary technician for the call. Note: Labour charges may be entered for any number of technicians on a call in the Time folder, but the technician entered here will set the defaults for the Time folder.
Note: If the CT (Contract Billing) module is installed, and an active contract exists for the equipment, this field will default to the Technician field of the Service Program folder of Contract Maintenance (CT30).
Field Rate - Enter or select from query the default Field Rate to be used by the Time folder. This field will default to the Rate Code entered in on the Service/Repair panel of Company Control Initialization (CC00). Note: If the CT (Contract Billing) module is installed, and an active contract exists for the equipment, this field will default to the Field Rate field of the Service Program folder of Contract Maintenance (CT30).
Travel Rate - Enter or select from the query the default Travel Rate code for the call. This is mainly a reference field. Note:
If the CT (Contract Billing) module is installed, and an active contract exists for the equipment, this field will default to the Travel Rate field of the Service Program folder of Contract Maintenance (CT30).
Customer P.O. No - Enter a maximum of 12 characters in this field. This is a mandatory field if the Customer is set up to require P.O. numbers in Maintain Customer Master(SU13). The Direct Bill Invoice generated by the Invoice Listing and Creation(SE42) program will be assigned this Customer P.O. Number.
Dispatch Date - The Dispatch Date and Time fields can be automatically set by clicking on the Dispatch Now button  , or by dispatching a call from the Dispatch Query This field is automatically cleared by clicking on the Un-Dispatch button  . The Dispatch Date and Time fields may also be manually maintained. Note: Entering or selecting a date prior to the current system date causes the message ‘Dispatch Date and Time is earlier than the Call Date and Time – response time will not be calculated for this service call. OK’. Clicking ‘OK’ clears the message and the record is updated with the current information. You should change the Dispatch Date to a date to one equal to or greater than the current Call Date and update the record again.
Time The Dispatch Date and Time fields may be automatically set by clicking on the Dispatch Now button , or by dispatching a call from the Dispatch Query.
Note: A valid technician must be entered. Estimates cannot be dispatched. If the Customer requires a P.O. number, it must be entered prior to dispatching the call. An Update is automatically performed after the call has been dispatched.
This field is automatically cleared by clicking on the Un-Dispatch button . The Dispatch Date and Time fields may also be manually maintained. . Note: Entering time prior to the current call date time causes the message ‘Dispatch Date and Time is earlier than the Call Date and Time – response time will not be calculated for this service call. OK’. Clicking ‘OK’ clears the message and the record is updated with the current information. You should change the Dispatch Time to one equal to or greater than the current Call Time and update the record again.
Note: A Service Call may not be un-dispatched once an invoice has been generated for it through Invoice Listing and Creation (SE42).
Equipment History - The Equipment History box displays information on prior service activity for the equipment.
Rescheduled - Selecting the Rescheduled option flags a Service Call as having been rescheduled. When the Service Call is updated in Invoice Listing and Creation (SE42), the technician’s statistics file is updated with the information. Technician’s statistics can be printed by running the Technician Activity (SE50) report.
Callback
- You can select the Callback option if the customer calls back because the repair was not successful. When the Service Call is updated in the Invoice Listing and Creation (SE42), the technician’s statistics file is updated with the information. Technician’s statistics may be printed by running the Technician Activity (SE50) report.
The following table outlines the functionality of each button on the bottom of the Enter Service Call panel:
| Button Label |
Icon |
Functionality |
| Update |
 |
The Update button saves the information entered for the current folder. The Update cannot be performed if any of the mandatory fields are missing information.
Note: If you do not click the Update button before moving to another folder in SE30 the message ‘Save service call changes? Yes/No’ displays. Clicking ‘No’ ignores any changes to the current folder and opens the Parts folder. Clicking ‘Yes’ saves the changes and open the Parts folder. |
| Delete |
 |
The Delete button opens the ‘Which section of service call do you wish to remove?’ pop up. This panel contains the following options for deletion:
- C – Remove the complete Service Call. This option deletes all of the information from all of the folders and removes the service call from the system.
- E – Remove the current recalled Equipment. This option deletes the currently selected Equipment and all of details entered for the equipment in all of the folders.
- P – Remove PARTS to selected equipment. This option deletes all of information entered in the Parts folder for the selected equipment.
- T – Remove Time to selected equipment. This option deletes all of the information entered on the Time folder for the selected equipment.
- O – Remove OTHER CHARGES to selected equipment. This option deletes all of the information on the Other Chrgs folder for the selected equipment.
- J – Remove JOB DESCRIPTON to selected equipment. This option deletes all of the information on the Job Desc folder for the selected equipment.
Once you have selected the desired option, click the ‘OK’ button on the panel to complete the deletion. To close the panel without deleting any information for the current record, click the ‘Cancel’ button.
Note: If the service call has been flagged to issue an invoice or is closed the message displays, `This service call has been flagged to issue a invoice! Only items entered after the issue will be deleted. OK`. If you wish to delete information from the current service call you must reverse the close and the invoice.
|
| New |
 |
The New button clears the current service call . You can enter a new service call or recall an existing service call.
|
| New Record |
 |
The New Record button clears all of the fields on all of the folders that do not contain defaults but
does not clear the Service Call. This action enables you to enter additional equipment for the current Service Call.
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| Dispatch Query |
 |
The Dispatch Query button is used to locate a specific service call, or to dispatch calls without opening the call in SE30. The Dispatch Service Calls browser contains the following information and functionality:
- A list box that contains the Customer, Technician, City, Type, Equipment, Status (if the service call has been dispatched ‘Disp’d’ displays in the column), Call Date and Time.
- Undispatched - When this radio button is selected only un-dispatched calls display..
- All Calls - When this radio button is selected all calls are displayed.
- Sort by - Gives you the option to select one of multiple sort methods to review the open calls the list box though a drop list .
- Displays Customer and Contact information for the selected service call.
- Displays the details entered for the selected service call.
- Select - The Select
 button opens the selected service call in the list box in SE30.
- Dispatch Now - The Dispatch Now button sets the status of the selected service call in the list box to ‘dispatched’.
Note: Service Calls cannot be dispatched:
If the service call is an estimate.
If the service call contains missing mandatory fields.
If the service call is already been dispatched.
If the service call is closed.
If the service call is for a customer that is on a credit hold.
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SE30/Dispatch
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