Enter Service Calls (SE30)

Enter Service Calls (SE30) – Parts

The Parts folder is used to enter Parts that are used for the current service call or estimate. The list below defines every field on the Parts folder:

Dispatch Information:

• Warehouse - Enter or select from the query the warehouse from which the inventory for the parts is relieved. Note: All Parts Used on a service call must come from the same warehouse. The technician’s default warehouse (as defined in Technicians (SE11)) is displayed, but may be overridden when the first detail line is entered. Once the first line is updated this field cannot be changed unless all of the details are deleted.

• Part Number - Enter or select from the query the product that was used on the Service Call.

  Parts used on a service call must exist in inventory and stock must be committed prior to closing the call.

  Once a Part Number has been selected, the Part's Description will appear below the field, and the pricing information will be updated.

• Quantity - Enter the quantity for the product used for the service call. Note: If product is being returned a negative value can be entered in this field.

  The quantity must be expressed in terms of the part's Stock Unit. It is assumed that if parts were used on the service call then stock must have been available, so the full quantity is committed. If the quantity available in the warehouse for the Part is insufficient, the quantity entered here will drive availability of the product into a negative status, and if the call is closed and the invoice generated and updated, On Hand for the product will likely drop into a negative status. Available quantities for both the warehouse entered for the Part Used and the main warehouse (if different for the Part warehouse) are displayed below the TAT and Price fields of the Parts Tab.

• TAT - This field is pre-populated with the TAT assigned to the Call Type (as defined in Call Types (SE14)) selected on the Dispatch folder, however, you can enter or select from the query a different TAT code.

  The TAT (Transaction Analysis Table) code allows you to configure Part Number records in such a way to support, for example, no charge replacement of goods, so that they not have the same effect on sales analysis files and inventory balances as do regular Part Number records. In the case of a replacement of a defective part you previously supplied, a no-charge part number record on a service call invoice will reduce the product’s quantity on hand but will not update the sales dollar fields in the sales files. This ensures that the advanced statistical information that Enterprise collects against your Part Number inventory accurately reflects the activity that is recorded against it and is not significantly skewed by incidents such as defective replacement parts. For more information on the use of the Transaction Analysis Table in terms of its affect on the Invoicing, Inventory Control and Sales Analysis systems click here .

  Special TAT Codes

  If the part is covered under warranty, use the TAT code WAR which will discount the line 100%, and enable access to the Warranty Button which is used to enter Manufacturer information necessary for processing a warranty claim. The Manufacturer information is printed in the Parts Warranty Claims report, and is used to generate an invoice to the manufacturer if the Sales Office is configured to Generate Warranty Invoices. Parts entered on an estimate should use the TAT code EST. This insures that stock isn’t committed for the estimate.

• Price - The Price for the product is determined by Enterprise’s standard Pricing Logic. You can override the Price if desired.

• Per - The Per for the product is determined by Enterprise’s standard Pricing Logic. You can override the Per if desired.

  The Per or Price Per U/M divides the Price down to a price that matches the Stock Units using the value of the Pricing Factor associated with that U/M from the Unit of Measure table. For example, an item you wish to Price by the dozen but is stocked by the each requires a Price Per U/M with a Pricing Factor of 12.

  The Per field for a new parts line will default to the Price Per U/M assigned to the part number's Inventory Master record. If you are modifying an existing line the previously updated per will be displayed in the field.

• Disc - The Discount for the product is determined by Enterprise’s standard Pricing Logic as well as TAT code assigned to the Call Type assigned on the Dispatch folder.

  If the Equipment on the Service Call is covered by an active contract set up in Contract Maintenance(CT30), the discount field will default to 100% in the following conditions:

  • If in the Service Folder of Contract Maintenance the Parts are Included flag is set, and the Part Number does not exist in the Excepted Parts list box.
  • If in the Service Folder of Contract Maintenance the Parts are Included flag is not set, but the Part Number does exist in the Excepted Parts list box.

  The pricing routine will examine the pricing files to pick up the best price per the best price flag settings for the customer's record in the Customer Master Pricing area. Specials or common quotes that are based on a discount from the list (first quantity break) price are displayed such that the first quantity break price is in Price field and the Discount available is displayed in this field.

  If the default Discount percent is overridden, that percent is applicable to this Service Call Parts detail line only. The discount percent assigned at the point of entry is retained for the life of that Service Call detail line (i.e., that is the discount applied on the customer invoice even if pricing table entries have since changed).

  A Discount reduces the Price by the percentage discount. For example, a 3% discount on a Price of $100.00 will result in a line Extension of $97.00. The discount value can be represented as a straight, fractional or chain discount as shown in the following examples:

  • Straight Discount: 33
  • Fractional Discount 33.333
  • Chain Discount 30/10/5

  The invoice pricing routine will calculate the discount amount based upon the product’s list (first quantity break) price unless the Price was also overridden on the parts detail line.

Note: Once the information is updated one or both of the following product pop ups will display depending on the product type and/or the call type.

Commit Lots and Serial Numbers

• If the product you enter is serialized, lot controlled or the warehouse you have selected is multi-bin, the ‘Commit Lots and Serial Numbers’ panel is displayed. You must enter the appropriate information in this panel before the line is updated. For more information about Commit Lots and Serial Numbers panel click here.

Once the product is updated the Serial button becomes available when the record is recalled to the entry position. Click the Serial button open the Commit Lots and Serial Number panel for editing.

Manufacturer Warranty Info

If the Call Type for the selected Equipment is assigned to the ‘WAR’ TAT code, the Manufacturer Warranty Info panel displays. The manufacturer warranty window may be launched from the Parts, Time, or Other Charges folders to enter additional information needed to produce a warranty report. A warranty file record is created during the Invoice Listing and Creation (SE42) update after which the Parts Warranty Claims (SE54) report can be printed to facilitate the submitting of warranty claims to the manufacturers. An Account Receivable invoice may also optionally be created for the warranty claim, and AR reporting can be separated from regular receivables by using a different bank code for manufacturers. The option to generate manufacturer warranty claim invoices is set in the Sales Office (SE01) maintenance program.

• The following lists every field in the Manufacturer Warranty Info panel:
  • Manufacturer - Enter or select from the query the manufacturer of the product entered. Manufacturers are maintained in Maintain Customer Master (SU13).

    In order to relate the different General Ledger codes used for parts and labor repairs covered by warranty, the manufacturers are entered as customers in Maintain Customer Master (SU13). They are assigned a different Bank account to isolate these invoices from regular customer's invoices. The Customer type, set to '8', is used to relate the manufacturer to the GL posting table in Company Control Initialization (CC00), IN2 folder.

  • Manuf. Reference - Enter a maximum of 20 characaters in this field. The Manuf. Reference field can be used to enter any code supplied by the manufacturer to process a claim, such as the manufacturer’s product code for the Part covered under warranty. The Reference will print on the Warranty Claim Invoice. This is a mandatory field.

  • Description - Enter a Description for a maximum of 30 characters. This field may be used to enter a description of the reason for replacement of the part. Information printed here will print on the Warranty Claim Invoice.

  • Quantity - Enter the quantity being claimed under the warranty. The Quantity and Unit Price fields are not required to process the claim; the Extension may be entered instead.

  • Unit Price - Enter the unit price of the part being claimed under the warranty. The Quantity and Unit Price fields are not required to process the claim; the Extension may be entered instead.

  • Extension - If you have entered a Quantity and a Unit Price the Extension is automatically calculated by multiply the Quantity times the Unit Price and cannot be changed. If you have not entered a Quantity and/or Unit Price you can enter the Extension. When the invoice is generated through Invoice Listing and Creation (SE42) a quantity of 1 reported on the invoice with the entered Extension as the unit price.

  • This panel also contains an ‘OK’ and ‘Cancel’ button.
    • Click the ‘OK’ button to update the entered information and close the panel.
    • Click the ‘Cancel’ button to ignore any changes and close the panel.

    Once the product is updated the Warranty button becomes available when the record is recalled to the entry position. Click the Warranty button open the Manufacturer Warranty Info panel for editing.

  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 Part Number
  Delete		The Delete button deletes the currently recalled Part Number. Note: You cannot delete Part Numbers under the following conditions. The product has already been invoiced through Invoice Listing and Creation (SE42). The Service Call has been closed. The Service Call has already been issued and invoice. Note: If the Service Call has been closed and/or an invoice has been issued you can still recall the issued invoice and reverse the close. Once this is done, you can delete the part.
  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 that do not contain defaults but does not clear the Service Call. This action enables you continue maintenance on the Parts folder for the currently select equipment for the current Service Call.
  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 with missing mandatory fields. If the service call that have 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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