Header Record (SE30)

Depending on whether the current record is new or pre-existing, the options for entering information in the header section and possible messages will vary:

1. Setting up a New Service Call:
   • Customer - enter a Customer code. You must enter an existing Customer code in this field; Customer codes are maintained in Customer Master (SU13).

     Once a Customer code is entered, the system performs a credit and delinquency check. If the check fails, a message window displays with the following options:

     • Put on Hold – the service call is created but the call may not be dispatched, or parts and time may not be allowed to be put against it.

     • Release from Credit – ignore the credit check warning and proceed with the service call as normal. This option requires a password to be entered. The password must be set up in Maintain Override Passwords (CC04).

     • Cancel Entry – do not proceed with entering the service call.

     Select one of the options and click OK.

     Note: As the A/R value of a service call is not finalized until the call is closed, open service calls are not reflected in the customer’s total shippable value and have no affect on credit limit checks on the customer. The invoice generated by the Invoice Listing and Creation (SE42) will be reflected in the customer’s A/R total as for manually entered invoices.

     Service calls on Credit Hold may not be dispatched, invoiced or closed.

     For a listing of all service calls currently on Credit Hold, run the Service Calls on Credit Hold (SE57) report.

     Note: If a customer is currently on a Delinquency and/or Credit Limit Hold and you create a new Service Call, open an existing Service Call or recall a Contract for the customer, you can release the Credit Hold in SE30 for the current Service Call. The following warning messages automatically display (as applicable):

     • 'Customer has exceeded their credit limit.'
     • 'Customer's account is delinquent!'.

     You have 3 options available in both scenarios:

     • Put on Hold - the Service Call is put on Hold and SE30 stays open.

     • Release from Credit - you must enter the SE30 password in Maintain Override Passwords (CC04). The Service Call is released from Hold.

     • Cancel Entry - clears all of the fields in SE30.

     Once you make your selection, click OK to close the warning message.

   • Location - enter or selection from the query a Location. This field can contain an alternate Ship-to Address for the Customer or can be left blank. Ship-to Addresses are maintained in Ship-to Addresses (SU14).

     Once you tab out of the Location field, the system checks for existing service calls for the same customer/location combination. If other service calls exists for the current customer/location, the following message displays: "There are (x) other open calls for this customer and location. OK". This is only a warning message to alert you to the open calls for the customer/location. Once you click OK, the message is cleared and you can continue entering the pertinent information.

   • Equipment - enter or select from the query the equipment (product) that pertains to the current record. Note: The drop list is only available for existing records that contains multiple pieces of equipment.

   • Serial No. - enter the Serial Number associated with the Equipment field, as required. This is not a mandatory field. The serial number for a piece of equipment on a service call is independent of the set up in Maintain Inventory Master (IM13) and of Enterprise’s Inventory Control system. You can enter a serial number for any type of equipment regardless of whether or not the Equipment code is set up in IM13 to require a serial number. The system does not verify whether the serial number exists in inventory.

   • Service Call - this field displays '00000' until the appropriate information is entered on the Dispatch folder and the record is updated. Once the record is updated, the system assigns a service call number.

   • Credit Hold - this field is for display purposes only. If the Customer entered is flagged for Credit and/or Delinquency hold and the option 'Put on hold' is selected when the Customer code was entered, this check box is automatically selected.

   • Contract Info - this text box will only be populated if the CT (Contract Billing) module is installed. Once the Equipment and Serial Number fields are completed, a search is performed by the system to determine whether an active contract exists for the Customer/Location/Equipment/Serial No. record. If a contract is found, it is displayed in the Contract Info box. Note: The contract controls whether Parts and Labour are covered under the contract, and also defaults the primary technician and rate fields.

2. Recalling an Existing Service Call:
   • Service Call - enter or select from the query the Service Call you want to recall.
     • If the Service Call is already closed, the following message displays: "This call is already 'Closed'! Do you wish to reverse it. Yes/No".
       • Select No to close the message and clear the Equipment field. You can enter new equipment and serial information and update any of the folders. Note: If you select existing equipment and serial numbers for the selected service call you will not be able to modify existing information on the Parts, Time and Other Chrgs folders. You can, however, add new records to these folders for the selected equipment/serial number.

       • Select Yes to reverse issue the Invoice. The following message displays: "Reverse issued Invoice also. Yes/No".

       • If you select No, the message is cleared and another message displays: "Close of Service Call Reversed. OK". Once you click OK, the message window closes and you can enter new equipment information in the header section and on the Details folder. Note: If you select existing equipment and serial numbers for the current service call, you will not be able to modify existing information on the Parts, Time and Other Chrgs folders. You can, however, add new records to these folders for the selected equipment/serial number.

       • If you select Yes to reverse the Invoice, the following message displays: "Close of Service Call Reversed. OK". Once you click OK, the message window closes and you can enter new equipment information in the header section and on the Details folder as well as modify detail information for any of the existing equipment/serial numbers.

     • If the Service Call is already flagged to 'Issue Invoice', the following message displays: "Invoice Already issued! Do you wish to reverse it. Yes/No".
       • Select No to close the message window and clear the Equipment field. You can enter new equipment information on the header and detail folders. Note: If you select existing equipment and serial numbers for the selected service call you will not be able to modify existing information on the Parts, Time and Other Chrgs, folders. You can, however, add new records to these folders for the selected equipment/serial number.

       • Select 'Yes' and the following message displays: "Invoice Cancelled! OK". Once you click OK, the message closes and the information for the last entered equipment/serial number is displayed. New equipment/serial number records can be added to the header section along with the appropriate details. Existing records can also be recalled and all detail can be modified.

     • If the Service Call is being processed in SE42, the following message displays: "SE42 (Invoice Listing & Creation) is currently running. Please wait until it has finished before recalling closed calls, closing calls or invoicing calls. OK".

   • Equipment - you can enter a valid equipment code manually, from the query or from the drop list (if multiple pieces exist for the current service call).

   • Serial No. - you can enter a serial number for the entered equipment code or, if there are multiple serial numbers for the same equipment code, select one from the drop list.

The following table outlines the functionality of each button in the Header section of SE30:

Button Label	Icon	Functionality
Contract Browser		Opens the Contract Browser window that enables you select a Contract record (if available). This button is only available when the CT module is installed. If no Customer code has been entered in the Header section, the Contract Browser displays all contracts. If you have entered a Customer or a Customer/Location, the Contract Browser displays only those records with the same customer and location combination. If contracts exist for the current customer/location, select the record by highlighting the appropriate line and clicking Select. Once a record is located, the Equipment and Serial No. fields are automatically populated with the selected information. Note: If the Contract is not active, the following message displays: "Contract: xxxxxxx Contract Status not Active. OK".
Product Info		Displays the UDF Code 1 information for the product as entered in IM13. If the current product is not setup with information for the UDF code 1, this button is not available.

Here is an example of the Header section of SE30:

^{Header section of Enter Service Calls (SE30)}