Overview: Using the Service Module

The following sections provide an overview on using the Service module:

 

1. Special TAT Codes
   • The WAR TAT Code is used on lines of Service Call invoices for items covered by a Warranty; it updates only Demand and On Hands; an additional invoice will be issued against the Manufacturer using the WAC TAT code to update Unit Sales, Dollar Sales and Cost of Sales.

   • The WAC TAT Code is used on lines of Warranty Claim invoices issued against the Manufacturers; it updates Unit Sales, Dollar Sales, Cost of Sales but not Demand or On Hand.

   • The EST TAT Code is used in Enter Service Calls (SE30) when entering Parts Used on estimates. The TAT code updates Unit/Dollar Sales so that pricing routines return correct price, but Demand, Cost of Sales and On Hand are not updated.

    
   

2. Entering a Service Call/Estimate
   • The Service Call Entry program is used to maintain new service calls and estimates. For each service call the Customer and Location (optional) must first be entered, at which point the system checks whether there are any other open service calls for the same Customer/Location. If any are found, the user is informed via a warning message. One service call can be created for multiple pieces of equipment requiring repair. Equipment is identified to the system by specifying the equipment’s Product Code and Serial Number (optional).

   • If the Contract Billing (CT) module is installed, the contract master file is read with the equipment information and the contract data is displayed if an active contract is found. An active contract will determine whether parts and labor charges are to be billed to the customer, or whether they are covered under a support contract. Parts and labour charges covered under a contract will automatically be discounted 100%, but the discount can be overridden at entry time. A service call can also be entered against a contract by selecting the contract from the Contract Browser.

   • Any prior service history for the selected equipment can be viewed from the History folder in SE30. A summary is also displayed on the Dispatch folder in SE30.

   • The Dispatch folder information can be entered once for the whole service call or be maintained for each piece of equipment entered on the service call.

   • Once the service call number is assigned, the data can be viewed via the Service Call Query or the Dispatch Query button.

    
   

3. Customer Credit Limit/Delinquency Checking
   • Once a Customer code has been entered on a service call, a credit and delinquency check is performed on the customer. If the check fails, a dialog box opens with the following options given:
     • Put on Hold – the service call will be created but can not be dispatched, or allow parts and time 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.

   • 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 SE42 will be reflected in the customer’s A/R total as for manually entered invoices.

   • Service calls on credit hold can not be dispatched, invoiced or closed.

   • You can print a listing of all service calls currently on credit hold by running the Service Calls on Credit Hold (SE57) report.

    
   

4. Processing Estimates
   • Estimates are entered in the same manor as regular service calls. The system recognizes an estimate via the Call Type assigned to the service call, which must be flagged as being an 'Estimate Only' Call Type. 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. For more information about Call Types click here.

   • When entering an estimate, the parts, time, other charges and job description are entered prior to printing the estimate.

   • The Dates folder in SE30 can be used to enter estimate-specific dates such as the authorization, estimated completion date, actual completion date and time.

   • The Estimate can be printed, faxed or emailed to the customer by clicking the Send To button on the Close folder in SE30, or by running the Print Service Calls (SE34) program.

   • 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 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, and as a result, the following warning message displays: "The TAT codes for Parts Used will be changed from EST to xxx (where xxx represents the default TAT code for the new Call Type entered) ." The system will then adjust the TAT codes for any Parts Used and attempt to allocate inventory.

    
   

5. Dispatching and un-Dispatching Service Calls
   • Before a call can be dispatched, a valid call description and technician must be assigned to the call. A call can then be dispatched in the following ways:
     • To locate a specific service call, or to dispatch a number of calls at once, click on the Dispatch Query button in SE30/Dispatch. This window displays all un-dispatched calls, allowing for multiple sort methods to review the open calls. One or more service calls can be dispatched from the Dispatch Query window.

     • If the Service Call is currently recalled in SE30, the Dispatch Now button can be clicked. The Dispatch Date and Time fields are automatically be set to the system date and time.

     • The Dispatch Date and Time fields can be manually maintained on the Dispatch folder of SE30.

   • A service call can be un-dispatched by clicking the Un-Dispatch button on the Dispatch folder in SE30 or by manually clearing the Dispatch Date and Time fields.

    
   

6. Entering Parts/Time/Other Charges

   Parts, time and other charges are entered as they are incurred or when completing the call. An invoice can be produced at any time to bill the expenses previously entered. A last invoice is automatically created when the call is closed.

   • Parts - all Parts Used on a service call must come from the same warehouse. The technician’s default warehouse is displayed, but can be overridden when the first part detail line is entered. If required, each technician's car/van can be created as a warehouse and stock transferred to it using Enter Inventory Adjustments (IC50) or Enter Orders/Quotes (OE30) / Enter Inv/Direct Bills/Credits (IN41) transfer using the TRN/WHS TAT codes.
     • For parts numbers coded as serial or lot controlled in the Inventory Master File, or if the parts warehouse is configured as a Multi-bin warehouse, a stock allocation window opens and the serial number(s)/lots/bins must be entered. All parts used are reserved for the service call once entered. An inventory movement record is then created with a transaction type SERCAL.

     • Part Pricing is determined by Enterprise's standard Best Price or Hierarchical Pricing logic.

   • Time - time worked on a service call can be entered as total hours/minutes worked, or as actual start/end dates and times. A separate time detail line must be entered if multiple technicians worked on the call. Time can also be split into several lines to record different types of time charges, for example one time detail line might be for travel time, while another is for regular field time. Whenever different rates need to be applied to the time, separate detail lines must also be entered.
     • Note: Each Rate code can in fact be set up with two rates, one for minimum time, one for extra time. If two rates are required against one Time detail line, two lines will be created when an invoice is generated in SE42. The Rates are maintained in Rates (SE10). For more information on Rates, click here.

     • If the Contract Billing (CT) module is installed, and if the equipment being serviced is metered, the Meter button on the Time folder can be clicked to launch a window where the current meter reading of the equipment can be entered. The reading is updated to the Contract Master file when you execute Invoice Listing and Creation (SE42).

   • Other Charges - any other charge(s) that needs to be billed to the customer or claimed from the manufacturer also need to be entered on the service call. Supplementary Charge codes can be set up in Maintain Supplementary Charges (IN01).

    
   

7. Processing Warranty Claims
   • The manufacturer warranty window can be launched from the Parts, Time, or Other Charges folders in SE30. On the manufacturer warranty window, you can enter additional information needed to produce a warranty report. A warranty file record is created during the SE42 update after which the Parts Warranty Claims (SE54) report can be printed to facilitate the submitting of warranty claims to the manufacturers. For more information about the Parts Warranty Claim (SE54) report, click here.

   • An Accounts Receivable invoice can be optionally 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. For more information about Sales Office (SE01) view click here.

   • In order to relate the different General Ledger codes used for parts and labour 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/Invoicing/General Ledger).

    
   

8. PM processing
   • If the Contract Billing (CT) module is installed, SE30 can be used to update the Preventative Maintenance Schedule set up for the contract the service call is covered by.

    
   

9. Print a Service Call/Estimate
   • An open service call or estimate can be printed or faxed from the Close folder in SE30 by clicking on the Send To button. The service call/estimate must be currently re-called on the screen.

   • Open service calls can also be printed or faxed in batches by running Print Service Calls (SE34) report.

   • Closed service calls in history can be printed by running Print Service Calls-History (SE60) report.

    
   

10. Invoice and/or Close the Service Call/Estimate
    • Parts, chargeable labour or miscellaneous charges can be invoiced prior to closing the service call. This facilitates a number of important activities including tracking call response statistics, technician activity, parts movement and costing. If an invoice is not required, call response and technician statistics are still tracked when the service call is closed. The time, date, quantity and costing statistics captured here are used to produce various Service Management reports.

    • At any time in the life of an open service call, a Parts/Time/Other Charges detail record previously invoiced cannot be modified. Any correction to previously invoiced lines is done by entering a new line with a positive or negative value.

    • Interim Invoices are initiated by clicking the Issue Invoice button, located on the Close folder in SE30.

    • Once the Issue Invoice process has been activated, new lines can be entered, but these new lines will only be reflected on the next invoice issued.

    • Closing a call is initiated by clicking the Close Call button located on the Close folder in SE30.

    • Once the Close process has been activated, no new lines can be entered, without reversing the completion process.

    • The invoicing and closing action can be reversed prior to running the Invoice Listing and Creation (SE42) update. To reverse an action previously taken, simply re-call the service call in SE30. Answering a series of prompts will take care of reversing the Issue Invoice or Close Call status.

     
    

11. Print Service Calls
    • The Print Service Calls (SE34) program can be used to print, fax or email batches of open Service Orders and Estimates.

    • An open service call or estimate can also be printed or faxed from the Close folder in SE30 by clicking on Send To. The service call/estimate must be currently re-called on the screen.

    • Closed service calls in history can be printed by running the Print Service Calls-History (SE60) report.

     
    

12. Invoice Listing and Creation
    • The Invoice Listing and Creation (SE42) program will print a complete listing of all service calls and estimates that have been flagged as 'Issue Invoice' or 'Close Service Call' since the last time the Invoice Listing and Creation (SE42) was run. Invoicing charges are printed for each call and are summarized by Parts, Time and Other Charges. Total A/R and Warranty Claims are also provided.

    • Once you accept the report, a Direct Bill invoice is generated for each service call appearing on the report. An invoice line is created for each part, time or other charge entry, whether the item is chargeable or not. The TAT code used at the time of entry determines the charge. Whenever the service call line is covered by warranty and the proper manufacturer’s information has been entered in SE30, and 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.

    • If the invoice has been successfully generated, statistical Service files are updated with details of the call. If the service call being processed is to be closed, it is transferred from the open service calls files to the service call history files and the call is removed from the open service calls files. If the action being performed was Issue Invoice, then the service call is added to the service history files, but the call remains in the open service calls files.

    • 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 removed from the open service calls files.

    • Note: Cost of parts and labour is the result of the product average cost times the quantity or total hours. For other charges the cost is set to the sales amount.

     
    

13. Call History
    • Display Call History:
      • The Display Call History (SE45) program displays Service Call details from history, including Parts, Labour and Other Charges details. The screens are essentially the same as Enter Service Calls (SE30), with the exception that the Close folder is modified to list all invoices generated against the service call, with an option to view each invoice in detail by launching the Display Invoices from History (IN45) program.

      • It is possible for a service call to exist in both Enter Service Calls (SE30) and Display Call History (SE45) if an interim invoice has been generated for the service call but the call has not been closed. The Display Call History (SE45) will display only those charges that have been invoiced. Enter Service Calls (SE30) will display all charges, but only allow modification or deletion of charges if they have not been invoiced yet.

      • A service call in history can be printed by running Print Service Calls History (SE60).

      • Service Call history can be purged by running Purge Service History (SE90).

    • Print Service Calls – History:
      • The Print Service Calls – History (SE60) program allows service orders to be printed for service calls that have been previously invoiced or closed. The format is essentially the same as Print Service Calls (SE34).

    • Purge Service History:
      • The Service module saves service call history in full detail in order that the call can be viewed/printed in its original form. 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).

     
    

14. Management Reporting
    • Technician Activity:
      • The Technician Activity (SE50) report prints a summary for each technician’s activity for the current or next period. The number of calls performed by each technician is broken down into the Call Category Columns defined in Company Control Initialization (CC00), Service Configuration. The technician’s hours worked are reported by Time Type. For more information about Time Types click here .

    • Call Backs/Alerts:
      • The Call Backs & Alerts Report (SE51) prints service calls from history for any equipment (equipment is defined as having the same Customer Code + Location Code + Equipment Code + Serial Number) 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. The report can also be restricted to look at service calls dated after an entered date.

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

    • Parts Usage Detail:
      • The Parts Usage Detail (SE53) report prints parts used on service calls for closed/invoiced service calls.

      • The report can be used to restock the technician’s/service warehouse’s stock of parts by using the appropriate sort sequence. Once the report has been printed, there is an option to clear the Parts Usage Detail file. If the report is run and cleared daily, it can be used to print parts used the previous day and therefore needing to be re-stocked.

    • Parts Warranty Claims:
      • The Parts Warranty Claims (SE54) report can be printed as a guide to submitting warranty claims to the manufacturer/supplier. Manufacturer warranty information must be entered in Enter Service Calls (SE30) by launching the Warranty window from the Parts, Time, or Other Charges folders. A warranty claims file record is created during the Invoice Listing and Creation (SE42). At the same time an Account Receivable invoice can also optionally be created for the warranty claim to the manufacturer.

      • For more information about warranty claims see Processing Warranty Claims section in this document.

    • Alert Report:
      • The Alert Report (SE55) prints service calls from history for any equipment (equipment is defined as having the same Customer Code + Location Code + Equipment Code + Serial Number) with a certain 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.

    • Service Calls on Credit Hold:
      • The Service Calls on Credit Hold (SE57) report prints any service calls currently on credit hold.

      • For more information about credit holds see the Customer Credit Limit/Delinquency Checking section in this document.