Capturing a service order – important attributes

You can create service orders using the Service case (new)/Service order function directly from the service call. When creating one from the service call, the Keyword, Customer, Priority, the associated ser­vice objects including the location address, the information about the service order or mission (from the description) and the Technical agent (in case the role is included in the call) are applied to the order automatically. The creator of the order automatically becomes the Commercial agent. The order number will be assigned automati­cally as well.

You can also create service orders directly from the customer form (for quick ordering without a service call, e.g., for planned maintenances) or from the order form (for follow-up orders).

From within a service quote, you have the Transfer function available to adopt all relations to another case as needed.

In General, you can complete the order data.

  • Type of order: Repair, Spare part order, Start-up, Inspection, Maintenance, Reconditioning.
  • Order number of the customer: only for spare part order
  • Mission data (mission location, preferred time from - to, contact person as free text): only for service mission
  • Delivery data (delivery address and delivery date): only for spare part order or for shipping spare parts to the mission location
Most important attribute fields on the “General” tab

Fields

 Meaning

 Annotations, administration

Keyword

Short description of order

Automatically preset with the keyword of the call, if it exists, usually free input

Type

Classification of orders, e.g. repair

Selection of a predefined type, mapped as a process (PSC_SVC_ORD_ …), provides sta­tus and standard activities for  order processing, can be adapted via Administration/Process definition

See below: Concerning order types

Customer

 

Automatically preset with the customer

Number

Unique order number with type-specific prefix

Will be automatically assigned by the system in the form
ZZ-yy.xxxxxx [-n],
See also below: Concerning the order number

Status

Status of the call, automatically on "created"

The status is provided by the process definition, adapt­able via Administration/Process definition

Technical agent

Technical agent in the service

If a contact exists at the customer with the role "service engineer", it is adopted and as the Technical agent. If this role does not exist, the Technical agent field remains empty. Then, click Techn.  agent in order to select an agent from the internal staff list.

Commercial agent

Commercial agent in the ser­vice

Automatically preset with the creator of the call, present. Click on Commercial agent to select another agent from the list of internal staff members.

Service partner

The service partner who executes the order

Click on Service partner to select contacts from the list of internal or external contacts.

Number at the customer's

Order number of the cus­tomer, e.g. for spare part orders

Free input

From call

The source call from which the order arose

Automatically preset with the keyword of the call, if present. For autonomous orders, the field remains empty.

Priority

 

Automatically preset from the call, if present, otherwise a predefined priority can be selected. Adaptable via Administration/Sales cases/Priorities (attention, the selec­tion is also used for service calls, service orders and sales cases)

Delivery data

Identification for orders that require deliveries

For example, with spare part delivery, return or delivery of parts or equipment to the service mission location

Delivery address

 

Automatically preset with the delivery address (from the Addresses tab). See also: Concerning address management

Delivery date

 

Free input

Information about service order / mission

 

Automatically preset from the call description, if present.

The most important attribute fields in the “Additional data” tab

Fields

 Meaning

 Annotations, administration

Created by ... on ...

Creator and registration date

Automatically preset with the logged-in user and the current date and time

Modified by ... on...

Last agent and amendment date.

Automatically preset with the logged-in user and the current date and time

Language 1, language 2

 

 

Turnover planning

 

 

Progress

Progress in %

 

Order value excl. discount

Turnover before discount

 

Customer discount

Customer discount in %

 

Net calculation

 

 

Cont. commision

Contained commission in %

 

Commision abs.

Contained commission in Euro

 

Total order value

 

 

Net turnover

Expected net turnover in Euro

 

The most important attribute fields in the “Processing” tab

Fields

 Meaning

 Annotations, administration

Mission data

Identification for orders that require a service mission

Not every order leads to a service mission. This is deac­tivated, e.g., for spare part delivery or returns.

Plant / object

Name of the service object

Automatic display of the associated service objects (from the Service objects tab)

Mission adress

Location of mission

Automatically preset with the location address of the first assigned service object (from the Addresses tab). See also below: Concerning address management

Preferred time from ... to...

Time wished by the customer for time scheduling

Free input

Contact person

Contact person at the customer

Automatic display of the associated customer con­tacts (from the Contacts at the customer tab)

Planned from ... until ...

 

Entry of a planned time span

Order date, con­firmed

 

Automatic entries from the activity assignment

Billing

For commercial accounting

You can bill maintenance orders with a contract you can select here.

Means of travel

 

Adaptable via Administration/Service/Service order: Means of travel

Accounting mode

 

Adaptable via Administration/Service/Service order: Calculation type

Customer reference

Inquiry number etc.

 

Terms of delivery

 

 

Location

Location of delivery

 

Terms of payment

 

 

Concerning order types

Service / repair

Short-term agreement between service giver and service taker in which a one-time service is ordered by the service taker and finally invoiced with regard to the expenses, e.g., an in-house or on-site repair.

Spare part order

Customer order for handling and delivering requested spare parts. This order type entails no service mission.

Start-up

Measures for commissioning a technical system, including the final inspection.

Inspection

Measures for determining the actual status of a technical system.

Maintenance

Measures for maintaining the target state of a technical system.

Reconditioning

Measures for reestablishing the target state of a technical system.

Note: Inspection, maintenance and reconditioning are maintenance measures. Such an order is a detailed planning aid for maintenance measures that are usually planned on a long-term basis.

Concerning the order number

The order number is automatically assigned by the system in the form ZZ-yy.xxxxxx. The prefix ZZ can be set for every single order type individually by means of the environmental variables PSA_NUM_PFX_PSA_SVC_ORD_…. The order number yy.xxxxxx is applied automatically from the call, if a call forms the basis of the order. If several orders belong to one call, the number receives an ascending postfix -n. If no call exists, the order receives a new number from the call sequence.

Concerning address management

A service object typically has a location where the service is provided. This location is automatically placed into the address list (Addresses tab) when a service object is assigned to the order. Further addresses of different types can be added, or addresses already associated can be modified in the list. The address fields on the left side of the form automatically display the mission location and the delivery address from the address list. Both address types are also editable in the form.

Note: The addresses maintained in the address list are not used as recipient addresses for order confirma­tion, even if they are marked with the mail flag. Recipient data for order confirmation is always deter­mined from the contact relation that has the "customer contacts" role.

Selection of contacts at the customer's

The Contacts at the customer tab is for collecting all staff members at the customer's necessary for the order, e.g., the customer contact. In the selection, only the list of external staff members is offered.

The roles specific for orders do not apply to internal staff members here, but are applied to the cus­tomer's staff members. For example, the service technician is not the person to fulfill the mission, but a staff member of the customer's repair department.

Note: For the contact person at the customer's, there is a free text field, Contact person, in the form, as well as a role in the contact list., i.e., the contact person may but does not have to be maintained as a contact in the system.

Service object assignment and access to the customer installation

The service object assignment is automatically applied from a call when the order is created. For adding further service objects, the selection on the Service objects tab is automatically restricted to the objects installed at the customer's. Basically, a service order can be associated to no or one service object, or to sev­eral ones.

If no service objects of the customer are present in the system, you can create new ones using the Service (new) / Object function directly from the order. This allows you to associ­ate products from the customer installation representing service objects.

Using the Open customer installation function in the active Service object tab you can switch directly to the customer installation and find out about product details while the order is being processed. If a service object is marked in the list when you open the customer installation, only the product structure of this object is shown in the installation tree, while otherwise you will see all products installed at the customer's.

Assignment of documents and customer contracts

In the Documents tab, you can assign any documents relevant to the request, e.g., maintenance or repair instructions. The document assignment from the call is not adopted. In addition, the system automatically assigns the service order documents that were created (Internal order, Report). Note that the order confirmation (email, fax) is stored as a correspondence activity and is assigned to the Activities tab.

On the Contracts tab, all contracts with the customer are automatically visible, provided that they are assigned to the customer. If needed, you can check here the contract details relevant to the request(warranty times, service conditions...).

Commercial attributes

If there are corresponding pieces of information, please enter them as global information in the Billing section. Then, provide the billing information in the service order under Additional data:

  • Means of travel (adaptable)
  • Calculation type at the customer (adaptable)
  • Terms of delivery and Terms of payment (adaptable, they also apply to sales cases).

Note: The calculation type is not only required globally in the service order for billing, but is additionally maintained in the scope of supply. This allows controlling the billing on a per-position basis.

Several orders to a call, follow-up orders

For each call, several orders can be created. Service orders remain connected to call from which they originated (From call field in the order master data).

You can create follow-up orders also directly in the Trace back tab (in General) using the New project function in the selection dialog. A connection to the order does not exist. For tracing back, you can manu­ally enter the source order number in the Keyword or Info field.