Standard procedure

If a service mission has been carried out on site, all information in the system should be updated accordingly.

The descriptive standard process takes into account the requirements of a deployment-oriented company with service missions for the purpose of troubleshooting, repair, maintenance, etc. on site.

(OD) office duty (plans service missions, checks accounting, accounts for services orders)
(FS) field service, service technician (realizes service missions, and reports back)

• A released service appointment (resource planning)
• A service order with personnel assignments (role of service technician or service engineer) and prod­ucts/services. The scope of supply must contain – next to articles/spare parts – dummy items that are needed for billing. These items are automatically generated when the service order is created (status changes to created), and are customizable.
• The service order status is planned

1. The OD has set the service order status to planned by releasing the service appointment in the resource planning. The status change automatically creates a new accounting object (accounting sheet) and assigns it to the service order. This object is located in the Processing/Accounting sheet subform. The accounting sheet has automatically received the created status and is automatically filled in with this data:
   • Header data from the service order
   • Products/services sublist: Three records (Expenses, Service per effort, Travel per effort)
   • Times sublist: Three records (Arrival time, Working hours, Departure time) for every staff member involved in the service mission
   • Expenses sublist: An expenses record (e.g., to capture the travel expenses by kilometers) for every staff member involved in the service mission
   • Admin: For status-driven creation and presetting of a statement, see Managing the service response.

2. The FS opens the accounting sheet before starting the mission and determines the services to provide, and the spare parts to pick up.
3. The FS executes the mission, opens the pre-filled accounting sheet, sets the status to in progress and takes down the following data:
   • In the Comment field: Notes, unfinished tasks, etc.
   • In Products/services: Using the selection button, required spare parts or additionally required services can be added.
   • In Times: Adjustment of the travel time, working time and departure time. Input of break times and surcharge/reductions. The duration is calculated automatically.
   • In Expenses: Selection of the cost type, specification of the amount, currency, quantity and surcharge. The total is calculated automatically.

4. The FS stores the accounting data. The specified hours from the Time list, and the registered expenses from the Expenses list are cumulated in the Quantity and, respectively, Total price fields of the referenced delivery items.
5. The FS executes the Generate accounting report function. The integrated BIRT engine creates a digi­tally signable service report. It contains the accounting data as well as the service object data. Then, the FS and the customer provide their signatures using the signature pad. After saving, the service report is automatically added as a document of the "Accounting sheet" type to the accounting sheets, and stored in the service order.

6. The FS sets the accounting status to closed, and responds with Yes to the query "Do you want to transfer the product data … ". As a result, the data of the scope of supply of the statement is written back to the scope of supply of the service order. The services/spare parts actually executed and used can be billed now, and be passed to the ERP system. For an interim transfer, the FS can use the Transfer products/services to order function (button).

7. In the overview of all accounting sheets (Sales/Service/Accounting sheets menu), the OD can find out about completed statements using a filter. The OD opens the service order, and checks the scope of delivery to be billed. In the Calculation type column, they can bill individual positions differently than originally intended for the order.

8. The OD sets the status of the service order to accounted. Now the service order is ready for billing/transfer to the ERP system, and a notification for the technical agent of the service order is generated.