When you have created a service order or service quote, you need to register the service item lines where you enter the information about the items you have received for service. This may include a description, service item number, item number, serial number and service item group, along with fault comments, and so on.
Open the Service Order window. Browse to the service order in question.
On the service item lines, press F3 to enter a new service item line.
Fill in the Service Item No., Service Item Group, Serial No., Item No. and Description fields as appropriate.
If the service item is already included in more than one active contract (i.e. signed and not expired), the list of related contracts appears where you can choose the appropriate contract from. Confirm the subsequent message if you want to assign a contract number to the service order line.
If the service item is included in one active contract, the appropriate contract number will be assigned automatically.
If the service item is not registered, you can either register it as a service item or fill in the Description field. You can fill in the Serial No. and Item No. fields if appropriate.
If the service item is registered, but included in a non-active contract, it will be added to the service order line with the Contract No. field left blank.
In the Fault Comments field, click the AssistButton to see the Service Comments window for the service item on the line. In the Date and Comment fields, enter the current date and whatever comments you or the customer may have on the faults of the service item.
Depending on the settings on the Mandatory Fields tab in the Service Mgt. Setup window, you may need to fill in the Fault Reason Code field.
You can click the Warranty field to let the program automatically fill in the warranty related fields with the default warranty information specified in the Service Mgt. Setup window. The program uses the order date of the service order as the starting date of the warranty for spare parts and labor.
Fill in the rest of the fields as appropriate. For Help about a specific field, click the field and press F1.
The program selects the Initial repair status for the line and calculates the response date and time, using the appropriate default values.
Repeat steps 2 to 7 for each service item line you want to register.
Creating Service Items
Changing Response Times for Service Items
Registering Service Item Loaner Comments
Registering Accessory Comments
Viewing Troubleshooting Guidelines
Changing Service Pricing for Service Items