Merging Service Ticket Features to Service Work Order
Reference No: 28847
Details
This enhancement is about the merging of Service Tickets to Service Work Order. With effect to this enhancement, all the Service related features in R2 will refer to Service Work Order.
Following are the highlights of the changes:
The Service Work Orders will behave like Service Tickets for Internal Assets / Products.
The Service Module will display the Service Work Orders instead of Service Tickets.
On creating Service for an Asset / Product from different places in R2, system will create Service Work Orders instead of Service Tickets.
The Service Module and Service Work Orders in other modules like Accounts, Warehouse is available for users only when License is installed for Service Module.
Scheduled Maintenance will be applicable for Service Work Orders.
Portable Appliance Testing (PAT) will also refer to Service Work Orders.
Earlier to this version, one of the ways to bill the Servicing Charges to customers is to generate Service Tickets from Work Orders or Import Service Tickets to Work Orders and then Invoice the Work Order. With effect the merging of Service Tickets to Service Work Orders, Service Work Orders are used for tracking servicing as well as billing the customers as required.
The Service Work Orders is enhanced to add or remove Service Schedules tagged to Assets.
Quick Service functionality will be available for serial Items from Service Module as in prior versions and in future releases, Quick Service Ticket will be enhanced to add or remove Service Schedules.
Some sample work-flows below gives an overview of the Service Work Orders:
Sample Workflow - Internal Service Work Order for Damaged
Prerequisite:
From Maintenance module, create a Serial Item [Renault Truck] with 5 assets and tag Maintenance Group as [QC] having schedules, as shown in the following figure.
Figure 1.0 Maintenance Group
The Schedules included are as follows:
Figure 1.1 Maintenance Group - Schedule Periodic 90 days
Figure 1.2 Maintenance Group - Schedule Meter
Figure 1.3 Maintenance Group - Schedule Times Rented
Figure 1.4 Maintenance Group - Schedule Duration Rented
Steps
Create a Rental Reservation Order [ORDER#277] with duration as 90 days.
Add the Item [RENAULT TRUCK] with Qty as 5 to the Order.
Fill and Ship the Item [RENAULT TRUCK] as shown in Figure 1.5
Figure 1.5 Rental Reservation Order
Select View > Return Order. The Return Order for the Order [ORDER#277] is displayed.
Select the Asset and click Damaged button. The Mark Damaged dialog is displayed, as shown in Figure 1.6.
Figure 1.6 Return Order window
Select Return To Inventory, Mark As Not Available and Create Service Ticket check-boxes and click the OK button. The Remarks dialog is displayed.
Enter the remarks and click Close button. The dialog for Service ticket is displayed , as shown in Figure 1.7.
Figure 1.7 Remarks Dialog
The R2 dialog is displayed , as shown in Figure 1.8.
Figure 1.8 Dialog displaying Service Ticket ID
From Service module > search for the Order Id [WO081] as displayed in Figure 1.9.
Figure 1.9 Service window
Open the Work Order [WO081]. The Customer displayed is the system generated customer called Service Customer. This is displayed in Figure 1.10.
Figure 1.10 Work Order
In Equipment tab, the Service Work Order is displayed in the following figure.
Figure - Equipment tab of the Work Order
From in Formation tab, tag the Mechanic(s) [James Patterson].
Click the Service tab. By default, the schedules which are satisfied appear in the grid. Additional schedules can be added if required.
Click the Add button. The Asset Service Schedules window is displayed. This is shown in Figure 1.11.
Figure 1.11 Asset Service Schedules
The Asset Service Schedules window displays the Schedules which were tagged in the Maintenance Group of the Item [RENAULT TRUCK].
Select the schedules to be included into the Work Order [WO081] and click the OK icon.
Select the schedule and click Services button to include the services to the Work Order, as shown in Figure 1.12.
Figure 1.12 Services added to Work Order
From in Formation tab, change the Status to Open. The Set Date dialog is displayed, as shown in Figure 1.13.
Figure 1.13 Set Date Dialog
Select the Start Date > click Close button.
Enter the Due Date or Estimated Duration.
Fill and ship the parts added to Work Order.
Click the Complete Service Ticket icon . The system will display a confirmation dialog, as shown in Figure 1.14.
Figure 1.14 Complete Service Dialog
Click the Yes button. The Status of the Service Work Order will change to Done.
Click the Done icon . The system displays the dialog, as shown in Figure 1.15.
Figure 1.15 Invoice Dialog
Click Yes button. The Work Order will be Invoiced successfully.
Sample Workflow - Creating Service Work Order from Service Module
Prerequisite:
Prerequisite:
From Maintenance module, create a Serial Item [Renault Truck] with 5 assets and tag Maintenance Group as [QC] having schedules, as shown in the following Figure 2.0
Figure 2.0 Maintenance Group
The Schedules included are as follows:
Figure 1.1 Maintenance Group - Schedule Periodic 90 days
Figure 1.2 Maintenance Group - Schedule Meter
Figure 1.3 Maintenance Group - Schedule Times Rented
Figure 1.4 Maintenance Group - Schedule Duration Rented
Steps
Create a Rental Reservation Order [ORDER#277] with duration as 90 days.
Add the Item [RENAULT TRUCK] with Qty as 5 to the Order.
Fill and Ship the Item [RENAULT TRUCK]. The Status of the Item is Out as shown in Figure 1.5
Figure 1.5 Rental Reservation Order
Return the Item from the Return Order window.
The system displays another dialog, as shown in Figure 2.7.
Figure 2.7 Asset(s) due for service dialog
Select the Service module > click the Work Order icon .
Select the Customer [EVERGREEN AV RENTALS], as shown in Figure 2.8.
Figure 2.8 Work Order
Click the Equipment tab > enter the Asset ID [TRUCK_005] and press Enter key. The system displays the Search Assets window. Double click the Asset ID [TRUCK_005].
Click the Service tab. The list of schedules for this Work Order is displayed within the grid.
Select the Schedule and click Services button to add the services to the Work Order, as shown in Figure 2.9.
Figure 2.9 Services added to the Work Order
From in Formation tab, change the Status to Scheduled. The Set Date dialog is displayed, as shown in Figure 2.10
Figure 2.10 Set Date Dialog
Tag a Mechanic(s) [James Patterson].
Select the Start Date > click Close button.
Enter the Due Date and End Date or Estimated Duration..
Fill and ship the parts added to Work Order.
Click the Complete Service Ticket icon . The system will display a confirmation dialog, as shown in Figure 2.11
Figure 2.11 Confirmation Dialog for Completion of Service
Click the Yes button. The Status of the Service Work Order will change to Done.
Click the Done icon . The system displays the dialog, as shown in Figure 2.12.
Figure 2.12 Invoice Dialog
Click Yes button. The Work Order will be Invoiced successfully.