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Creating a service order

Customer data

  • Navigate to the "Service Orders" module
  • Open the "Service Orders" register
  • Click the "New" button
  • Identify the customer by customer code or phone number ("Tel. 1", "Tel. 2"). If the customer is found in the database, the customer card code will automatically populate the "Customer Code" field and all personal data will be filled in. The "e-mail" field does not look the customer up. If this is a new customer who has not contacted before, enter their phone number in the "Tel. 1" field and their full name in the "Customer Name" field (when the Service Order document is saved, a contact card is created automatically, with the phone number as its code).

Device data

  • Enter the code of the device being received (the "Device/code" field). The code can be entered from the dropdown menu of existing devices in the database, or if it is a new device, enter the correct device code.
  • Enter the device name if it is a new device. Or, if needed, add additional information to the device name (color, size, etc.)
  • Enter the item serial number if needed
  • Specify the warranty type ("No warranty" / "Warranty"). The warranty type can be changed after diagnostics at any time.
  • Fill in customer complaints
  • Fill in the external condition of the device
  • Fill in the comment
  • "Brand" (the manufacturer) is a required field for a new device, chosen from the list of manufacturers
  • Other fields in the device data entry block are filled in optionally according to the Required fields: Service Order setting

Order data

  • If needed, assign an official order number (the "Of. Number" field; the Required fields: Service Order setting cannot make it required)
  • Save the document — in the "Pending" status and without the "Device accepted" checkbox for now: on a new, not yet saved document the system refuses ("Do not check the box "device accepted" and save the document")
  • If needed, accept a prepayment from the customer using the "Pay" button — only on a saved document (otherwise "Save the record before paying!")
  • Check the "Device accepted" checkbox
  • Select the receiving warehouse or pull it from the user's local settings
  • Save the document again

After saving the document, the following fields should be calculated automatically: - Receiver - Acceptance time - Acceptance date - Acceptance place — pulled from the employee card or local settings.

All statuses in the document are changed manually by users as the corresponding processes are carried out. In any status other than "Pending", the order must name a service technician (the "Serv. Master" field), otherwise saving refuses: "Enter service master code!".

Status: On diagnostics

The service technician or responsible manager moves the service order to the "On diagnostics" status. This status requires the "Device accepted" checkbox ("Need to accept the device!").

Status: To be agreed

After the order exits the "On diagnostics" status, the diagnostics completion date and time are automatically recorded.

Statuses: The cust. thinks and Agreed

These statuses are set as the corresponding operations are performed.

Status: Under repair

After the customer has approved the repair cost and the service technician begins the repair, the order is moved to this status.

  • From the Service Order menu, the "Create work table" item creates a Worksheet, where spare parts and labor are listed with quantities and retail prices for the customer, which were performed during the repair. The warehouse from which spare parts will be written off after the Worksheet is approved (OK flag) is also specified.

  • The "Ready" status is set when the repair is completed — the repair completion date and time are recorded automatically.

  • The customer is notified about the repair completion.

  • When the customer comes to pick up the device, payment for the completed repair is accepted using the "Pay" button.

  • The "Gave out" flag is set and the device is given to the customer. The flag can only be set in the "Ready" or "Refusal" status and only once "Rest to pay" is closed — otherwise "Close balance payable!". An overpayment (a minus in "Rest to pay") does not stop the device from being given out

  • A Receipt, Warranty certificate, and Work completion act are printed for the customer using the "printer" button.

  • The "Done" flag is set.