Each time you enter a service item related to a task in Service Order Entry, the Ticket Entry window automatically displays. Use this to enter specific information about the service item/task, including
It is possible to have several service tickets associated with a single service order.
Using separate service tickets allows several technicians to work on the same order at the same time. It also allows for partial invoicing since tickets can be closed out separately.
Service items vs. repair parts
Service items can be thought of as tasks that technicians perform to repair a piece of equipment. Create and maintain them in IC Item F/M like any physical item, but you must set their types to uninventoried (see the Main tab) and service item (see the Service tab).
Repair items can be stocked, nonstocked or temporary items that technicians use to repair equipment. However, you enter them in the Ticket Entry window so they are tied to a task and a piece of equipment.
If you select a service item, Service Ticket Entry is displayed so you can create a Service Ticket for the item.
Specify an equipment code for the customer, the system imports the default Priority, Symptom, Status, and Technician codes from SR Static Control F/M. The line-item is stored with the current date. Estimated Time and Hours is defaulted to 0 (zero). The Description is left blank.
Use these prompts to complete the Ticket Entry window:
1. Equipment
If service item corresponds to a piece of equipment the customer purchased from you, an equipment code should already exist in the system. If the customer purchased the equipment elsewhere and is bringing it to you for the first time, press F1-New to add it to the Equipment F/M. If this ticket has been flagged for Field Service, the equipment code selected must reflect the location specified in the ticket header. F2 allows a search. All searches will be restricted by the service line-item and the equipment for the location specified in the ticket header.
2. Contact
Specify the contact person at the customer’s site. Enter defaults to the first contact listed in the customer’s master file in Accounts Receivable. Contact 1 and contact 2 will display at the bottom of the screen (when applicable).
3. Phone #
Specify the contact’s telephone number. Enter defaults to the first phone number listed in the customer’s master file in Accounts Receivable.
4. Priority
Select the priority of the service listed on this ticket. To speed up the entry process, a default priority can be set up in SR Static Control. Priority codes can be created and modified in the Priority F/M in the SR Infrequent F/M menu.
5. Symptom
Specify a symptom code that relates to why the equipment is being serviced. F2 allows a search of the codes in Symptom F/M. If one symptom code is used more than others, you can set it as the default in SR Static Control.
6. Status
Specify the work status code. F2 allows a search of the codes in Work Status F/M. A default status code can be set up in SR Static Control. Work status on a service item can be updated in Status Inquiry.
7. Technician
Specify the technician code. F2 allows a search of the codes in Technician F/M found under the SR File Maintenances Menu. A default code can be set up in SR Static Control. Click Calendar to view the technician's schedule.
8. Date
Specify the scheduled service date. Enter defaults to the system date.
9. Time
Specify the time (use a colon to separate hours and minutes) followed by an A or P. Enter defaults to 12:00 AM. To enter times such as 9:00 AM or 3:00 PM, enter the hour followed by A or P.
10. Hours
Specify an estimate of the time it should take to complete the service on this equipment. Enter defaults to 0.
11. Description of Problem
Specify the description of the problem or enter a memo code, which can be created in Memo F/M under the Infrequent F/M menu. F2 allows a search. You can also enter a combination of a memo code and free-hand entry. When the description is complete, make sure the cursor is sitting on a blank line and then press F3-End Entries.
Once you have completed the description of the problem, you have these options.
Repair Parts-Accesses Repair Parts Entry (SRC560) so you can specify repair parts for the service ticket.
Work-Accesses Work to be Performed Entry (SRC565) so you can specify the work to be performed.
Schedule-Access Schedule Entry (SRC570) to rearrange the scheduling of this service ticket any way needed; splitting days, adding additional technicians, etc. This screen also displays any scheduling conflicts.
External-Accesses External Cost Entry (SRC712) so you can specify costs that are neither technician time nor material related. External costs come in the form of Accounts Payable expenses, either being a charged fixed cost or an outside service.
Highlight a line number to edit or delete
Add a line (to work to be performed and description of problem)
Click Done to exit the program.