Each time you enter a service item related to a task in Service Order Entry, the Ticket Entry window automatically appears. 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, the Ticket Entry window appears. This window lets you create a Service Ticket for the service item, which provides specific. Enter 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 the following 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
Enter the contact person at the customer’s site. Enter (CR) 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 #
Enter the contact’s telephone number. Enter (CR) 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
Enter 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
Enter 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
Enter 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.
8. Date
Enter the scheduled service date. Enter (CR) defaults to the system date.
9. Time
Enter the time (use a colon to separate hours and minutes) followed by an A or P. Enter (CR) 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
Enter an estimate of the time it should take to complete the service on this equipment. Enter (CR) defaults to 0.
11. Description of Problem
Enter 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, the system returns you to the selection prompt where you can perform the following functions:
R Enter repair parts
W Enter the work to be performed
V View equipment (historical information)
S Perform a status inquiry
# Enter a line number to change or delete
A Add a line (to work to be performed and description of problem)
D Delete the entire ticket
F2 Change the ticket header
F3 To return to line-item entry
The following prompts are displayed if a service item was entered and if the display code for Repair Parts is selected during ticket entry.
13. Item Number
Enter the repair part item number. F2 allows a search. Press I to search Interchange numbers or P to search Past Sales. Press F3 to end repair part entry. Temporary items can be entered.
14. Required
Enter the quantity of the item required to complete the service order or select a display code. If this item is a temporary item, enter the quantity to order. Press F2 to change the unit of measure. Press F3 to change the shipping warehouse. Temporary items can not be flagged as Direct Shipped.
15. Committed
Enter the quantity to be committed.
16. Backordered
If the number of items required is greater than what is in stock, enter the number to place on backorder. Enter (CR) defaults to the difference between the order amount and the committed amount. If a quantity is backordered, the system prompts creates a suggested purchase order for the backordered quantity at the end of repair line-item entry. Enter (CR) defaults to Y.
17. Cost
Enter the cost per displayed cost unit of measure.
18. Price
Enter the price per displayed pricing unit of measure. Press F2 to change the unit of measure. Press F3 to select price.
19. Tax
Enter Y or N to indicate whether to charge tax for this line.
20. GL Posting Table
Enter (CR) defaults to the GL posting table assigned to the item.
Enter a service code that corresponds to the work that needs to be performed on the equipment. (Service codes are created in Service F/M located under the File Maintenances menu.)
This option provides a snapshot of information pertaining to the sale and service of this of this equipment for the customer entered in the header. In addition to the item number, site and location, model and description, this screen shows the date this equipment was installed at the customer’s site, the last date it was serviced, primary and secondary serial numbers, the vendor that supplied the equipment, the purchase order number issued and the date of purchase.
This options also displays month-to-date, year-to-date and total figures for sales, cost and number of calls.
This view-only display shows each change in status on this work order. Status changes can be entered in the Status Inquiry program.
The following prompts are displayed if the item entered is a nonstock or catalog item.
25. Temporary item?
If the system doesn’t recognize the item number entered, it will ask if you want to enter a temporary item. Enter N or YES. If N is entered, the program returns to the Item Number prompt and waits for you to enter a new item number. Enter (CR) defaults to N. If you enter Yes, the following prompts appear.
26. Pull default information from item catalog file?
This prompt displays if the item is a catalog item. If an item was selected by the catalog search, this message does not appear. Indicate whether to pull default information from the Item Catalog file. Answer Y to pull the Vendor, Item Class, UM, Weight and Description from the Item Catalog File. Answer N to access the following prompts. Enter (CR) defaults to Y.
27. Vendor
This prompt is required for temporary and catalog items. Enter the valid vendor from whom this item was purchased or is being shipped. Entering a valid vendor displays the vendor name. Enter (CR) defaults to the primary vendor for catalog items. F2 allows a search.