Tracking Service Orders with the Service Console
Use the Service Console form to track and maintain service orders after they are created. Using this form, you can stay on one screen to enter and track service information for incidents, items, contracts, and SROs. On the form, you can display incidents and service orders by customer, consumer, or unit. This feature is especially useful for companies that sell mainly to re-sellers, but take service calls directly from the end user.
The interface is set up for rapid use while following the necessary business rules to ensure valid information. For multi-site users, a global view of SROs is supported. Set up the SSSFS Global Service History replication category for each site combination to activate a global SRO view.
Specify this information on the Service Console form:
-
For the Customer Mode, specify this information:
- Customer
- Select the unique number and name used for identifying a customer.
- Ship To
- The customer ship to location is displayed.
- Hold
- If there is a credit hold, the reason for the hold is displayed.
-
For the Consumer Mode, specify this information:
- Consumer
- Select the unique number and name used for identifying a consumer.
- Consumer Ship To
- The consumer ship to location is displayed.
- Customer
- The customer is displayed.
-
For the Unit Mode, specify this information:
- Unit
- Select the unit number.
- Find Unit Button
- Click this button to launch the Unit Configuration Search modal form and search for a unit.
- Item
- The item associated with the unit is displayed.
- Customer
- The customer associated with the unit is displayed.
- Ship To
- The customer ship to location is displayed
- Hold
- If there is a credit hold, the reason for the hold is displayed.
-
To filter the Incident grid, specify this information:
- Status
- Select which incidents to display in the grid based on status: open, closed, or all.
- Create Incident Button
- Click this button to launch the Incident Quick Create utility.
- Ref
- The source of the incident is displayed.
- X-Ref Button
- Click this button to perform a cross reference from the incident to the source.
- Search Button
- Click this button to launch the Service Reason/Resolution Search form.
-
To filter the SRO grid, specify this information:
- Status
- Select which SROs to displayed in the grid based on status: open, closed, estimate, or all.
- Create SRO Button
- Click this button to launch the Quick SRO Create utility.
- Generate Callback SRO
- Click this button to launch the Quick SRO Create utility.
- To filter the Transactions grid, select which type of transaction to display: actual, planned, or estimate.
- Click Transaction to launch the Service Order Transactions form, filtered for the current SRO.
-
To filter the SRO Totals grid, use these fields to specify the
values that are displayed:
- SRO
- Line
- Oper
- Price
- Cost
- Margin