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Siebel Call Center User Guide > RMAs and Service Orders >

Generating a Service Order

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When generating a service order, each part number or individual service product is treated as a separate line item.

Adding Line Items

A new record must be created for each line item.

To add a line item to an order

Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.
In the Service Requests list, select the service request to which the line item will be added, and then click the Orders view tab.
In the Orders list, click the Order # hyperlink of the order to which you wish to add.

The Line Items list and Totals form appear with the Service Order form.

In the Line Items list, add a record, complete the fields, and then save the record.

The Line #, Sequence, and Qty fields default to 1 and the Status field defaults to Pending. Modify the values in these fields as needed.

Approving an RMA to Complete the Order

Agents must approve an RMA before it can be processed.

To approve an RMA

Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.
In the Service Requests list, select the service request, and then click the Orders view tab.
In the Orders list, select the order for which the RMA will be approved.
In the Order record, select the check box in the Approved field, and save the record.

If the Approved field is not visible, click the menu button, choose Columns Displayed, and add the Approved field.

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