Setting Up Service Management

This chapter provides an overview of Service Management setup and discusses how to:

• Set up service and warranty constants.

• Set up user-defined codes (UDCs).

• Set up system next numbers.

• Set up product family and model combinations.

• Set up customers and service providers.

• Set up suppliers.

• Set up inventory information.

• Set up automatic accounting instructions (AAIs).

• Set up assessor defaults and rules sequence.

• Set up repair time schedules.

• Set up document type information.

Understanding Service Management Setup

Before you can use certain features of Service Management, you need to define the information that is critical for system processes. General setup tasks are the tasks that you must perform to set up any or all of the modules that are the Service Management system.

Common Fields Used in This Chapter

Setting Up Service and Warranty Constants

This section provides an overview of Service Management constants and discusses how to:

• Set up Service and Warranty constants.

• Set up the CRM constant for Service Management.

Understanding Service and Warranty Constants

To define default information for the entire system, you set up system constants. Constants control the types of information that you track and the rules that the system uses to perform certain calculations.

See Also

Setting Up Work Order Constants

Setting Up Contract Constants

Setting Up Equipment Master Constants for Service Management

Checklist for Setting Up Warranty Claims and Supplier Recovery Claims

Setting Up Case Management Fundamentals

Forms Used to Set Up Service and Warranty Constants

Setting Up Service and Warranty Constants

Access the SWM System Constants Revisions form. Select the General tab.

Customer Number for Base Warranties	Enter a user-defined name or number that identifies an address book record. You can use this number to locate and enter information about the address book record. If you enter a value other than the address book number (AN8), such as the long address or tax ID, you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the address book number to the field. If you leave this field blank, the system creates base warranties by using the Sold To address book number on the sales order or the Owner address book number on the equipment record as the customer number If you enter an address book number in this field, the system uses this number as the customer number when you create base warranties from the Equipment Master Update program (R17024) and the Equipment Master Revisions program (P1702). For example, if address book number 4100 (Total Solutions) has a long address TOTAL and an asterisk (*) distinguishes it from other entries (as defined in the Address Book constants), you could type *TOTAL into the field, and the system would return 4100.
Parent/Child Structure Type	Enter a value from UDC 01/TS (Parent/Child Structure Type) that identifies a type of organizational structure that has its own hierarchy in the Address Book system (for example, email). When you create a parent/child relationship for the Accounts Receivable system, the structure type must be blank.
Day Type Code for Holidays	Enter a code to indicate the type of day. The system uses this information during the entitlement checking process. Values are: W: Work Day E: Weekend H: Holiday
S/WM Installed (service and warranty management system installed)	Select to indicate the existence of an interface to the Service and Warranty Management system.
Validate Product Family/Model Combination	Select to allow users to enter only the combinations that have been set up in the Product Family/Model Master table (F1790). If you select this option, the system validates product family and model combinations.
Check for Previous Cases and Work Orders on Customers	Select to specify whether the system locates any previous cases and work orders for the current customer number when you enter cases or work orders.
Check for Previous Cases and Work Orders on Piece of Equipment	Select to specify whether the system locates any previous cases and work orders for the current product (inventory number) when you enter cases or work orders.
Use Failure Analysis Tree for Selecting Failure Analysis Codes	Select to specify whether to use the Failure Analysis Tree to select failure analysis codes. If you do not select this option, the system allows you to select failures, analyses, and resolutions from the Failure Analysis Codes Search & Select program (P17761S).
Use Workflow for Approving Failure Analysis for Re-Use	Select to specify whether to use workflow to approve failure analysis for reuse.
Use Graphical Parts Book	If you are using Capital Asset Management (CAM), this constant controls the interface between the Manufacturing Work Order Parts List program (P3111) and Intelligent Graphic Solution (IGS). IGS is a graphical tool that you can use illustrate equipment, buildings, and inventory item assemblies. This integration enables you to link between CAM and IGS to locate parts and documentation for work orders.
Customer and Site	Select an option that specifies which address book number to use to perform entitlement checking when you enter work orders and cases. The values are hard-coded in UDC 17/YN and cannot be changed. Values are: 0: Entitle by customer number 1: Entitle by site number

Setting Up the CRM Constant for Service Management

Access the CRM Constants form, and select the Process tab.

Setting Up UDCs

This section provides a general overview of UDCs and describes the types of UDCs for Service Management.

Understanding UDCs

UDCs enable you to configure the Service Management system for particular business needs. Although a number of predefined codes are provided with the system, you can revise them and set up new codes.

UDCs for Equipment Information Management

You can access most of the UDCs from the Equipment User Defined Codes menu (G17411):

UDCs for Contract Management

You can access most of these UDCs from the Contract User Defined Codes menu (G17441):

UDCs for Cases

You can access these UDCs from the Case User Defined Codes menu (G17431):

UDCs for Work Order Management

You can access the UDCs from the Work Order User Defined Codes menu (G17421):

UDCs for Failure Analysis

You can access the UDCs from the Failure Analysis User Defined Codes menu (G17451):

UDCs for Inventory

You can access the UDC from the Fast Path field:

UDCs for Warranty Claims

You can access the UDC from the Fast Path field:

Setting Up System Next Numbers for Service Management

This section provides an overview of next numbers and discusses how to set up system next numbers for Service Management.

Understanding Next Numbers

When you create a document such as an invoice, a voucher, or a journal entry, you can assign a document number or let the Next Numbers program (P0002) assign one.

Next numbers is an automatic numbering feature. The Next Numbers program assigns numbers to documents using standard next numbers. The system finds the next available number in the Next Numbers - Automatic table (F0002) and assigns that number to the document.

Next numbers work in conjunction with the data dictionary. Each data dictionary item that uses next numbers contains a next numbering index value that corresponds to the line number that contains the next number value for that data item.

When you set up next numbers:

• Do not use blank as a next number value.

• Do not change a next number.

  Changing the numbers can result in duplicate numbers, as well as the inability to locate previously added numbers. If you must change a next number, change it to a greater value only.

• Do not delete next number values.

  If you delete a next number value, you might get unexpected results.

• Do not change the sequence of the next numbers in the table.

  Each next number must remain on its current line because programs reference a specific line in the table. For example, in the General Accounting system, the next number for journal entries must be on the second line.

You can have the system assign check digits for any set of standard next numbers. You can also review the next numbers that the system assigns to documents and specify whether to assign check digits for a type of next number. Check digits prevent errors that are caused by transposition during data entry. For example, activating check digits in the address book for suppliers prevents a voucher from being assigned to the wrong supplier if digits are transposed during voucher entry. You should use check digits for next numbers only when a transposition error is likely to occur during data entry.

Note. If you select to manually assign a document number instead of using next numbers, you must enter the number during data entry.

Form Used to Set Up System Next Numbers for Service Management

Setting Up System Next Numbers for Service Management

Access the Set Up Next Numbers by System form.

Next Number Range 1

The number that the system will assign next. The system can use next numbers for voucher numbers, invoice numbers, journal entry numbers, employee numbers, address numbers, contract numbers, and sequential W-2s. You must use the next number types that are already established unless you provide custom programming. The system uses the starting number that is displayed on Set Up Next Numbers by System (standard next numbers) for each company that you do not set up.

Chk Dgt (check digit)

Select to add a check digit. This option specifies whether the system adds a number to the end of each next number that is assigned. For example, if you are using check digits and the next number is 2, the system will add a check digit such as 7, making the last two numbers 27. The check digits option provides a method for increasing numbers randomly to prevent the assignment of transposed numbers. In this example, the system would never assign next number 72 while the check digits option is activated.

Setting Up Product Family and Model Combinations for Service Management

This section provides an overview of product family and model combinations and lists the form used to set up product family and model combinations for Service Management.

Understanding Product Family and Model Combinations

Product family and model combinations are UDCs that enable you to categorize and manage assets, as well as to track failures through a link to the Failure Analysis programs.

You can set up product family and model combinations to assign each product model to the appropriate product family. A product family is a larger group that can contain many models. A model is a more specific group that can belong to only one product family.

For CAM, an example of product family and model combinations might be a Forklift product family, with models of Gas Engine and Electric Engine. For Service Management, an example might be a Printer product family, with models of Laser and Ink Jet.

Form Used to Set Up Product Family and Model Combinations for Service Management

Setting Up Customers and Service Providers for Service Management

This section provides an overview of customers and service providers and discusses how to:

• Set up customers for Service Management.

• Set up service providers for Service Management.

Understanding Customers and Service Providers

You can use the Address Book system to create a database of information about customers and service providers, including their addresses and phone numbers. The system creates the SWM Address Book Information table (F1797), which is an extension of the Address Book Master table (F0101) and which stores the additional SWM address book information.

For CAM, you must define SWM information in business units and in the address book records of employees who create or revise work orders. The equipment record uses the business unit to represent the primary site and owner of the asset.

Customer Setup

You must create an address book record for a customer before you can create contracts, enter cases, or enter work orders for them.

Service Provider Setup

Service providers enter cases and fulfill work orders. By maintaining records on service providers, you can also track customer satisfaction regarding each service provider. For example, a service provider can be a consultant on a case, a technician on a work order, or an authorized dealer. Set up service providers in the address book.

Note. For CAM, you must set up all users of work order programs to be service providers to ensure that they can enter work orders. The only required field on the Service Provider Revisions form is Time Zone. The remaining fields apply to the Service Management system.

For Service Management, you must set up all users of work orders, contracts, or cases to be service providers.

Forms Used to Set Up Customers and Service Providers for Service Management

Setting Up Customers for Service Management

Access the Customer Information Revisions form.

To create contracts, enter cases, or enter work orders for a customer, you must also add Accounts Receivable information to the customer record.

Contracts Adjustment Schedule	Enter a value from UDC 40/AS (Schedule Name) that identifies a price and adjustment schedule. A price and adjustment schedule contains one or more adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. When you enter a contract, the system uses the adjustment schedule from the SWM customer additional information. You can override this schedule at the detail line level. Enter the adjustment schedule for the Advanced Pricing system to use to price contracts.
Work Orders Adjustment Schedule	Enter a value from UDC 40/AS (Schedule Name) that indicates the adjustment schedule that you want the Advanced Pricing system to use to price parts and labor when billing work orders.
Cases Adjustment Schedule	Enter a value from UDC 40/AS (Schedule Name) hat indicates the adjustment schedule for the Advanced Pricing system to use to price cases.
Receivables Y/N (receivables yes/no)	Select this option to accept receivables from this customer.

Note. If you need to delete a customer, click Delete on the Work With Service/Warranty Management Information form. The system deletes the SWM information only from the SWM Address Book Information table (F1797); it does not modify the Address Book Master table (F0101).

Setting Up Service Providers for Service Management

Access the Service Provider Revisions form.

Inactive	Select this option to for service providers who are not active. You can review active or inactive service providers for reporting purposes.
Payables Y/N/M (payables yes/no/miscellaneous)	Enter a code that identifies the address as a supplier. Values are: Y: Yes, this is a supplier. A processing option specifies whether the supplier master record appears automatically after you add an address. N: No, this is not a supplier. This code does not prevent you from entering a voucher for the address. M: This is a miscellaneous, one-time supplier. This code does not prevent you from entering multiple vouchers for the address. F: This is a supplier with a foreign address. The IRS requires U.S. companies to identify suppliers with foreign addresses for 1099 reporting. You should assign tax authorities as suppliers. This enables tax payments to be made to tax authorities. CodeN is informational only unless you set a processing option. In that case, a warning message appears if both the Payables and Receivables fields are N.
ACD Extension (automatic call distribution extension)	Enter a number, without the prefix or special characters such as hyphens or periods, that makes up the telephone number for an entity. You can use any applicable telephone number format for a country. This field is used in conjunction with the Prefix field (AR1), where you enter the first segment of the telephone number, which is called the area code in the United States. When you search for an address using a phone number, you must enter the number exactly as it is set up in the Address Book system, including any special characters. The ACD Extension field (Automatic Call Distribution Extension) is an extension of the phone system for the provider. When a case is assigned to a service provider, the system assigns this extension to the case.
Mail Box Designator	Enter the mailbox that is associated with the queue that should be used on delivery of the message. When a case is assigned to a service provider, the system places the case into this mailbox in the Message Center. If you leave this field blank, the queue that is defined in the mailbox appears as the default value.
Pager/E-mail Address	Enter text in this field. If you enter a pager or email address, the system notifies the service provider by page or email when a case or work order is assigned to that service provider.

Default Account Number

Adjustment Schedules

Payment/Pricing

Note. If you need to delete a service provider, click Delete on the Work With Service/Warranty Management Information form. The system deletes the SWM information only from the SWM Address Book Information table (F1797); it does not modify the Address Book Master table (F0101).

Setting Up Suppliers

This section discusses how to set up suppliers for Service Management.

Form Used to Set Up Suppliers for Service Management

Setting Up Suppliers for Service Management

Access the Supplier Information Revisions form.

Setting Up Inventory Information for Service Management

This section provides an overview of inventory information for Service Management and lists prerequisites.

Understanding Inventory Information

Service Management uses the Inventory Management system to store item information that is specific to Service Management. You must create an item master and assign the item to a branch/plant location. The information that is specific to Service Management items includes product family and product model information.

Item Master Creation

You must enter master information for all stock and non-stock items. Master information includes the item number, item name, description, and other general information about the item. The system uses this information to identify each item in the distribution and manufacturing systems.

You might want to enter one item that you can use as a template when you enter additional items. On the item template, you can enter field values that are common to the other items that you want to add. When you add the new items, you locate the item template and then modify field values as necessary.

When you enter a new item, the system creates an item master record in the Item Master table (F4101) and stores information that is specific to Service Management in the Item Master - Service/Warranty Extension table (F4117). After you have created the item master record, you cannot delete master information for the item if any of this information exists:

• Item branch records

• Bills of material

• Item cross-reference numbers

• Supplier relationships

• Sales prices

Assignment of an Item to a Branch/Plant

You can assign an item to a branch/plant to indicate where the item is located. The information about an item might differ from warehouse to warehouse. For example, taxes might be applicable to an item in one warehouse but not in another. You might also have different quantity requirements for items, depending on the warehouse. Every JD Edwards JD Edwards EnterpriseOne system that retrieves item information searches for the item branch/plant information before using item master information.

When you add branch/plant information, the system creates a record in the Item Branch File table (F4102) and stores information that is specific to Service Management in the Item Branch Master - Service/Warranty Extension table (F41171).

See Entering Branch/Plant Information.

Prerequisites

Before you set up inventory information:

• Enable access to Service Management information by selecting the SWM Installed option on the SWM System Constants Revisions form.

  See Setting Up Service and Warranty Constants.

• Verify that the processing options for Item Master (P4101) are set with item defaults, versions, and display options when you add an item to the system.

  See Setting Processing Options for Item Master (P4101).

• Verify that the processing options for the Item Branch program (P41026) are set with item defaults, versions, and display options when you attach an item to a branch/plant in the system.

  See Setting Processing Options for Item Branch Plant (P41026).

Setting Up AAIs

This section provides an overview of AAIs and discusses how to set up AAIs for Service Management.

Understanding AAIs

To record financial transactions, you must identify information about the account structure and specific account values to process transactions properly. You define the account structure and specific account values by using AAIs. The system stores the AAI values in the Automatic Accounting Instructions Master table (F0012). Whenever a program performs an accounting function, it accesses the Automatic Accounting Instructions Master table. The system uses AAIs to determine how to distribute GL entries that the system generates.

You must create AAIs for each unique combination of company, transaction, document type, and GL class that you anticipate using. Distribution AAIs define the rules by which the Service Management system and the general ledger interact. Accounting AAIs define the rules by which the Service Management, Accounts Payable, and Accounts Receivable systems interact. When you define AAIs, you establish how the system processes transactions for various programs.

Based on the key fields, such as GL Category Code, Document Type, Company, and Cost Type, the system writes transactions to an account based on the specified business unit, object account and, optionally, subsidiary.

You can indicate a specific branch/plant for the object account and subsidiary to which the system writes journal entries. Or you can leave the branch/plant blank. The system identifies the appropriate branch/plant according to the system constants.

These distribution AAIs are contract-related:

• 1750, Contract Revenue.

• 1751, Contract Short-Term Revenue.

• 1752, Contract Long-Term Revenue.

• 1753, Contract Cancel Fees.

These distribution AAIs are work order-related:

• 1742, Service Orders

• 1782, Service Order Claims

These distribution AAIs are inventory-related:

• 4124, Expense or COGS

• 4122, Inventory

These distribution AAIs are routing-related:

• 3122, Routing Service Costs

• 3401, Accruals

These distribution AAIs are warranty claim-related:

• 1723, Warranty Claim Price Adjustment.

• 1724, Warranty Claim Offset.

• 1743, Warranty Claim A/R Offset.

• 1785, Warranty Claim A/P Offset.

• 1725, Supplier Recovery Price Adjustment.

• 1726, Supplier Recovery Offset.

• 1744, Supplier Recovery A/R Offset.

• 1786, Supplier Recovery A/P Offset.

See Also

Understanding AAIs for Contracts Setup

Understanding Work Order-Related AAIs

Understanding Warranty Claims Management

Form Used to Set Up AAIs for Service Management

Setting Up AAIs for Service Management

Access the Account Revisions form.

Branch Plant	Enter a business unit on the work order in the Charge to Cost Center field.
Sub	Enter a business unit on the work order in the Cost Code field.

Setting Up Assessor Defaults and Rules Sequence

This section provides an overview of the Assessor Defaults and Rules Sequence program and discusses how to:

• Set up assessor defaults and rules sequence.

• Set processing options for Assessor Default Entry (P17113).

Understanding the Assessor Defaults and Rules Sequence Program

The Assessor Defaults Entry program (P17113) provides you with a way to set up and maintain default information for assessors and supplier recovery managers (SRMs). You can determine the criteria to use when assigning assessors and SRMs, and you can define the default rules sequence.

The way that you set the Activity Types processing option determines how the form title of this program appears. For example, the Work With form can appear as:

• Work With Assessor Defaults - Warranty Claim.

• Work With Assessor Defaults - Supplier Recovery Claim.

• Work With Assessor Defaults - Product Registration.

In addition, selections from form menus, fields, and some column headings in the detail area change.

Forms Used to Set Up Assessor Defaults and Rules Sequence

Setting Up Assessor Defaults and Rules Sequence

Access the Assessor Defaults Revisions form.

To set up assessor defaults and rules sequence:

1. Complete the fields on the Assessor Defaults Revisions form, and click OK.

2. Select Sequence Rules from the Form menu on Work With Assessor Defaults.

3. On Assessor Default Rules Sequence, enter Y or N in the fields and click OK.

Setting Processing Options for Assessor Default Entry (P17113)

Use this processing option to supply the default value for the Assessor Default Entry program.

Defaults

This processing option specifies the default value for the activity type.

Setting Up Repair Time Schedules

This section provides an overview of the Standard Repair Time Entry program and lists the form used to set up repair time schedules.

Understanding the Standard Repair Time Entry Program

Use the Standard Repair Time Entry program (P1771) to set up default labor hours. When you enter a warranty claim or a supplier recovery claim, if the processing option is set to automatically create a labor line, the program determines the number of labor hours, based on this setup.

Form Used to Set Up Repair Time Schedules

Setting Up Document Type Information

This section provides an overview of document type information and discusses how to set up document type information for JD Edwards EnterpriseOne Service Management

Understanding Document Type Information

Document types can have various characteristics associated with them. The system stores this type of information in a code table that is specific to the type of information.

You can set up and maintain information about document types by using the Document Type Maintenance program. This program updates the Document Type Master table (F40039), a single repository for information that is currently stored in various UDC lists. This program also updates the User Defined Codes table (F0005).

The Document Type Maintenance program currently maintains information for document types in these UDC lists:

• Trace/Track Document Types (40/DC).

• Commitment Document Types (40/CT).

• Blanket Order Types (40/BT).

• Inventory Update Types (40/IU).

• Transaction Type (39/TT).

• Nature of Transaction (40/NT).

• Category of Order (40/OC).

• Other Quantity (40/OQ).

• Interbranch Orders (40/IB).

• Service Contract Type (17/CM).

• Work Order Type (48/OT).

• Carton Status (46/RS).

  Note. Adding information directly into the listed UDC tables updates only the F0005 table. It does not update the Document Type Master table.

You can use the Document Type Maintenance program to add document types. Using this program is an advantage if you specify some or all of the other information that is included in the Document Type Maintenance program.

Form Used to Set Up Document Type Information

Setting Up Document Type Information for Service Management

Access the Document Type Revisions form.

To set up document type information:

1. Complete the Document Type field.

2. Select one of the options for Transaction Type on the Inventory tab.

3. Select the Include in Integrity Report option to include the document type in the integrity report.

4. Select the options and complete the field in the Lot Trace/Track heading region.

5. Click the appropriate tabs and complete the fields to set up document type information for Sales Order Management, Procurement, Service Management, Work Orders, or Shipping.

Inventory

Sales

Procurement

S/WM

Work Order Definition

Shipping