Managing Service Orders

Click the Search button to access the Search for Sold To Customer page, where you can search for an existing company or consumer record in the system, or create a company, company with contact, consumer, or consumer with contact by using the Quick Create feature.

You can also enter the name of the company or consumer requesting service and then click the Search button. On the search page, you can select both the name of the customer and a contact.

Click the Customer link to access the record of the selected company or consumer.

Select to use an anonymous user as the customer for the service order. The system populates the Customer field with the value that the administrator has specified for an anonymous user, and you cannot edit the Customer field until you clear this check box. No change regarding the use of an anonymous user is allowed after the service order is saved.

This check box is invisible on the Service Order page if you clear the Allow Anonymous User check box on the service order configuration template that is used by this business unit.

Enter the name of the person who placed the service request. If you enter the name of a contact first and click the Search button, the system automatically populates the customer, site name, and address information.

Click the directory Search button to access the Search for Sold To Customers page, where you can search for an existing contact record in the system, or create a company's contact or consumer's contact by using the Quick Create feature.

Enter the phone number of the contact.

Enter the postal code of the consumer or customer.

Enter an alternate phone number of the consumer or customer. This field is for information only and is saved only with the transaction, not in the customer's record.

Enter the site where the requested service will be performed. Multiple sites can be associated with each customer. To add a new site for a customer, click the Transfer to Site button to access the Site component.

If you select a customer that is associated with a primary ship-to address (specified in the Customer record), the system automatically populates this field with that address when you select the customer. Later, if you select a site and this site is also associated with a primary ship-to address (specified in the Site record), the system populates this field with that address and overwrites any current address.

If there is no primary ship-to address associated with the customer or site that you select, the system uses the customer address.

Click this link to access the Address Information page, where you can view the address where the requested service will be performed.

Enter the site identification number that is associated with the selected site. You assign a SIN to a valid site through the Agreement component.

This field is not shown on the Service Order page if you clear the Show SIN check box on the service order configuration template that is used by this business unit.

Click the link to access the Incident Address page and specify the location of the incident if it is different from the customer address. You can enter either a street address or the intersection for the incident. Click the Create Using Entered Address button on the Incident Address page to populate the address on the section.

Enter additional information about the location by using free-form text.

Use this free-form field to enter any additional information about the service or problem. If the service order is created from a case, the system enters the problem from the case. This field is positioned before the service information because you may need to record additional information before the service can be determined.

Select the requested service. Services must first be established in the system by using the Service component. The system automatically creates service order activities that have been defined on the service template.

You can modify the service order activities and add additional lines for other service activities.

Enter the product ID that requires service. Before you can specify a product ID, the product must be established in the system.

If you enter a product ID that is associated with more than one installed product, the system displays the Installed Product List page, where you can select the applicable installed product.

The Product ID field and its associated prompt and transfer buttons are invisible on the Service Order page if the Hide All Product Information product display option is selected on the service order configuration template that is used by this business unit.

Enter the serial number of the product that requires service. If you enter a serial number of an installed product that does not have a status of Uninstalled, the system automatically populates the service order with the information from that installed product, including the customer, product ID, and site name–if they do not already exist in the service order.

To add a new installed product, click the Transfer to Installed Product button to access the Installed Product and Service page.

The Serial Number field and its associated prompt and transfer buttons are invisible on the Service Order page if either the Hide All Product Information or the Prompt for Product Master, Hide Install Product Information product display option is selected on the service order configuration template that is used by this business unit.

Select the current priority that is associated with the service order: Low, Normal, High, or Urgent. You can also design notification processes based on these priorities by using the workflow features in PeopleTools. By default, new service orders have a normal priority, and new service order activities reflect the priority of the service order header.

Indicates that the selected product is also an installed product. This check box is visible on the Service Order page only if you select the Prompt for Product Master, Show Installed Product Information product display option on the service order configuration template that is used by this business unit.

Enter the ID of a support case that you want to associate with the service order.

When you create a service order and associate it with a case, the PeopleSoft CRM system records the service order creation on the Related Actions page of that case. If you create a service order from the Related Actions page of the case, this field is automatically populated with the associated case number.

See Defining Business Units and TableSet Controls.

The system automatically selects this check. You can clear it, however, if you don't do billing. This check box controls the pricing of the service fee.

Neither the Billable check box nor the Billing tab appear on the Service Order page if you clear the Show Billing Information check box on the service order configuration template that is used by the business unit.

Click to perform an entitlement search for the new service order. The system uses the information in the Customer Information group box to perform the search. If there is only one agreement or warranty found on the search, it's automatically populates the Entitlements section on the page.

If more than one agreement line or warranty matches the search criteria, the Entitlement Match page appears, enabling you to select the applicable agreement line or warranty.

When you click OK on the Entitlement Match page, the system populates the name of the selected agreement or warranty and its entitlement items in the Entitlements group box. In addition, the system populates the service order with the service from the agreement line. It also populates the committed start and end dates and times when the automatic service order date and time calculation feature is enabled at the business unit level and the entitlements that are needed for the calculation are available. The system also populates the planned dates and times of the activities if autocalculation is turned on.

Once you save the service order, you cannot select another set of entitlements for the service order. You can, however, navigate to the actual agreement or warranty or view the entitlements right from the Service Order page.

For entitlement searches that are performed from the service order, the system considers only agreements with a scope of site.

If the customer prefers dates and times for the service that are different from the committed dates and times, enter them in these fields. The committed dates appear only and are based on the contractual agreement that you have with the customer.

Select to indicate that a service order must be manually approved before any of the service order activities can be approved. The default value for this setting is specified when the service is defined in the Service component. If the definition requires approval, approval status must be manually set to Approved on the service order.

Select the current approval status of the service order. If the Approval Required check box is selected, you must manually change the value from Pending to Approved. When the approval status is changed to Approved, you cannot modify the field.

These fields are automatically populated based on who is logged in. They are display-only fields.

Select a value and then click the Apply Changes button to change the status for all activities.

Use this section to update the dates and times on all activities. You may select only one of the five listed options. To specify a new planned start or end date and time, select either the Use New Start or Use New End option, enter the date and time, and then click the Apply Changes button.

The automatic calculation functionality resets the planned dates and times for the activity appropriately. If no service level can be determined for this service order, then the automatic calculation uses the default service level for the business unit to reset the planned dates and times. The same is true for the Use New End Date option, except that the automatic calculation schedules the activities backwards based on this end date and time.

If you entered a customer-preferred date and time, you may update the planned dates and times by selecting either the Use Customer Preferred Start Date option or the Use Customer Preferred End Date option and clicking the Apply Changes button. The planned dates and times are calculated as described previously, except that the customer-preferred start or end values are used instead of the new planned values.

Use this section to change the assignment on all activities. By first selecting a provider group, you can use the assignment engine to choose multiple technicians or a provider group. You can also click the Add Technician button to manually add a new technician. If you run the assignment engine after specifying technicians, the new technicians are appended to the list of previously specified technicians. Click the Apply Changes button to add the technician to all activities. If there are no provider groups or technicians listed in the grid, then no changes are made to the activity assignments.

Click the Expanded button to view additional information for the individual activity.

If you are using approvals, the technician assigned to the line must be able to see if the activity has been approved before starting the activity. Therefore, if the activity has not been approved, the activity line has a status of Pending Approval, and the only fields that the technician can change are the planned start dates and times, end dates and times, and priority. This is true, however, for the My Service Orders page only.

Click the Search Provider Group button to locate a provider group for the activity. This field is used when clicking the suggest group member button.

Click the Suggest a Provider Group button to select from a subset of provider groups on the Provider Group Summary page that is derived from information on the service order.

Click the Suggest Group Member button to select from a ranked listing of qualified, available technicians on the Candidate Summary page. You must select a provider group before you can generate a candidate list.

Enter the name of the provider group that will perform the requested service work. This field is initially populated with the default provider group that is defined in the selected agreement line (if available) or in the specified service.

Provider groups must first be established on the Provider Groups page. Click the Lookup button to access the Provider Groups component.

Enter the name of the provider group member (technician) who will perform the requested service work. This field is initially populated with the default group member that is defined in the selected agreement line (if available) or in the specified service.

Group members must first be defined on the Provider Groups or Provider Group Members page. Click the Lookup button to access the Provider Group Members component.

Select to indicate that the group member in the Technician Name field of the row is the technician who is responsible for the service order activity. By default, the first technician associated with the line is the lead technician.

Click to add a new technician to the activity.

Use this field to categorizes the time that you are entering. Values may include:

Activity: Select to enter time that is spent on any one of the activities or on the entire service order.

Break: Select to enter the time that the technician spent on break.

Travel: Select to enter the time that it took the technician to travel to and from the site.

Wait: Select to enter the time spent waiting for the customer or other technicians (when no work was being performed).

Select the activity for which you want to record time. This field should contain all the activity names on this service order. If you are recording time for the entire service order, select All Activities. If there is only one activity and the activity name is blank, the system displays the name of the service. If you add a new activity to the service order, the system displays the new activity as well.

Select the name of the technician for whom you are entering time.

Select this check box if the time is billable to the customer.

Displays the difference between the start and end of the time entry. The system displays a grand total at the bottom of the page.

Select this tab to enter the start date and time and the end date and time for the activity.

Enter any comments about the time that you are entering.

Click to copy the existing activities and their planned times into the time log. Use this feature to reduce data entry if the actual time is the same as the planned time. If there are any variations in the planned and actual times, you can update or delete the entries and add new entries.

Use the fields on this tab to record information about the materials that were used for the activities on the service order. After you select the activity and item, use the Action field to indicate if the item was removed, used, or not used. You can also record quantity, the item's serial ID, lot ID, and if the material usage is billable.

Select this tab to view or enter the purchase order number, line number, interunit order ID, and interunit order line information for the item.

Select this tab to choose a failure code for any part or item that is not operational.

Select this tab to view whether the item is serviceable, returnable, or consumable.

Select the name of the technician who performed the action. You can select any technician that is assigned to the service order.

Use this tab to enter expense information that was incurred by the technician, including the expense type, amount, and currency.

Select this tab to enter a description and a comment for each expense item.

Select the customer that should be billed for the service.

Select the contact that should be billed for the service.

Select the customer address to which the bill should be sent.

Select the currency that the customer is using for the transaction.

The currency name appears to the right of the field. When the information is sent to PeopleSoft Contracts, the system prints the name of the currency on the invoice.

Enter the customer-provided purchase order number.

Select if the customer intends to pay for the service by invoice.

If you selected the Invoice option, use this field to select the billing cycle for the invoice (for example, NET30 - Due in 30 days). The payment terms appear on the invoice that is sent to the customer.

Select if the customer intends to pay for the service by credit card. The system displays the Credit Card Information link after you select this option.

Click to access the Credit Card Details page, where you enter credit card authorization information, such as the card type, card number, expiration month, expiration year, and verification number. The system displays the authorization status, date, and code on the Transactions Results page after you click the Submit Transaction button on the Credit Card Details page.

The Credit Card Details page is also used in the Case component to submit customers' credit card information for authorization purposes.

See Credit Card Information Page.

See Setting up Credit Card Integration for Integration Broker in: Integration for Integration Broker

Click this link to access the Tax Parameters page, where you indicate whether the customer is exempt from taxes. If the customer is tax-exempt, enter the exemption certificate number and tax code that the customer supplies to you.

The system uses a default tax code based on the customer's address, but you can override it by choosing another value.

Click the Expanded button to the left of the Fee column to view all billable amounts that were included in the price for a given fee.

Select the plus sign (+) to indicate a positive adjustment to the price or the minus sign (-) to indicate a negative adjustment to the price.

Enter either a dollar amount or a percentage value.

Select Percent or Amount.

Select the reason for the adjustment. These values are user-definable. The PeopleSoft system delivers this feature without any values.

If the predefined values for the Reason field do not describe the reason for the adjustment, click this link to access the Other Reason page, where you can enter a unique description of the reason.

This value is calculated when you click the Recalculate Totals button. The system sums the total of the price, plus or minus any adjustments.

Click this button any time there is a change to the Billing Details grid that impacts the price or the currency code. The system recalculates the total cost of the fees.

Click this button to clear all adjustments that were made and return to the original total amounts.

Click the Details button to open the corresponding object.

Select an object, Business Project or Troubleshooting Guide Script, to associate with the service order.

If you added a branch script to a service, the system automatically populates the script for service orders that are created for that service.

Click to access the Use Troubleshooting Guide or Use Business Project page, where you select the business project or troubleshooting guide that you want to associate with the service order.