Configure the Cancel and Delete Behavior for Service Requests with Parts Orders

If a service request is canceled or deleted before the parts on an order are sent, it's likely that the parts order should also be canceled to avoid unnecessary costs.

With the Manage Service Request Parts Order Disposition Options task, you can configure what happens when a user attempts to delete a service request that has parts on order. You can also specify which service request status values indicate the cancellation of a service request. The application prompts the user to confirm what they want to do before the status can be changed.

To configure the delete and cancel processing behavior:

In the Setup and Maintenance work area, go to the following:

• Offering: Service

• Functional Area: Service Request

• Task: Manage Service Request Parts Order Disposition Options

To configure the processing for if a user tries to delete an order with parts:

1. Click the Execute part order delete processing check box if you want the application to check to see if there are parts orders when the user tries to delete a service request.

   If you do not check this box, a service request with parts orders is not affected if it's deleted. If you check this box, service requests that contain parts orders will be evaluated based on whether the next check box is checked.

2. Click the Allow deletion of service request with noncancelable part orders check box if you want to allow users to delete a service request even if there are parts orders that have already been sent to the customer.

   If parts order delete processing is turned on, but this box is not checked, users can't delete a service request that has parts orders, unless all the parts orders are canceled. If this box is checked, users can delete the service request anyway. In this case, the application will also try to cancel the remaining parts orders that can still be canceled.

To configure the processing for when a user tries to cancel an order with parts:

Use the Service Request Resolved Status Type region of the page configure how the application responds when a user tries to set certain status values on a service request with parts orders that have already been sent to the customer.

Status values with a resolution type of Resolved suggest the assistance is no longer required. Some status values also might indicate that a problem was fixed. In cases where parts were ordered to help the customer fix the issue, but the status value suggests the customer might not need the parts anymore, you can configure the cancel processing to determine how the application responds.

1. Check the check box in the Cancel Part Order Process column for the status you want the application to run cancel processing. This means if the user tries to cancel an SR that's in that status, the application checks to see if there are any parts on the SR that have already been sent out. The user is then notified so they can decide if want to continue.