Overview

Service orders are used to schedule normal service calls, assign work, track the status of each work item, and bill the customer once work is complete.

Each service order records details of a single job. A service order can have a number of associated activities (such as travel time, work time, testing of results, and so on).

This feature is not available in Readysell Lite.

Benefits of service orders

Quickly record the important facts about every request for service.
Efficiently handle both regularly scheduled and on-demand service requests.
Get the right technician dispatched or assigned to a service order.
Know the current status of each service order and know which ones need special attention.
Quickly record the parts and services used on a service order.
Ensure that service orders are billed accurately and promptly.
Track the service history of each customer and piece of equipment.
Make sure that fees such as travel or time charges are charged when appropriate.
Instantly answer your customers' questions about the status and details of the work being done for them.
Evaluate the work being done by each of your technicians and service locations.
Show historical transactions for the current machine such as
- Sale Orders
- Service Orders
- Sale Shipment Lines
- Bank Deposits
- Purchase Orders

Getting Started

Reference

Buttons

Refer to Common Buttons.

Image	Name	Description
	Purchase	If the user selects purchase back orders, then generate purchase orders for back ordered quantities. If the user selects 'Purchase All', then add all lines on the service order to the purchase order as purchase order lines. Use the quantity ordered as the quantity purchased. Once the purchase button is clicked and you realize you need to add more parts, you can add the extra lines to the service order, then click the 'Purchase' button again. As long as they are all open, the existing purchase orders are deleted. Then purchase orders are extracted again for the service order. The button will be greyed out if there is at least one existing purchase order for the service order where the purchase order status is not open.
	Ship	Changes the Service order into a shipment ready to be invoiced
	Generate Return	Generates a Service order return
	Create Customer	Quickly creates a new customer
	Send	Send this service order to the customer either by printing or emailing (background or prompt)
	Standard Note	Standard Note fault description (there should be a standard list to choose from that you can add to if required)
	Quote View	Show a quotation version of this service order
	Select Address	Select the address from the customer's card where an alternate address may be available to use
	Cancel Order	Cancel the remainder of this service order
	Hold	Allows users to place service orders on hold manually, blocking it from being processed.
	Pay	Add a payment to this service order, can only have one sale shipment, you will not be able to set the workflow status of a service order to 'Ready' if it is partly paid.
	Service History	Show historical transactions for the current machine such as Sale Orders Service Orders Sale Shipment Lines Bank Deposits Purchase Orders

Fields

Field	Description
Type	This is the transaction type for this service order
Number	The number for the transaction of this service order
Status	The transactions current status which can have optional colour coding of the status property on all transactions
Date	The date and time the service order was created.
Customer	This is the customer for this service order
Customer Order	This field shows the Customer Order for this service order
Workflow Status	The workflow progress status for this service order
Service Order Priority	The service order priority
Order Type	Note: Order type defaults to the most probable type when opening a new service order. The default can be changed in System types > RECORD-DEFAULTS. Select the order type of the service order. There are essentially two ways of managing service orders: (1) Using workflow status. This results in a step by step control of the workflow. Where each step can only be followed by a specified list of following steps. Workflow status is harder to setup than order types. It requires a more disciplined approach. As the next workflow status for a service order is determined by it's current status. A job in the workshop for example may not be able to be invoiced directly. You may have to change the status to being checked then delivered before you are allowed to invoice it. Workflow status requires quite a bit of thinking, planning and implementation effort. But results in a more disciplined and controlled workflow when it is implemented. (2) Using order type. Orders can be assigned a type. While you can have as many types as you like. Types can't be linked to steps in a workflow. If you want to change the order type on an order. You manually select the new order type. Order types are simpler to setup and run than workflow status. But are more limited as they don't force you to proceed with the service order workflow in a particular manner.
Product	This is the product for this service order
Manufacturer	Applicable to Service Order Warranty (SRVWAR). Specify the manufacturer of the product who the service cost will be charged to.
Machine	This is the machine for this service order, you can create a new machine from here by clicking on "new". Another screen will opened with pre-populated fields.
Serial Number	This is the serial number for the machine
Assigned To	This is the user for this service order
Charge to	The card to which the invoice is charged to. For a Service Order Warranty this is set to the value specified in the Manufacturer field.
Work Location	Location to carry out the service e.g. OnSite
Warranty Reference	Applicable to Service Order Warranty (SRVWAR) e.g. warranty reference number
Percent Allocated	Percentage allocated of resources, products and parts required for the service order. e.g. 100% means no waiting on B/O products or parts. Less than 100% means waiting on B/O.
Value Inc Tax	The value inc tax ordered for the service order
Tax Value	This shows the tax applied to the service order. This value is automatically calculated
Balance
Fault Description	The fault description for the service order
Repaired Description	The repaired description for the service order
Comment	Any useful notes

Lines Tab

Buttons

Image	Field	Description

	Set Value	Allows users to to apply discount percentage to line items. Popup appears allowing the user to enter a discount percentage. Only the selected line items are discounted in this case.

Field	Description
Product	Product ID
Name	Product
Qty	This field shows the unit quantity ordered for this line
Unit Quantity on Hand	The quantity of this item that is available on hand.
Supplied Qty	This field shows the unit quantity supplied for this line
Actual Qty	This field shows the unit quantity actual for this line
Allocated Qty	This field shows the unit quantity allocated for this line.
B/O Qty	This field shows the unit quantity back ordered for this line
Unit	The product unit for this product line
Action By
Date	The date and time of the line
Price Inc	This field shows the unit price including tax for this line
Disc	The discount applied to the item, expressed as a percentage
Tax
Tax Value	This shows the tax applied to the product. the value is automatically calculated
Value Inc	The value inc tax ordered for this line
Notes
Value Inc Tax Actual	This is the value inc tax actual for this line
Value Inc Tax Supplied	This is the value inc tax supplied for this line

Line Details tab

Field

Description

Status

Please enter this line status

Supply Type

	Allocate	Back Order	Use Case / Notes
Allocate	Any stock that is available	Remaining quantity	Default. Used in majority of cases.
Ignore	No	Full quantity ordered	Behaves like stock allocation was turned off. This has several implications. No stock allocation and autowarehousing will not produce a picking slip for this e.g., displayed stock "never" to be allocated. If you click on the ship button, the whole on order quantity will be extracted to the sale shipment. As sale shipments include everything on order when stock allocation is turned off. Could be used in the case where the customer has their supply type set to Ignore and their order is always drop shipped from the supplier (purchase order raised from sales order) You can set a supply type on all lines of the sales order to Ignore and hit ship and use the Show In Report to get a Pro Forma Invoice that you can send the customer before you actually do invoice them.
Priority	Any stock, even if it's been allocated elsewhere	Remaining quantity	Urgent orders.
In Stock	Only allocate if full quantity remaining on order is available	No	The behavior of in stock is only allocate stock if the full quantity remaining on order is available. If full quantity is not available fully back order the item. Allowing users to purchase the whole amount. One shipment per line
Back Order	No	Full quantity ordered	Manually control the order processing however still want to increase the stock quantity on hand via purchase run.
Quarantine	No	No	Location for returned stock or over supply of stock quantity for reviewing and processing at a later time.
Waiting	No	No	Set by the system if the order has a future "Ship After" date or is waiting on stock from drop shipments or allocated purchases.

Price Code

The price code on this line

Value Ex Tax

This is the Value Ex tax ordered for this line

Unit Cost Ex Tax

This field shows the unit cost excluding tax for this line

Unit Tax

This field shows the unit tax for this line

Margin

This is the margin for this line

Gross Profit %

The gross profit for this line, expressed as a percentage

Act Yield Days

Act Yield Meter Cnt

Warranty

This is the warranty for this line

Warranty Expiry

The warranty expiry date for this line

Line Notes tab

Field	Description
blank text field	Provided you have selected a line of product on the Service Order to attach a note to, you can key in any related note, colour the font, highlight the font, make is larger/smaller, etc. This will then print on the shipment and invoice.

Internal Notes tab

Field	Description
blank text field	Provided you have selected a line of product on the Service Order to attach a note to, you can key in any related note, colour the font, highlight the font, make is larger/smaller, etc. This will only print on the shipment and NOT for customer .

Product Summary

Field	Description
Unit QOH

Serial Numbers

Field	Desc
Number

General Tab

Field	Description
Price Level	Manually overrides the price level on the service order (Example: The user enters a sales order. The customer is set to the level 1 price level. The user negotiates a special deal with the customer. They change the price level on the sale order to government price level. All the sell prices that are not manual sell prices on the sale order lines recalculate to government price level)
Carrier	The courier carrier
W/F Change Due
Date In
Date Due
Date Out
Return Types
Warranty Reference
Warranty Claim For
Model	Model of the machine
Next Call Due Date
Value Ex Tax	The value of the transaction (excluding tax)
Tax Value	The total value of tax applied to the product movement.
Value Inc Tax	The value of the transaction (including tax)
Cost Ex Tax	The product cost before tax.
Margin
Gross Profit %	The gross profit made on the product, expressed as a percentage.
Total Labour Supplied
Total Labour Actual
Site	The site where the service will be.
Meter
Period	The period in which the service order occurred in.
Created By	The Readysell user who created this card.
Document Group
Sale Invoice
Supplier	This is the supplier for this serial number
Supplier Credit
Line Status
Cost Level
Token
Date of last receipt
On Hold
Overdue
Call Back
Incomplete Call

Customer

Field	Description
Contact Person
Contact Name	The customers contact name
Name	The contact name
Street 1- 4	The full address of customer
Suburb	The suburb of the address
Phone	The phone number of the contact
Fax	The fax number for the contact
Email Address	The emailed address for the contact
ABN	The ABN for the customer

Status Log

Field	Description
Created Date	Date and Time the service order Note was created
Service Order Status	This is the text for the service order note
Text	This is the text for the service order note
Created By	The Readysell user who created this card.

Shipments

Field	Description
Transaction Number	The transaction number of the shipment
Customer	This is the customer for the shipment
Value Inc Tax Shipped	This is the value inc tax shipped for the sale shipment

Cases

Field	Description
Transaction Number	The number for the transaction of the linked case
Card	The card for the case
Name	This field shows the name for the case
Status	The status of the case (e.g: open)
Transaction Created via
Assigned To	This is the user for this service order

Calls

Field	Description
Transaction Type	The transaction type of the transaction.
Transaction Number	The transaction number of the call.
Status	The status of the call
Date	The date and time of the created call.
Workflow Status	The workflow status of the call
Assigned To	This is the user assigned to the call

Activities

Buttons

Image	Field	Description
	New	This creates a new service order call
	Finalise	This finalises the service order call
	Delete	This deletes the selected service order call if Service Order status = open and Service Order Call status is open
	Show Transaction	This opens up the service order call screen

Fields

Field	Description
Created At	The date at which the activity was recorded on the computer. Read only, filled in automatically by the system.
Date	The date the activity took place.
Start Time	The time at which the activity started.
End Time	The time at which the activity was completed
Type	The type of activity required (e.g: Labour or Travel)
Workflow Status	The workflow status of the activity. For example "PartsOrdered" if parts had to be ordered before work can continue.
Change Workflow Status	The overall workflow status of the service order can be changed from an activity. For example if the job is Ready to invoice. The workflow status on the activity can be changed to "Ready" and the "Change Workflow Status" check box can be ticked. This would result in the whole service order having it's status changed to Ready to invoice.
User	The user that performed the work.
Travel Kms	The distance travelled in KM or any travel time associated with the activity.

Activity Parts

Field	Description
Product
Product Unit
Unit Quantity Used

Repaired Description

Field	Description

Comment

Field	Description

Note

A description of the work performed

Meter Counts

Field	Description
Meter
Old Count
New Count

Attachments

Field	Description
File Name	Name of the file that has been attached in the email
Created At	The date and time when the email was created
Size	File size
Created By	User who created the message

Message Logs

Field	Description
Subject
Date

Schedule

Field	Description

Notes

Field	Description
Text	This is the text for the note
Transaction Number	The transaction number for the associated transaction
Transaction Type	The type of the associated transaction
Transaction Date	The date when the transaction occurred
Card	This is the card for this note
Product
Machine
External	If this is checked, the note is visible to people external to your organisation. If this is blank, only internal users can see the note.
Display on Sale	If this is checked, the note can be displayed on a sale invoice
Display on Service	If this is checked, the note can be displayed on a service invoice
Display on Purchase
Supplier Note Display on Purchase
Sale Note	If this is checked, the note can be for a sale
Service Note	If this is checked, the note can be for a service order
Purchase Note	If this is checked, the note can be for a purchase order

PM Message

Field	Description
Preventative Maintenance Required	This flag indicates whether or nor a PM is required
Message Area	Contains PM message