When you use stages, you can control the flow of a service order through the tasks that different people perform in the service organization. You define how many stages a service order has to go through by creating one or more stages. The sequence of stages must contain one initial stage, that is, a single stage that does not contain any previous stage.
To define what actions are allowed at each stage, select the corresponding check box in the form. To define what actions are not allowed at a stage, clear the corresponding check boxes.
For example, by clearing the check box on all but the last stage that you create in the form, you prevent any service orders from being posted before the service orders have been through the entire sequence of stages.
The following table describes the actions that you can define for a service order stage in the form:
|
Action |
Description |
|---|---|
|
|
The service order can be deleted. |
|
|
Change the field contents of the service order. If this action is not selected for a stage, the service order fields cannot be changed. |
|
|
Cancel the service order. |
|
|
Post the service order. |
|
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Select a stage reason code before the stage can be changed. The stage reason explains why the service order was moved to this stage. |
|
|
The parent is the previous stage of the current stage. To create stages for branching service, define the same parent for more than one service stage. |
|
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Time recording for service orders is stopped. If you move a service order back to a stage where this check box is not selected, the service order time recording is restarted. |
Branching
You can create two or more options (branch) to select from moving from one stage to another in a sequence of service stages. To do this, you reference one stage as a parent for more than one stage that follows in the sequence. When you update a service order with a new service stage and there are multiple options at the next level, a drop-down list appears that displays the options from which you can select.
Branching
example
You set up the following service order stage sequence:
|
|
|
|---|---|
|
Creation |
None (initial stage) |
|
Dispatcher |
Creation |
|
Technician 1 |
Dispatcher |
|
Technician 2 |
Dispatcher |
|
Technician 3 |
Dispatcher |
|
Dispatcher transfer 1 |
Technician 1 |
|
Dispatcher transfer 2 |
Technician 2 |
|
Dispatcher transfer 3 |
Technician 3 |
You created a number of service orders. You update a service order with the Dispatcher stage. When you advance from the Dispatcher stage, you are given the option to select Technician 1, Technician 2, or Technician 3. After this, the progress through service stages again becomes straightforward as only one option is available to Technician 1, that is, Dispatcher transfer 1 and so on for Technician 2 and 3.
If you want to go backwards in service stages you follow the route you have already come and do not get the multiple options selections.
