Use service tasks to describe the task to be completed during a service order. Both technicians and customers will see this information.
You create service tasks in the form, and you associate service tasks with a specific service agreement or service order by creating service task relations. Every time that you create a service task relation you can create:
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Internal notes for the task, such as detailed technical requests for the task that are important for the technician to know.
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External notes that can be seen by the customer. These may provide a less technical explanation of the task that is being completed according to the agreement between the customer and the service company.
As soon as you have set up a service task relation between a service task and a service order or service agreement, you can specify this service task when you create service order lines or service agreement lines for the current service order or service agreement.
When you generate service orders from a service agreement, you can use the service tasks assigned to each service agreement line to group service order lines into service orders.
Example
A technician has to complete two jobs on a gearbox (service object GB - 1234) at a customer site. A service agreement is created for the customer and several transactions are associated with the jobs. The service agreement and agreement lines for the two jobs are shown here:
Service agreement
|
Project |
Service agreement |
Description |
Group |
|---|---|---|---|
|
9012 |
000008_001 |
Inspection and routine replacement - GB-1234 |
Premium |
Service agreement lines
|
Description |
Transaction type |
Service object |
Service task |
|---|---|---|---|
|
Inspection and Cleaning |
|
GB-1234 |
I/C - GB1234 |
|
Travel |
|
GB-1234 |
I/C - GB1234 |
|
Materials |
|
GB-1234 |
I/C - GB1234 |
|
Routine replacement |
|
GB-1234 |
RR - GB1234 |
|
GR-1 |
|
GB-1234 |
RR - GB1234 |
|
GR-5 |
|
GB-1234 |
RR - GB1234 |
The service agreement lines for the two jobs have two service tasks attached to them. The service tasks determine the transactions that belong to each job. In the first case, the service task I/C - GB1234 identifies all the service agreement lines involved in the inspection and cleaning of object GB-1234. In the second case RR - GB1234 identifies all the agreement lines involved in completing a routine replacement job.
The service task relations that connect the service tasks to the specific agreement are as follows:
Service tasks
|
Service task |
Description |
Internal note |
External note |
|---|---|---|---|
|
I/C - GB1234 |
Inspection of gearbox GB-1234 |
Visual and mechanical inspection and cleaning of GB1234 gearbox. |
Routine inspection of gearbox |
|
RR - GB1234 |
Routine replacement of parts in GB-1234 |
Routine service replacement of GR-1 and GR-5 components (for gearboxes manufactured before 2002, also replace GR-2 component) |
Routine parts replacement |
Grouping of
service orders
When you automatically create service orders, you can use service tasks as a grouping criterion. To group service orders by service tasks, define on the service agreement that service orders based on the service agreement should be grouped by service task ID as their initial grouping criterion.
Group by service task
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Click > , and select a service agreement.
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On the tab, select in the field.
