A service order represents the visit by a service technician to a customer site on a specific date.

Each service order consists of one or more service order lines. These represent the hours of work to be performed by the service technician and items, expenses, and fees.

You can attach tasks and objects to a service order line and thereby group service order lines by tasks or by objects. You can also attach items listed in the inventory to service order lines.

Service order creation

You can create service orders both manually and automatically:

  • Automatic creation - Service orders are created from a service agreement and its attached service agreement lines.

  • Manual creation - It is sometimes useful to manually create service orders. For example, an unscheduled visit to a customer.

Service stages

You can set up a stage system for service orders that mirrors the progress of a service order through different teams and work processes in the company. At each service stage, specific actions are allowed. For more information, see About service order stages.

Automatic creation of service orders

Service order creation

You have a service agreement that covers the calendar year of 2007. However, you only want to create service orders month by month. Therefore, you start creating service orders from 01-01-2007 until 01-31-2007 (A).

Item requirements

The service orders created from the service agreement are then processed by the dispatcher. On the first service order the dispatcher realizes that the technician needs an important spare part that is not on-hand in the inventory. Therefore, she creates an item requirement for the spare part directly from the service order (B).

Service stages

This first service order is then approved by the dispatcher (C), and she updates the service order stage and specified a reason code. It states that the service order has been released to the technician (D).

The service technician goes to the customer site and performs the service order.

Move and post lines

After he returns from the service visit, the service technician updates the service order lines with changes. While at his service visit, he also performed a service job that was scheduled to have been conducted during the next service visit. Therefore, he moves the lines from the following service visit to the current service visit (E). He then posts the service order (F).

Cancel service orders

One of the other service orders generated for the month of January becomes obsolete because the job is canceled. Therefore, the service dispatcher cancels the service order (G).

Post from Project

At the end of each week the dispatcher wants to post all service orders attached to a specific project. She locates the relevant project in the form and posts the finished service orders (F).

Manually created service order lines

In the month of March your customer decides to have service performed on two machines in addition to those specified for the service agreement. For this task, you create the service orders manually (H).

Delete service orders

During the second half of the year your customer decides that the service visits are too infrequent. You must create a new, more frequent series of service visits for the remaining time on the service agreement. Therefore, you must delete the existing created service orders (I) and create new service orders.

A Create service orders

B Create item requirements for service orders

C Change the service order stage

D Create reason codes

E Move service order lines

F Post service orders

G About canceling service orders

H Create service orders manually

I Delete service orders

Manual creation of service orders

The company dispatcher receives a call requesting emergency service on an elevator. Because there is no time to create the preparatory setup for a service agreement and a project for the service, you create a service order directly in the form, attach it to an existing project, and create the service order lines manually (A).

You can create a task or object relation for an existing service order to record work that is not related to the service agreement (B).

The rest of workflow for handling these types of service orders is the same as described for automatic creation of service orders.

Tip Tip

When the check box is selected in the form, you can create a service order without attaching a service agreement.

A Create service orders manually

B Create service task relations