Merchandising and Distribution > Logistics > Service Processing > Enter a Service Order
Customer > Customer Service > Enter a Service Order
Customer > Coordination and Logistics > Service Processing > Enter a Service Order
Tabs: Customer, Scheduling, Merchandise, Non-Merchandise, Parts, Labor, Charges, Total
The process of automated customer service begins with the entry of a service call into the system using this program. This program generates an initial service order detailing the customer’s information, as well as specific information about the purchase in question and the problem. The service order becomes the primary instrument to track the call from receipt to resolution.
If using eSTORIS A set of applications that allows you to bring your STORIS system onto the World Wide Web to create a "virtual store"., your customers can enter service orders via your eSTORIS web site. eSTORIS transmits service orders to STORIS immediately upon completion, assigns a status of Pending, and generates an alert email to the service coordinator designated in the Web Control Settings.
This
routine may be affected by Regional
Processing restrictions. That is, you may not have
access to all customers and locations.
To add or delete line items on orders to which deposits and/or financing
have been applied, users must have access via the Delete/Edit
information on open transactions field in the Extended
Security settings. For unauthorized users, line items
on such orders are inactive.
Enter the number you want to assign to this service order. If your system is set to automatically assign transaction numbers (via the Next Transaction Number field in the Point of Sale Control Settings), press Enter or click the Plus button to automatically assign the next sequential number.
To update an existing service order, enter the service order number. If you click on the Search button, a menu appears with the following options, any of which you can use to locate an existing service order:
View a Customer's Historical Transactions (Customer Buy History)
View a Customer's Open Transactions (Open Order by Customer)
Search for a Sales Order by a Specific Product (Open Order by Product)
If the Automated & Manual POS Numbers feature is active
in the Warehouse/Store
Location Settings you have the option of manually assigning an
order number or letting the system automatically generate a number
for you.
Specify the type of service order. You have the following options:
H - In-Home - for services performed in the customer's home.
S - In-Shop - for services performed at your facility or at a third-party facility.
Q - Quick In-Shop - for services performed at your facility or a third-party facility and assumed to be complete. The system completes the service order immediately upon filing out of the entry. Status codes with the Close Without Completion field checked in Status Code Settings cannot be assigned to this type of service order.
Document DateEnter
the transaction date for the service order document. Today's date defaults,
but you can enter a different date or select one from the calendar
icon.
Enter the code for the location for which you are writing the order.
The default location from the log-in
screen appears, if any. For quick in-shop orders, if the logon
location is not set up as a service location (via the Service Location
field on the Inventory & Logistics tab in the Warehouse/Store
Location Settings), an error message appears and you cannot proceed.
You can override the default response. If you click on the Arrow button,
a list of locations available to you appears from which you can choose.
For in-shop service orders, the location you enter here determines
the service location. The system references the Service Location field
on the Inventory & Logistics tab in the Warehouse/Store Location
Settings to determine the selling store.
Note that here and at any other Location field, the locations
available to you may be affected by Regional
Processing restrictions.
If the
Store Location is Same as Service Location field in your Service
Control Settings is checked, the store location is automatically
set to the service location once the customer has been indicated and
the service location determined. If you change the service location,
the store location is updated again to match the service location.
You can edit this field up until the first merchandise line item is
entered on the Merchandise tab. After that, this field is unavailable
for change.
Enter the coordinator you want to assign to this order. If you click on the Search button, a list of coordinators appears from which you can choose.
If the Allow Service with No Coordinator field in the Service Control Settings is checked, you can leave this field blank and allow the Day-Ending process to automatically assign a coordinator. Otherwise, this is a required field.
Enter the number of the completed (invoiced) or open sales order, if known. Information displays from the original document such as customer, shipping and merchandise. If you do not know the original document number, you can enter a number of your choice so that you can continue creating the service order.
If the number you enter refers to an open sales order, the inventory on the sales order must be assigned A line-item status indicating the system was able to find and allocate inventory to the line item and assign a serial/reference number., otherwise an error message appears and you cannot continue.
If an in-shop service order is linked to an open sales order, the service order must be completed prior to the delivery date.
If an in-home service order is linked to an open sales order, the service should be performed on or after delivery.
This field is not available if the service is on a stock piece or non-merchandise service.
If you click on the Search button, a menu appears with the following options, any of which you can use to locate an existing document:
View a Customer's Historical Transactions (Customer Buy History)
View a Customer's Open Transactions (Open Order by Customer)
Customer Ship-To Address Lookup - In order to access this option, ADDRESS - Multiple Ship-to Addresses on the Logistics page of Point of Sale Control Settings must be active.
If you select either Customer Ship-to Address Lookup or Search
for Completed Order by Serial Number, you can merge
customer purchase histories in the event that the customer associated
with a service order is not the same as the customer who purchased
the item being serviced.
Enter the code of the customer associated with this service order. If you click on the Search button, the Search for a Customer (Customer Code Lookup) screen appears from which you can select a customer code. To create a new customer record on-the-fly Performed simultaneously, in the midst of another routine., click the Action button An outlet to additional routines and functions. Identified by a lightening bolt image, Action buttons appear next to fields and at the bottom of a screen. at this field and enter the new customer information in the Customer Settings (Customer Master) screen.
If this is an in-shop order to repair stock merchandise, you can enter a valid service location code into this field. In this way, you can create a service order for
stock merchandise in need of repair in that warehouse, or for
merchandise currently reserved to an existing sales order that needs repair prior to delivery.
The customers you can access at this and
other Customer fields may be restricted by Regional
Processing.
Home Phone, Cell Phone, Work Phone, Ext, Primary Email
If available, the customer's home telephone number, cell phone number, work telephone number, work extension number, and primary email address display from Customer Settings.
Purchase SalespersonThe code of the primary salesperson from the original
completed (invoiced) order appears. If the original document does not
exist, the salesperson defined in the Customer Settings appears. You can
edit this field. If you click on the Search
button, a list of valid salesperson codes appears, from which you can
make a selection.
If this is an in-shop order to repair stock merchandise (see the Customer
Code field), the purchase salesperson defaults to the house salesperson
(ZZZ) and you cannot edit this field.
Use this field to indicate the location where the service is being performed. If you click on the Arrow, a list of available service locations appears from which you can choose.
For stock service orders, the service location defaults to the location associated with the customer specified at the Customer Code field. You cannot edit this default response.
For in-shop service orders, the system references the location associated with the selling location (that is, the store or warehouse where the piece is being serviced, whether dropped off by the customer or brought in following pickup from the customer).
For in-home service orders, the system references the customer's zip code to determine the normal ship location, after which it determines that location’s service location (that is, the store or warehouse from which the in-home service order originated).
If the system cannot find a location through the above methods, the Default Service Location established in the Service Control Settings appears.
The locations you can access at this and
other Location fields may be restricted by Regional
Processing.
If the Store Location is Same as Service Location field in your Service
Control Settings is checked, the store location is automatically
set to the service location once the customer has been indicated and
the service location determined. If you change the service location,
the store location is updated again to match the service location.
After you specify an order number, a paper
clip icon appears on the button bar next to the Help button. If
this icon is active (that is, bold-faced) on a tab, it indicates a file
attachment exists for the selected tab or for an item
in the order related to the selected tab (for example, a customer or product).
If the icon is dimmed, no attachments exist for selected tab.
Right-Click Menu
If you right-click anywhere on the Parts tab, a menu with the following options appears:
View a Customer's Historical Transactions (Customer Buy History)
View a Customer's Open Transactions (Open Order by Customer)
Right-click menus are user-defined menus available in selected routines. The options listed above come delivered with STORIS, but you can edit these menus using the Dynamic Escape Settings.
Convert to In-Shop Service - converts in-home service orders to in-shop service orders. This option is available only to users with full service access. No non-merchandise service lines can exist on the order.
Convert to In-Home Service - converts in-shop service orders to in-home service orders. The merchandise must be in the customer’s possession. Open COG (customer's own goods) A feature of the Customer Service module via which you can identify an item on a service transaction as customer goods, for example the repair of a customer-owned item. documents cannot exist on the order.
LastEnter the date of the last contact with the customer.
Today's date defaults, but if you click on the calendar
icon, a calendar appears from which you can select another date.
Use this field with the coordinator and technician tickling
process.
Enter the date of the next contact with the customer.
Tomorrow's date defaults, but if you click on the calendar
icon, a calendar appears from which you can select another date.
Use this field with the coordinator and technician tickling
process. NextEnter
the date of the next contact with the customer. Tomorrow's date defaults,
but if you click on the calendar
icon, a calendar appears from which you can select another date.
Use this field with the coordinator and technician tickling
process.
StatusSpecify
the code of the delivery
contact status (if any) you want to assign to this order. If
you click on the Arrow, a list of contact statuses appears from which
you can choose.
Note that to access this field, you must have clearance via the Change
Delivery Contact Status field in the Extended
Security settings. If no delivery contact statuses exist in
your system, this field is inactive.
DateEnter the contact
date. If you click on the Calendar
Icon, a calendar appears from which you can select a date.
Use this field to enter text relating to the
service order, such as additional customer contact information, etc. Text
entered here displays on the Service Scheduling screen and prints on the
service order.CommentUse this
field to enter text relating to the service order, such as additional
customer contact information, etc. Text entered here displays on the Service
Scheduling screen and prints on the service order.
This field displays one of the following:
SAME - the customer's billing address and service address are the same.
ALTERNATE ADDRESS - another address has been specified for service (via the Service Address Information option from the Actions menu).
The Address field is active for in-home service orders only.
This field displays one of the following:
SAME - the customer's billing address and service address are the same.
ALTERNATE ADDRESS - another address has been specified for service (via the Service Address Information option from the Actions menu).
The Address field is active for in-home service orders only.
Enter the estimated or scheduled date for all service lines on the order. If you click on the calendar icon, a calendar appears from which you can select a date. If you click on the Action button, a menu appears with the following options:
For In-Home orders, if the Original Document referenced is an Open
Sales Order and the Route specified is the Delivery route of that
Sales Order, the sales order delivery date defaults and you cannot
edit it until you select Service Merchandise from the open Sales Order.
Once you select lines lines, the service date becomes available for
change and validated to ensure it is in line with the linked order’s
delivery date (on or after that date.
Enter the current status of the service order. You have the following options:
EST - Estimated - indicates that the service date is an estimate only and that the order has not yet been scheduled.
SCD - Scheduled - indicates that the service date is a scheduled date and all service lines on the order are considered to be scheduled.
PEN - Pending - indicates that the service order is incomplete and requires additional information before the service can begin. If the user does not have security to create a full service order, the system assigns a status of Pending.
Enter the current status of the service order. You have the following options:
EST - Estimated - indicates that the service date is an estimate only and that the order has not yet been scheduled.
SCD - Scheduled - indicates that the service date is a scheduled date and all service lines on the order are considered to be scheduled.
PEN - Pending - indicates that the service order is incomplete and requires additional information before the service can begin. If the user does not have security to create a full service order, the system assigns a status of Pending.
Enter the scheduled time (if any) of the service
for in-home orders only.TimeEnter
the scheduled time (if any) of the service for in-home orders only.
The system uses the route code entered here for in-home service orders to identify the service route for this order. The technician associated with this route code is the default technician on the service and labor lines of the order. The route code defaults from the Service Route Code field in the Zip Code Settings, based on the customer's zip code. If you click on the Search button, you can select a route code from a list of valid service route codes.
If the original document referenced for this order is an open sales
order, the route code specified in this field may be the delivery
route on that sales order. The system assumes the service will
be provided as part of the delivery. A warning message appears and
you can select a customer service route instead. If you change this
field to a valid service route, you have the option to update all
existing service and labor lines for the technician associated with
the new route.
InstructionsUse this field to enter two
lines of text you want to appear on printed in-home and in-shop service
orders.
To print additional instructions for this order,
check the box at this field. Otherwise, leave the box blank.
If you check the box at this field, the contents of the Extended Delivery
Instructions field (if any) in the Advanced
Customer Settings prints on the order.
If you click on the Action button, the Extended
Instructions Text Box appears via which you can enter or edit the
extended delivery instructions.Print
Extended InstructionsTo print additional instructions
for this order, check the box at this field. Otherwise, leave the box
blank.
If you check the box at this field, the contents of the Extended Delivery
Instructions field (if any) in the Advanced
Customer Settings prints on the order.
If you click on the Action button, the Extended
Instructions Text Box appears via which you can enter or edit the
extended delivery instructions.
The Service Merchandise Movement grid, located in the bottom portion of the entry screen, displays the scheduled movement of Service Merchandise (COGS). The grid displays all scheduled movements for Service Merchandise by Service line in chronological order. The grid is selectable and provides access to Maintain a Customer's Own Goods Order for existing individual COG (customer's own goods) A feature of the Customer Service module via which you can identify an item on a service transaction as customer goods, for example the repair of a customer-owned item. documents.
To create a new COG document, select New
COG Entry from the Actions button.
You can generate COG documents only for in-shop service orders.
To avoid scheduling conflicts, the system links service merchandise movement
scheduling and in-shop scheduling.
If the item is on an open sales order you cannot ship COG to customer,
you must use sales order to ship the item to the customer.
The Original Order Piece Selection screen displays when you access the Merchandise tab, provided the service order is for an original document existing in STORIS. You can also access this screen from the Action button at the Product field. (See Product below.) If the original order does not exist in the system, a message appears prompting you to enter the product information on the Merchandise tab, as shown below.
Enter or search for the code of the product for which this service is being performed. If you click on the Search button, you access Search for a Product, from which you can make a selection or create a list of products to edit in the main routine. Once the product has been entered, the Description, Group, and Vendor display from the Product record.
If an original document has been indicated, you can click the Action
button to access the Original
Document Select screen and select another product to be
serviced.
You can enter a product that doesn't
exist in your system, for example to repair a product you don't carry.
The product information is for reference purposes only. That is, the
system does not add the product to the Product file.
If the camera icon to the right of the field is active, you can click on it to view a picture of the specified product. If the camera is dimmed, no image exists for the product at this time.
DescriptionThe description
defaults and cannot be changed if you select a product found on your system.
You can enter a description if you indicate a product that is not found
on your system.
GroupThe product group defaults
and cannot be changed if you select a product found on your system. You
can indicate a product group if you enter a product that is not found
on your system.
Serial NumberIndicate
the Serial Number of the specific piece being repaired. The reference
defaults from the original document, if available. For stock service orders,
you can click Action to locate a specific piece.
VendorThe vendor defaults and cannot
be changed if you select a product found on your system. You can indicate
the vendor if you enter a product that is not found on your system.
ProblemSpecify the problem that
lead to the initial service call. Entry in this field is mandatory. Click
Search to locate a problem code.
Once a code is selected from the list, the Service
Problem Entry Screen displays.
LocationThis field is used to indicate
the current location of the repair merchandise. Options for this field
are Customer, Warehouse,
and Vendor. If this is an In-Home
service, the field will default to C
(Customer) and may not be changed. For In-Shop Customer service,
the default will be W (Warehouse),
but may be manually changed. If C
(Customer) is selected, a COG must first be scheduled to pick the merchandise
up. For In-Shop Stock service, the default will be W
(Warehouse) and may not be changed. A setting of V
(Vendor) indicates that the merchandise has been sent to an outside vendor
for repair. If Vendor is selected, the user will need to create a COG
to get the merchandise back from the vendor and another COG to return
the merchandise to the customer. At this and any other Location field, the locations
you see (that is, the list of locations available to you) may be affected
by Regional
Processing restrictions.
Purchase DateThe date defaults from the
original order/invoice, if available, and can be changed. If the order
is still open, it defaults the document date from the open sale. If the
order is completed, it defaults the completion date of the sales order.
If the original document does not exist on the system, you can still indicate
the date of purchase.
TechnicianIndicate the technician responsible
for the repair. You can click the Search button and select a code from
the list. For in-home service orders, the technician defaults from the
indicated route.
ScheduledA checked box indicates this
service item is scheduled for the date defined on the Scheduling tab.
You can schedule specific lines, while placing other line items on hold
by removing the check in the box.
StatusEnter the code of the status
that best describes the selected line item. If you click on the Search
button, you access the Status
Lookup window from which you can make a selection. For new line items,
the system defaults a status defined in the Service
Control Settings. You can edit this field.
If you assign a status
that is ineligible for a Close Without Completion status as established
in Status
Code Settings, you will receive an error message specifying the reason,
e.g., the line is linked to an open sales order or the line is linked
to parts, labor or charges.
CodeThis field
is used in conjunction with the Location field on this tab to indicate
the current location of the item to be repaired. If Customer was selected
in the Location field, the Customer code defaults in this field. If Warehouse
was selected, the Service Location defaults in this field. If Vendor was
selected, this field is used to enter (or search for) the code of the
outside vendor to whom the merchandise was sent for repair.
Storage LocationThis field is used to enter
the In Shop storage location. Use this field if a warehouse location was
entered in the Code field. If a Default Service Storage Location has been
indicated in the Warehouse/Store Location Settings
(Warehouse Location), it defaults in this field. The contents of this
field appears on the printed work order.
At this and any other Location field, the locations
you see (that is, the list of locations available to you) may be affected
by Regional
Processing restrictions.
Set Service Line Filters - to set the currently selected line item as the filter A pattern through which data is passed. Only data that matches the pattern is allowed to pass through the filter. in the service Line field of the Parts, Labor, and Charges tabs, select this option.
Toggle Display of Product - You can use this Action to toggle the grid view between Product and Vendor Model (if one present).
Use this tab for services not related to any specific merchandise. For example, use this tab to enter service to repair damage to a customer’s house that occurred during delivery. Enter it as Non-Merchandise service. The system assumes non-merchandise service to be in-home service. Therefore, this tab is active only for In-Home service orders. These lines can also have linked parts and labor. This tab is not active for Stock Merchandise service orders.
Service ProductEnter
the code of the non-merchandise service item. Click the Search button
to use Search
for a Product to locate a product code.
ProblemSpecify the problem that
lead to the initial service call. Entry in this field is mandatory. Click
Search to locate a problem code.
Once a code is selected from the list, the Service
Problem Entry Screen displays.
TechnicianIndicate the technician responsible
for the repair. You can click the Search button and select a code from
the list. For in-home service orders, the technician defaults from the
indicated route.
ScheduledThis check-box will indicate
whether this service is scheduled for the Date defined on the Scheduling
tab. This will allow the scheduling of specific service lines, while other
lines may be placed on hold by leaving this field un-checked.
StatusEnter the code of the status that best describes
the selected line item. If you click on the Search button, you access
the Status Lookup window
from which you can make a selection. For new line items, the system defaults
a status defined in the Service
Control Settings. You can edit this field.
If you assign a status
that is ineligible for a Close Without Completion status as established
in Status
Code Settings, you will receive an error message specifying the reason,
e.g., the line is linked to an open sales order or the line is linked
to parts, labor or charges.
Set Service Line Filters - to set the currently selected line item as the filter A pattern through which data is passed. Only data that matches the pattern is allowed to pass through the filter. in the service Line field of the Parts, Labor, and Charges tabs, select this option.
Use this tab to specify the parts needed for the service order.
Line
items containing parts must be linked to a Service line, and to link a
part to a service order the part must have been received into inventory.
You cannot return or exchange parts. You can only perform dollars-only
adjustments on these line items.
Service LineThis is a required field
that will default to the first item on the service order or may be pre-selected
by using the Set Service Line Filters option on the Merchandise tab. This
field may be used either as a filter A pattern through which data is passed. Only data that matches the pattern is allowed to pass through the filter. of
the grid display, or to indicate the service line to which the service
part will be linked. All parts on a service order must be linked to a
Service Line. The user may select from a drop-down list of existing Service
Lines. If a specific line is selected, only parts linked to the service
line will be displayed in the grid and the service line selected will
default in the Service
Details screen when new parts are added. If "All Service
Lines" is selected (or the field is left blank), all linked parts
will be displayed in the grid. Note that this control exists on the Parts,
Labor and Charges tabs and will always be in sync with each other. Specifying
a service line on one of these tabs will force the same change on the
other two tabs.
Enter the code of the service part you need to complete the repair. If you click on the Search button, you access Search for a Product from which you can choose a part.
The Action button allows you to access the following:
Following entry of the service part code, click the Add
button to link the part to a service line. The Service
Details screen displays.
If
the Prompt
User in POS setting
in Advanced
Product Settings is activated, the Multiple
Selection Lookup Window will display when a part is
added to the service order. You can then select one or more prep
codes to be associated with the line item. Please note, if prep
codes were defaulted based on the prep code setting in Advanced Product
Settings, those will show as already selected in this screen. The
defaulted codes may be deselected if needed.
As-IsSelect this field if using an As-Is A status of inventory. Most inventory is considered "regular" inventory. As-is inventory includes everything other than regular inventory, including floor samples, damaged and clearance items, etc. service part. Click the Search button to access
the As-Is Inventory Inquiry screen.
PriceThis is the selling price of the part. The price
entered here will be used to calculate the liability of the party responsible
for the charges. If the retailer is assuming responsibility, enter 0.00
(zero) as the price.
If the product is set as Discountable in the Advanced Product Settings, this field is available. Enter the Sales Discount Settings code that represents the discount to be applied to this item. Click the Arrow button to select from a list of valid discount codes.
If the discount code you select is set as an Amount type discount and is set to allow an override, the Override Discount Amount window appears. You can accept or override a defaulted amount, or enter the amount when a default does not exist. You can access the Override Discount Amount window for an existing discount by clicking the Action button and selecting Override Discount Amount.
To enter multiple discounts for this line item, click the Action button to access the Enter Multiple Discounts Per Line.
OrderedEnter the order quantity
for this part. If you click on the Action button, the Purchase
Order Reservations Screen appears (that is, provided the screen is
active via the Sales Order Linkage Access
field in the Purchasing
Control Settings.
The field defaults to a quantity of 1, but you can edit it. When linking
to a service merchandise line where the work order has been printed, any
quantity entered must be fully reserved.
Serial/Reference NumberIf an As-Is piece is selected,
a serial number must be entered.
ExtensionThis field will display the
Price multiplied by the quantity Ordered, less any Discount amount for
the current parts product.
BrandThe product's brand will automatically display
from the Advanced
Product Settings (Product Full) record.
Special OrderThis field will indicate
whether or not the parts product may be special ordered, as indicated
in the Special Ordered field in the Advanced
Product Settings (Product Full) file for this product.
AvailableThe quantity ordered that
is available at the service location will be displayed.
Purchase Order NumberIf a parts purchase order
has been created, the PO number will display here.
TypeThe Service Type selected on the Customer tab
will display.
Service LocationThe Service Location selected
on the Customer tab will display.
At this and any other Location field, the locations
you see (that is, the list of locations available to you) may be affected
by Regional
Processing restrictions.
The products you select appear in the grid, along with product availability and pricing information. To select or remove columns from the grid, right-click inside the header cell and put a check mark next to the columns you want displayed or remove the check mark from items you do not want displayed in the grid. The Selling Price $ column, for example, is hidden by default; you can add it to the grid display.
To edit a line item, double-click to select the line from the grid.
If you right-click anywhere on the Parts Tab, a menu with the following options appears:
View Purchase Orders for a Specific Product (To Be Received By Product)
View Product Availability (Stock Availability)
Right-click menus are user-defined menus available in selected routines. The options listed above come delivered with STORIS, but you can edit these menus using the Dynamic Escape Settings.
Click the Actions button located at the bottom of the screen to access a menu of options.
Purchase Order - Select this option to create a purchase order for special order parts.
View Order Discounts - View a ledger of how line discounts have been applied to the order.
Enter a Discount on Multiple Lines - Select this option to apply a discount to all eligible lines.
Note that you cannot return or exchange labor items, you can only perform dollars-only adjustments on these line items.
Service LineThis is a required field
that will default to the first item on the service order. This field may
be used either as a filter of the grid display, or to indicate the service
line to which the labor product will be linked. All parts, labor, and
charges on a service order must be linked to a Service Line. The user
may select from a drop-down list of existing Service Lines. If a specific
line is selected, only labor products linked to the service line will
be displayed in the grid and the service line selected will default in
the Service Details
screen when new labor codes are added. If "All Service Lines"
is selected (or the field is left blank), all linked labor products will
be displayed in the grid. Note that this control exists on the Parts,
Labor and Charges tabs and will always be in sync with each other. Specifying
a service line on one of these tabs will force the same change on the
other two tabs.
Enter the code of the service labor product or click the Search button to use Search for a Product. The product must be designated as a Labor product. The labor product may be special ordered and may be created “on the fly.” Click the Action button and select Product Group/Coll. Select to select products by Vendor, Price Range, Group, and/or Collection. A purchase order can be created on the fly for special order products by clicking the Action button and selecting the Special Order Sales option.
Following entry of the service labor code, click the Add
button to link the labor product to a service line. The Service Details screen displays.
TechnicianIndicate the technician responsible
for the repair. You can click the Search button and select a code from
the list. For in-home service orders, the technician defaults from the
indicated route.
RateThe labor rate defaults from the Create
a User (Staff File) record of the technician, from the labor Advanced
Product Settings (Product Full) file, or from the Service
Control Settings (Customer Service ACF).
If the labor product is set as Discountable in the Advanced Product Settings, this field is available. Enter the Sales Discount Settings code that represents the discount to be applied to this item. Click the Arrow button to select from a list of valid discount codes. To enter multiple discounts for this line item, click the Action button to access the Enter Multiple Discounts Per Line.
If the discount code you select is set as an Amount type discount and is set to allow an override, the Override Discount Amount window appears. You can accept or override a defaulted amount, or enter the amount when a default does not exist. You can access the Override Discount Amount window for an existing discount by clicking the Action button and selecting Override Discount Amount.
TimeEnter the approximate amount of labor time (hours,
minutes) required for this service line in the format HH:MM. Once this
time is entered, the system will calculate the extended labor charge.
Labor VendorThe vendor code for this
labor product will display.
ExtensionThe extended labor price
will display, based on the Rate multiplied by the Time, less any discounts.
Special OrderThis field indicates whether
or not the product is a special order product.
Purchase Order NumberIf a purchase order has been
created for this product, the PO number will display here.
TypeThe Service Type selected on the Customer tab
will display.
Service LocationThe Service Location selected
on the Customer tab will display.
At this and any other Location field, the locations
you see (that is, the list of locations available to you) may be affected
by Regional
Processing restrictions.
If you right-click anywhere on the Parts Tab, a menu with the following option appears:
View Product Availability (Stock Availability)
Right-click menus are user-defined menus available in selected routines. The options listed above come delivered with STORIS, but you can edit these menus using the Dynamic Escape Settings.
The products you select appear in the grid, along with product availability and pricing information. To select or remove columns from the grid, right-click inside the header cell and put a check mark next to the columns you want displayed or remove the check mark from items you do not want displayed in the grid. The Selling Price $ column, for example, is hidden by default; you can add it to the grid display.
To edit a line item, double-click to select the line from the grid.
Click the Actions button located at the bottom of the screen to access a menu of options.
Purchase Order - Select this option to create a purchase order for special order parts.
View Order Discounts - View a ledger of how line discounts have been applied to the order.
Enter a Discount on Multiple Lines - Select this option to apply a discount to all eligible lines.
Use this tab to specify the charges (for example, disposal fees or trip charges) needed to for the service order. Note that you cannot return or exchange charges, you can only perform dollars-only adjustments on these line items.
Service LineThis is a required field
that will default to the first item on the service order. This field may
be used either as a filter of the grid display, or to indicate the service
line to which the charge will be linked. All parts, labor, and charges
on a service order must be linked to a Service Line. The user may select
from a drop-down list of existing Service Lines. If a specific line is
selected, only charges linked to the service line will be displayed in
the grid and the service line selected will default in the Service Details screen when new charges are added.
If "All Service Lines" is selected (or the field is left blank),
all linked charges will be displayed in the grid. Note that this control
exists on the Parts, Labor and Charges tabs and will always be in sync
with each other. Specifying a service line on one of these tabs will force
the same change on the other two tabs.
Enter the code of the service charge product or click the Search button to use Search for a Product. The product must be designated as a Charge product. Click the Action button and select Product Group/Coll. Select to select products by Vendor, Price Range, Group, and/or Collection.
Following entry of the service charges code, click the Add
button to link the charges product to a service line. The Service Details screen displays.
PriceThe price of the service charge product, if any,
defaults from Advanced Product Settings and can
be changed.
If the charge product is set as Discountable in the Advanced Product Settings record, this field is available. Enter the Sales Discount Settings code that represents the discount to be applied to this item. Click the Arrow button to select from a list of valid discount codes. To enter multiple discounts for this line item, click the Action button to access the Enter Multiple Discounts Per Line.
If the discount code you select is set as an Amount type discount and is set to allow an override, the Override Discount Amount window appears. You can accept or override a defaulted amount, or enter the amount when a default does not exist. You can access the Override Discount Amount window for an existing discount by clicking the Action button and selecting Override Discount Amount.
QuantityEnter the quantity of the
charge item you want to use to calculate the total charge.
Purchase
Order NumberIf a purchase
order has been created for this product, the PO number will display here.
ExtensionThe extended charge amount
will display, based on the Price multiplied by the Quantity, less any
discounts.
Special OrderThis field indicates whether
or not the product is a special order product, as determined by the Special
Ordered field in the Advanced
Product Settings for this product. .
TypeThe Service Type selected on the Customer tab
will display.
Service LocationThe Service Location selected
on the Customer tab will display.
At this and any other Location field, the locations
you see (that is, the list of locations available to you) may be affected
by Regional
Processing restrictions.
If you right-click anywhere on the Parts Tab, a menu with the following option appears:
View Product Availability (Stock Availability)
Right-click menus are user-defined menus available in selected routines. The options listed above come delivered with STORIS, but you can edit these menus using the Dynamic Escape Settings.
The products you select appear in the grid, along with product availability and pricing information. To select or remove columns from the grid, right-click inside the header cell and put a check mark next to the columns you want displayed or remove the check mark from items you do not want displayed in the grid. The Selling Price $ column, for example, is hidden by default; you can add it to the grid display.
To edit a line item, double-click to select the line from the grid.
Click the Actions button located at the bottom of the screen to access a menu of options.
View Order Discounts - View a ledger of how line discounts have been applied to the order.
Enter a Discount on Multiple Lines - Select this option to apply a discount to all eligible lines.
Print Copy of Service OrderTo print
a copy of the service order when filing out of this order, check the box.
You can also print the work order from the Document Print menu, Print
an In-Shop Work Order or Print
an In-Home Work Order.
There are multiple ways to release an order for completion:
Check this box to access the Select Service Lines to Close screen then select the lines that are eligible to be closed
Check the Action button at this field to access the Select Service Lines to Close screen then select the lines that are eligible to be closed
On the Merchandise and Non_Merchandise tabs, change the status of a line in the grid to closed which automatically checks this box
Once the line (or lines) have been closed, click the Save button to access the Completion Date Entry Screen. In the Completion Date field, enter/select the date of completion for this order then click OK.
This field is not available during initial entry of the service
order. It becomes available once you print the work order. Note
that the Closed status code is determined at the Status for Closed
Orders field in the Service
Control Settings.
This field is display only. It displays the service type selected on the Customer tab:
H - In Home
S - In Shop
Q - Quick In Shop
Fees/ChargesIf any miscellaneous
fees were applied to the order, the total amount displays here.
Sales TaxIf the customer and/or products
on the order are subject to tax, the running total of calculated sales
tax for this order displays here.
The payment type and amount appears, if specified. To enter or edit the payment, click on the Action button to access the Payment Summary Window. Use that screen to enter deposits for this order. Or, if you enter a valid payment type into this field, the associated payment entry screen appears into which you can enter the payment.
Your
ability to enter deposits as cash, check, third-party-financed, credit
card, or gift certificate depends on various system settings.
After you enter a payment via order entry, the payment amount becomes
a deposit liability. The deposit remains linked to that order
through order completion. For open or deleted orders, you can
use the Deposit
Maintenance screen, available from Actions
on the Payment
Summary screen to
- move the deposit to other open orders,
- put the amount on-account, or
- refund the amount through accounts payable.
FinancingIf financing
the work order (or a portion of the order), enter the 3rd party Payment
Type in this field. Once the payment type has been selected, the Finance Entry screen will display.
The screen will prompt for entry of the Account Number (supplied by the
finance company), Insurance (None, Single, Joint), Amount (to be financed),
and Authorization Number (supplied by the finance company). If no Authorization
Number is entered, the order will be placed on credit hold (Credit
Hold Code F3). See Approve Orders on Credit Hold (A/R Credit Hold
Approvals) for detail regarding credit holds.
Click the Actions button located at the bottom of the screen to access a menu of options.
Any item on a manifest is capable of creating a manifest exception A condition or irregularity recorded by the system. Exceptions can appear in reports, for example, items on a delivery manifest that were not delivered. (for example, an item not delivered or a customer return not picked up). If your system is tracking manifest completion exceptions via the Route Exception Retention PeriodEnter the number of months you want the system to retain route exception A condition or irregularity recorded by the system. Exceptions can appear in reports, for example, items on a delivery manifest that were not delivered. data (for example, delivery manifest items not delivered to customers) before purging. The system purges the data during end-of-month processing. If you enter zero here, the system does not retain route exception data. field of the Point of Sale Control Settings, then the system adds each exception to the ROUTE.EXCEPTION file, which you can use in the Report Builder to generate reports about manifest completion exceptions.