Customer Service FAQs

This topic contains a list of questions frequently asked by STORIS users about the Customer Service module. If you click on a question, the answer appears. Please note that more than one solution may exist for a given situation. Read the answers completely to determine which method best suits your company's needs.

In order to delete a sales order (or line item) linked to a service order, you must first remove the linkage. To remove the linkage and retain the service order, do the following:

Access the service order via Enter a Service Order.
Double-click the line item in the grid of the service order's Merchandise tab.
Use the Status field to change the status to CLS (Closed) and save the order.
Once you close the service line item, the system removes the linkage to the sales order.
Using Enter a Sales Order, delete the order or delete the merchandise line that was linked to the service order.
You can now complete the service order.

You can specify a default service location by checking the Store Location Is Same as Service Location field in the General Information tab of Service Control Settings. In addition, you can use the Service Location field in the Inventory & Logistics tab of Warehouse/Store Location Settings to indicate the service warehouse location you want to use for service orders originating from each location.

The Store Location field can be edited when the Service Order is initially created; however, once a merchandise item has been specified, the Store Location field cannot be changed. In order to change the service location at this point, you must delete the service order and re-enter it by accessing the service order and then clicking the Delete button.

To automatically assign a coordinator to "unassigned" service orders during the Generate Daily Reports (End of Day) process, check the box at the Auto-Assign Service Order field in the Customer Service Maintenance screen, which is accessed from the Actions button on the General tab of Create a User by clicking Customer Service.

You can convert the in-home service order to an in-shop service order. Access the order in Enter a Service Order. On the Customer tab, click the Actions button and select Convert to In-Shop Service. Answer Yes to the confirmation message.

You can also convert in-shop service orders to in-home orders, via the same Actions button. Select Convert to In-Home Service.