Service Order

The service order is the job card of the workshop. It is the document the work, the parts, the readings, the confirmation and the invoices hang on.

Where

Service Management › Order › Service Order

Who uses it

The service advisor, the workshop controller

When

When the customer agrees to the work

Needs first

Service Management Setting, Service Order Type, Service Object, Operation, categories with revenue and expense accounts

What it is for

The service order is the job card. It names the customer and the object, lists the work and the parts, prices them with tax, and can split the bill between the customer and an insurer.

Its life:

1. New, then Create. Fill Posting Date, Service Order Type, Customer and Service Object, then Create. From then on the type, customer, object, posting date, controller, service center and in-house tick are locked.
2. Fill the lines on the Operation, Item, Category and Reading tabs, or Copy From a Service Quotation or a Service Agreement.
3. Save. The status is Open.
4. Release. The Release button saves the order with status Released. A released order must have a Site and a Warehouse. When the company setting asks for it, the release creates a posted item transfer request for the parts.
5. Confirm what was really done on Service Order Confirmation. Once a confirmation exists, the order's buttons are disabled and its customer is locked.

Readings: each line on the Reading tab becomes a Service Object Reading when the order is saved, and is deleted with it.

Totals: the Total button shows gross, discount, net, tax and total separately for resources, items and categories.

Every field in plain words

Totals. The Total button (or the totals panel) shows Gross Amount, Discount Amount, Net Amount, Tax Amount, Including Tax Amount. They are worked out from the lines and cannot be typed.

General

Field	What it means	What to put
Service Order	The code or number of this record	A short unique code, or the next number when a number range is set up. Cannot be changed once saved
Posting Date	The date of the document	A date. Taxes on the lines are worked out for this date. Required. Cannot be changed once saved
Service Order Type	The kind of job	Pick from Service Order Type. Required. Cannot be changed once saved
Service Order Sub Type	A finer split of the job type	Pick a sub-type of the chosen type
Service Order Status	Where the job stands. New orders start Open; Release sets Released	Pick from the list. Required
Service Center	The workshop or service center doing the work	Pick from Service Center. Cannot be changed once saved
Controller	The person in charge of the job	Pick from the responsible persons list. Cannot be changed once saved
Notes	A note on the document	Free text

Account Information

Field	What it means	What to put
Customer	The customer the work is for	Pick from the customer list. Required
Name	The customer name	Fills in from the customer

Object Identification

Field	What it means	What to put
Service Object	The thing being serviced: a vehicle, a machine, a container	Pick from Service Object. Required. Cannot be changed once saved
Name	Name of the service object	Fills in from the service object
Identification No	Identification number of the service object, such as a registration or serial number	Fills in from the service object

External Reference

Field	What it means	What to put
Customer Order No.	The customer's own order or job number	Free text, for example the customer purchase order number
Customer Order Date	The date of the customer's order	A date

Site & Warehouse

Field	What it means	What to put
Site	The site parts are issued from	Pick a site
Warehouse	The warehouse parts are issued from	Pick a warehouse of that site

Credit Control

Field	What it means	What to put
Credit Control Applied	Credit control flag	Recorded only; no save checks the credit limit
Credit Limit Verified	Credit control flag	Recorded only
Credit Limit Override	Credit control flag	Recorded only

Posting Tax Details

Field	What it means	What to put
Posting Profile	Posting profile	Recorded only; the confirmation and its invoices do not read it
Tax Zone	Tax zone of the order	Pick a tax zone. Each line keeps its own tax zone. Cannot be changed once saved
Tax Exempt number	The customer's tax exemption number	Recorded only

Payment \Pricing

Field	What it means	What to put
Payment Method	How the customer pays	Pick one. When given, the confirmation invoices use it instead of the customer's own
Payment Term	When the customer pays	Pick one. When given, the confirmation invoices use it instead of the customer's own
Payment Term Details	A note on the payment term	Recorded only
Pricing Group	Price group used to find item prices	Pick a pricing group. Item prices are looked up with it
Discount Group	Discount group used to find item discounts	Pick a pricing group
Rebate Group	Rebate group of the customer	Recorded only

Split

Field	What it means	What to put
Customer	The second payer, usually the insurer	Pick a customer. See Splitting the bill below
Customer For Invoice	Who the insurer's invoice goes to	Pick a customer. Required when a share is below 100 %
Name	Name of the insurer	Fills in by itself

Depreciation

Field	What it means	What to put
Part %	Share of parts the customer pays	A percentage, 0 to 100. Starts at 100
Labour %	Share of labour the customer pays	A percentage, 0 to 100. Starts at 100
VOD Amount	Deduction the insurer passes on to the customer	Fills in by itself
Notes	A note for the split	Free text

Estimate Date

Field	What it means	What to put
Estimate Start Date	When the work is expected to start	A date
Estimate End Date	When the work is expected to finish	A date
Estimate Start Time	Expected start time	A time
Estimate End Time	Expected finish time	A time

Actual Date

Field	What it means	What to put
Actual Start Date	When the work really started	A date
Actual End Date	When the work really finished	A date
Actual Start Time	Actual start time	A time. Cannot be changed once saved
Actual End Time	Actual finish time	A time

Operation

Column	What it means	What to put
Operation	The operation (a unit of work)	Pick an operation
Name	Name of the operation	Fills in by itself
Service Area	Workshop area where the work is done	Pick a service area
Bay	The bay	Free text on Service Area; pick a bay on the order
Required Date	When the line is needed	A date
Standard Hours	Standard hours for the operation	A number of hours
Symptom Area	Where the symptom shows	Pick a symptom area
Symptom	What the user notices	Pick a symptom
Fault Area	Where the fault is	Pick a fault area
Fault	The fault found	Pick a fault
Damage Area	Where the damage is	Pick a damage area
Damage	The damage found	Pick a damage
Requirement	The labour, machine and part lines of the operation	Open it; it fills in when the operation is picked
Sign Off	The line is signed off as done	Tick when finished. Recorded only
Labour %	Share of labour the customer pays	A percentage, 0 to 100. Starts at 100
Line Text	A note on the line	Free text

Requirement (opened from an operation line)

Column	What it means	What to put
Category	The category of the line. The category carries the revenue account and the tax group	Pick a category
Name	Name of the category	Fills in by itself
Item No	The part sold	Pick an item. Price and discount fill in from the sales pricing for the customer, unit and quantity
Name	Name of the item	Fills in by itself
Unit	Unit of measure	Pick a unit
Resource Group	The resource group	Pick a resource group
Resource	The resource: a machine, a person, a tool	Pick a resource
Name	Name of the resource	Fills in by itself
Quantity	How many	A number greater than zero
Price	Price per unit before discount	An amount
Gross Amount	Quantity times price	Calculated
Discount Amount	Discount on the line as an amount	An amount, or leave it to the percentage
Discount %	Discount on the line as a percentage	A percentage, at most 100
Net Price	Price per unit after discount	Calculated
Net Amount	Line amount after discount	Calculated
Depreciation Amount	The part of the line the customer pays when the job is split with an insurer	Fills in by itself
Retail Price	Retail price per unit	An amount
Retail Amount	Retail price times quantity	Calculated
Tax Group	Tax group of the line	Pick a tax group. With the tax zone it decides the tax lines
Tax Zone	Tax zone of the order	Pick a tax zone. Each line keeps its own tax zone
Line Text	A note on the line	Free text

Item

Column	What it means	What to put
Category	The category of the line. The category carries the revenue account and the tax group	Pick a category. Required
Name	Name of the category	Fills in by itself
Item No	The part sold	Pick an item. Price and discount fill in from the sales pricing for the customer, unit and quantity
Name	Name of the item	Fills in by itself
Unit	Unit of measure	Pick a unit
Required Date	When the line is needed	A date
Quantity	How many	A number greater than zero
Price	Price per unit before discount	An amount
Gross Amount	Quantity times price	Calculated
Discount Amount	Discount on the line as an amount	An amount, or leave it to the percentage
Discount %	Discount on the line as a percentage	A percentage, at most 100
Net Price	Price per unit after discount	Calculated
Net Amount	Line amount after discount	Calculated
Depreciation Amount	The part of the line the customer pays when the job is split with an insurer	Fills in by itself
Part %	Share of parts the customer pays	A percentage, 0 to 100. Starts at 100
Tax Group	Tax group of the line	Pick a tax group. With the tax zone it decides the tax lines
Tax Zone	Tax zone of the order	Pick a tax zone. Each line keeps its own tax zone
Sign Off	The line is signed off as done	Tick when finished. Recorded only
Line Text	A note on the line	Free text

Category

Column	What it means	What to put
Category	The category of the line. The category carries the revenue account and the tax group	Pick a category
Name	Name of the category	Fills in by itself
Unit	Unit of measure	Pick a unit
Quantity	How many	A number greater than zero
Price	Price per unit before discount	An amount
Gross Amount	Quantity times price	Calculated
Discount Amount	Discount on the line as an amount	An amount, or leave it to the percentage
Discount %	Discount on the line as a percentage	A percentage, at most 100
Net Price	Price per unit after discount	Calculated
Net Amount	Line amount after discount	Calculated
Tax Zone	Tax zone of the order	Pick a tax zone. Each line keeps its own tax zone
Tax Group	Tax group of the line	Pick a tax group. With the tax zone it decides the tax lines
Date From	Start of the period	A date
Date To	End of the period	A date
Line Text	A note on the line	Free text

Reading

Column	What it means	What to put
Reading ID	The reading point, such as an odometer or hour meter	Pick a reading ID
Name	Name of the reading point	Fills in by itself
Reading Date	Date of the reading	A date
Reading Time	Time of the reading	A time
Reading Value	The value read from the meter	A number
Responsible	The person who took the reading	Pick from the responsible persons list

Splitting the bill with an insurer

The Split tab (under Basic Data) shares the job between the customer and a second payer, usually an insurer.

• Customer is the insurer; Customer For Invoice is who the insurer's invoice goes to. When the insurer is given and either percentage is below 100, Customer For Invoice is required.
• Part % is the share of parts the customer pays; Labour % is the share of labour the customer pays. The rest goes to the insurer. Both start at 100 and must stay between 0 and 100. Changing them asks whether to update the lines already entered.
• Each line keeps its own Part % or Labour %, and Depreciation Amount shows the customer's part of the line.
• VOD Amount is a deduction the insurer passes on to the customer (VOD, "value of depreciation"). It cannot be negative or larger than the insurer's share. On invoicing it is added as a cost element on the customer's invoice and on the insurer's invoice, using the two VOD cost elements of Service Management Setting.
• The insurer and both percentages cannot be changed once an invoice exists for the order.
• The insurer cannot be the same as the customer.

How to configure it

• Which header fields and line columns show is decided by Service Management Setting.
• Each line's account is the service credit account of its category, filled on save. A category without one stops the save ("… Account Cannot be Empty").
• New lines take the customer of the header; changing the header customer updates the lines.
• Billable lines need a customer and a net amount above zero, except a line discounted 100 %.
• In-House Repair makes Movement required.
• The fields Customer Order No. and Customer Order Date travel to the invoice as its reference.

Scenarios

• A motorist brings a car for a 20 000 km service. Create the order for the car, pick the service operation (its labour and oil lines fill in), add any spare part as an item, read the odometer on the Reading tab, save and release.
• An insurance repair: the insurer pays 70 % of parts and all labour. On Split pick the insurer, Customer For Invoice, Part % 30 and Labour % 0; the insurer is invoiced the rest.
• A job price is agreed in a quotation. Create the order, then Copy From › Service Quotation and pick the quotation lines.

What it is connected to

• Service Quotation and Service Agreement - Copy From.
• Service Order Confirmation - confirms the order, issues the parts and raises the invoices.
• Billing Proposal - bills the order lines in steps.
• Service Object Reading - created from the Reading tab.
• Cleaning Certificate - issued against a service order.
• Item Transfer Request - the item transfer request created on release.
• How do I open and release a service order?
• Order to cash - the sales process; service orders are a separate revenue path.

If something looks wrong

• Release is refused with "Site is Mandatory" or "Warehouse is Mandatory". Fill Site and Warehouse on Basic Data before Release.
• Save is refused with "Service Order: Requirments - Line ID: … - Account Cannot be Empty" (or Item Lines, Category). The category of the line has no service credit account. Fix the category.
• Save is refused with "Service Order: Operation Lines - Line ID: … - Operation cannot be Empty". An operation line has no operation.
• Save is refused with "Service Object is mandatory". The operation has Required Service Object ticked and the line has no object.
• Save is refused with "Basic Data - Split Customer is not Defined". An insurer is given with a share below 100 %, and Customer For Invoice is empty.
• Save is refused with "Basic Data - Split Customer Cannot be same". The insurer is the order customer.
• Save is refused with "VOD amount cannot be greater than Insurance amount." Lower the VOD Amount.
• Save is refused with "Item … - … it's default warehouse is not defined". The release creates a transfer request and the item has no default warehouse in the order's site. Set it on the item.
• Save is refused with "Split Information cannot change because Service Order Confirmation is created". An invoice exists for the order; the split is fixed.
• A line cannot be removed: "Line ID : … - Category (…) cannot be removed. It was already referred in Billing Proposal." Remove it from the billing proposal first.
• Delete is refused with "Service Order: … cannot be deleted." A billing proposal refers to the order.
• All buttons are greyed on a saved order. A confirmation exists for it.