In-House Repair

The following section describes the complete in-house repair process—from receiving the item and performing the technical assessment to approving and completing the repair, followed by shipment, invoicing, and archiving the service order.

Service Receipt

Warehouse personnel post the receipt of the service item. The system then automatically updates the repair status in the service order. This allows the service back office to immediately identify which items are in-house.

After the service item receipt is posted, the system automatically updates the following:

The Current Location on the service item lines is set to In-House.
The Repair Status is set to "12 VKR GEB".
The sales complaint is recorded in the service lines and in the call.

Review the Service Order and Prepare the Technical Assessment

The Role Center displays new service item receipts to the service back office in the New Service cue. The cue opens an overview of the service item lines with the following repair status codes:

"10 AUF ERS" (Order Created)
"12 VKR GEB" (Sales Return Receipt Posted)
"15 WE KTRL" (Item Receipt Checked)

You can open the required service order by selecting the corresponding document number.

Create a Service Quote for inspect

After reviewing the service order, the service back office creates a service quote. The service quote is required for the inspect and can be created for one or more service item lines at the same time.

To do this, the Create Estimate function must be performed.

Before creating the service quote, a technician can be assigned to each service item line.

To do this, select Technician – Assign Technician from the line menu. If the service order contains multiple lines, select the required lines on the Service Item Line Selection page, and then specify the technician. Alternatively, you can enter the technician code directly in the Technician field on the relevant service item line.

Two methods are available for starting the activity:

1. Service Activities FactBox

In the Service Activities FactBox, select the Create Estimate activity. The three dots indicate the selection.

Then select Service Activities and choose the Run action from the menu that opens.

The system creates the service quote and opens it automatically.

2. Activity Line Menu

Run the Activity – Create Estimate action from the line menu. If multiple lines exist, select the required item lines first.

During function execution, the service quote is automatically created and opened.

After creation, the Repair Status automatically changes to "23 BEF AUS" (Inspect Pending), and the document is automatically stored in the existing call.

When the status changes, the technician is notified of the pending inspect.

To Inspect

The To inspect tile provides technicians with a quick overview of outstanding findings. The tile opens the Service Order Item Lines overview.

Use Related > Technician on the ribbon to assign yourself or another person. The person must be set up on the Vehicles, Drivers, Technicians page with Type = Technician. In addition, the User ID field must be filled in and the Technician Assignment Allowed toggle must be turned on.

Select the relevant document number to open the document and start the findings process. On the Service Quote Lines – Technician page, perform the following steps by using the corresponding actions on the ribbon:

Function	Description
Inspection Code	Use this action to manage the inspections. You can view assigned codes and add more codes as needed. For more information, see: Inspection Code
Service Information	Use this action to review the service information. You can view assigned codes and add more codes as needed. For more information, see: Service Information
Insert Service BOM	Use this action to select all components relevant to the repair. When you select a component, the Selected checkbox is selected. Fill in the Quantity field only if the quantity is greater than 1.

After selecting all components relevant to the repair, set the status to Inspection Created. This status informs the back office that the Inspection process is complete and that a service quote may need to be created.

When you perform inspections for multiple item lines, you can run these actions directly from the Service Quote Item Lines page. Under Related, select the required action. The item selection page opens.

Processing the Service Quote after Inspection

After the technical inspection, the process appears in the Inspected cue in the back-office Role Center. Select the cue to open the related service order lines. Select the document number to open the complete service order.

Checking Estimate Limit

The back office starts the cost check by selecting the Estimate Created status. The system then automatically compares:

the total cost of the components documented by the technicians
the specified estimate limit

Depending on the result, the system sets the status to:

Estimate Required or
Estimate Not Required

Process without Estimate

If the costs are below the specified limit, the system automatically sets the repair status to "KV NINO" (estimate not required).

Run the Create Service action to transfer the stored service quote lines to the service lines. The Service Quote Lines page opens. Because all lines are already marked as Selected, confirm the selection by choosing OK.

Process with an Estimate

If an estimate is required, the back office performs the following steps:

Open the service quote from the call documents or service lines.
In the service quote, open the Service Lines page.
Review all components documented by the technician.
Make sure that the information is complete.
Release the service quote.
Send the quote to the customer.
Set the status to Estimate Sent.

Approval Process

The Estimate Sent cue displays all service order lines with repair status 32 COST EST. CREATED or 34 COST EST. SENT.

After the customer has approved the estimate, perform the following steps:

From the "Cost Estimate Created" cue, open the related service order.
Set the repair status to "Cost Estimate Accepted".

The system automatically runs the Create Service action and opens the Service Quote Lines page. Review the selected lines, and then choose OK to confirm your selection.

Release Service

After completing the quote review, set the repair status to Service Released. The repair is now released for processing.

From the Service Released cue, technicians can start the repair process directly. Selecting the displayed number opens the Service Order Lines list with all items to be repaired. Select the document number to open the related service order.

Perform Service

The service lines automatically show all components identified during the inspection. If any components are missing, technicians can request them later by using the Create Repair action.

The inspection codes and service information documented during the inspection can be viewed at any time and supplemented with additional relevant codes as needed.

The repair process officially starts when technicians change the status to Service Started. This automatically sets the repair status to "56 ACTIVE".

After completing the repair, technicians post the materials and consumption used by selecting the Post Consumption action. They then set the status to Service OK. This automatically updates the repair status to 73 SRV OK and completes the process.

Repair Completed and Item Delivery

Check Delivery Status

After the repair has been completed successfully and the status has been set to Service OK, the corresponding cue indicates that the item is ready for delivery. From the cue, you can open the related service order directly. The service status on the service item line automatically changes from Pending to Completed.

Deliver the Item

Start the delivery process by selecting the "Delivery" activity.
The system automatically adds a delivery line to the service lines.
Post the shipment using one of the following options:

Warehouse Shipment,
Shipping Order, or
Service Lines.

Repair completion

After the shipment is posted, the repair status is automatically set to 98 SND DEB (shipped to customer). The status is updated by the standard service code Delivery.

Service Invoice

The Shipped cue shows the number of service item lines for which a posted service shipment has already been created. Select the cue to open the related document number directly.

Service items with a posted service shipment are automatically assigned the repair status 98 SND DEB. The current location is set to On Site.

You can create a service invoice in the following ways:

From the service order for all service item lines
From the service line for an individual service item line
By creating a service invoice manually and using the Get Shipment Lines action

When the invoice is posted, the repair status is automatically set to XX FAKT (Invoiced). This requires the Activity Status field to be set to Completed for the XX FAKT status in the Repair Status Setup.

The Invoiced (Open) and Invoiced cues show invoiced service item lines separately, depending on whether open documents still exist.

Completing a Service Order

To archive a service order, select the Delete icon. The service order is removed from the list of active service orders and stored in the archive, provided that the Archive Orders option is enabled on the Service Management Setup page.

You can also run the Delete Invoiced Service Orders batch job. This batch job deletes or archives all service orders that meet the following criteria:

The Status field (in the service order header) is set to Finished.
All service lines have been shipped and invoiced.
The Starting Date and Ending Date fields on the Details FastTab are filled in.

Note

The Starting Date and Ending Date fields are filled in automatically in the service order when the Set Starting Date and Set Ending Date checkboxes are selected for a repair status on the Repair Status Setup page.

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