Table of Contents

Repair by Vendor

This section describes the complete workflow for a repair performed by a vendor—from receiving the item and inspect, through subcontracting, to shipping and invoicing. It also explains the required work steps and the automatic status changes in the system.

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" (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.

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.

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:
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 Services for Vendors.

Processing the Service Quote after Inspection

After the inspect has been completed, the Service for Vendor cue informs the back office that the item is ready to be shipped to the vendor. Select the cue to open the service order lines. You can open the complete service order by selecting the corresponding document number.

Create a Purchase Return Order from a Service Order

The Vendor No. from the Item Card is automatically copied to the Service Item Line. If necessary, you can change the Vendor No. manually.

  1. In the Service Activity Templates Code field, select the template for the subcontracting. The activity steps in the "Service Activity Groups" FactBox are updated automatically.
  2. Use the Create Purchase Return activity to create a new purchase return order. The system automatically copies the Purchase Order Type and Discount Reason fields from the Return Shipment standard service code. The service order number is entered in the Vendor Cr. Memo No. field.
  3. Release the purchase return order and post the shipment.

After the shipment is posted, the system automatically updates the following information:

  • The Location changes from In-House to At Vendor.
  • The Current Location field is set to At Vendor.
  • The Repair Status is updated to "40 EKR GEB".

The service order is then displayed in the Service at Vendor cue.

Tipp

Tip: Alternatively, you can use a transfer order.

Service Quote for the Customer

After inspecting the item, the vendor creates a quote for it. Then process the service order as follows:

  • Open the service order from the Service at Vendor cue.
  • Open the service lines.
  • In the service line with the Document Type Quote, enter the total price from the vendor quote in the Unit Cost (LCY) field.
  • Open the existing service quote from the Target Document No. field.
  • Calculate the service quote lines.
  • Send the service quote to the customer.
  • Change the Repair Status to Quote Sent.

Edit an Approved Service Quote

The Estimate Sent cue contains all service order lines with the Repair Status 32 QUOTE CREATED or 34 QUOTE SENT.

After receiving approval, proceed as follows:

  • Open the related service order from the Estimate Sent cue.
  • Change the Repair Status to Estimate Accepted.

Order an External Repair

The system then automatically creates a purchase order and opens it for editing. The following data is copied from the service order and the service lines:

  • Vendor No.
  • Item No.
  • Item Tracking
  • Direct Unit Cost for the repair costs

The Purchase Order Type is copied from the Repair default Service Code.

Release the purchase order and send it to the vendor for repair approval. The Repair Status is not updated automatically when the purchase order is created. Therefore, the service order remains visible in the Estimate Accepted and Service at Vendor cues. If necessary, change the Repair Status manually.

Post the Receipt after external repair

Post the receipt after the vendor has completed the repair and returned the item. The system automatically sets the Repair Status to 60 WE KRED.

Additionally, the value in the Current Location field changes from At Vendor to Inhouse, while the Default Work Location field remains set to At Vendor.

Note

If an internal service that requires a bill of materials is needed after the external repair, either create a separate bill of materials (standard service codes) with the At Vendor checkbox selected or select this checkbox in the existing bill of materials.

Inspect the Repair

Technicians can use the Service at Vendor cue to open and process repairs returned by a vendor. Proceed as follows:

  1. Open the Service at Vendor cue.
  2. Select the relevant document to open the service lines.
  3. In the service lines, inspect the item and the specified components.
  4. After completing the inspection successfully, choose the Post Consumption action.
  5. Finally, set the status to Service OK.

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

  1. Start the delivery process by selecting the "Delivery" activity.
  2. The system automatically adds a delivery line to the service lines.
  3. 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.