Once a Service Location and Service Location Customer have been created, a Service Order can be made for the customer. Below are instructions on how to create a service order from the service order workbench.
To create a Service Order from the service order workbench, follow the tree menu to Service Management > Service Orders. Click the Green ADD button at the bottom of the screen to create a new service order.
Figure 1: Service Order Main Screen
Clicking ADD will bring up the main service order screen pictured below. Going section by section, try to fill out as much information as possible. In the first section, it is mandatory to enter the Location Name and Customer Name.
Figure 2: Creating a New Service Order
In the below image, only Location Name and Customer Name were chosen, but because of the setup that was done in previous steps (creating service locations, creating location customer, and adding location customer type of work), most mandatory sections auto populated.
Figure 3: Beginning to Create Service Order
After entering Location Name and Customer Name, remaining fields will auto populate. Next, enter caller and customer contact information if available.
Figure 4: Subsection 1 of Service Order
The next items describe the fields pictured below:
Agreement Number will autofill if the service order location is covered under an existing agreement in COINS.
Allowable Work should have been set up previously (see “Add Location Customer Type of Work How To Document”). Click the (…) to select the appropriate code.
Check to make sure Service Department, Service Order Group, and Service Order Type pull over correctly.
Enter the Response Type for the Service, i.e. NRML (Normal) or PM (Planned Maintenance 45 Days)
If there is a Preferred Technician for the customer complete the field.
Enter a Primary Technician if multiple Technicians are going to be on the call.
The Coverage Zone is in reference to the technician zone coverage.
Figure 5: Subsection 2 of Service Order
The Called Dates and Effective Date automatically populate when the service order is created. Make sure the “Show in S&D” box is checked, so the service order will appear on the Service and Dispatch Board in the next step. Enter a Promised Date if the customer was told the job would be done by a certain time.
Figure 6: Subsection 3 of Service Order
The next items describe the fields pictured below:
If the customer has provided a PO, enter it in to the Customer PO field.
PO Authorization Limit helps to ensure that the job is not overspent on.
Due Type determines whether the payment will be due after a certain amount of days or months.
Due days designates the number of days the payment is due after the service is completed.
Check On-Site Payment determines if the Technician will be collecting payment when performing the service.
Customer Reference is the customer provided reference number that will appear on the invoice.
Priority sets how quickly the service order needs to be completed.
Source of Lead is the origin of the service order.
Related Service Order is the service order number in relation to the new service order being created.
Figure 7: Subsection 4 of Service Order
The next items describe the fields pictured below
Trade is a mandatory field in this section. This is an example of a service order analysis set that we can create for reporting purposes. This may look different in your environment. Examples in this section are Plumbing and HVAC.
Sales Rep can be entered if applicable.
Enter a Quoted Price if the customer was told a price on the phone.
Not to Exceed is amount limit the customer can be charged for the job.
Estimated Hours is how long the service call is expected to take; clients are highly advised to complete this field.
Retention % is any amount of money being held and billed at a later date.
Figure 8: Subsection 5 of Service Order
Complete all fields in the sections below. Problem code should be chosen first; this describes the issue the customer needs help with, i.e. NH (No Heating) or NOISY. This field along with the problem description field will populate on the mobile technician visit. The Problem Description field should be used to give the Technician explicit details about the customer issue. The Service Order Description field will duplicate what is entered in the Problem Description field
Figure 9: Subsection 6 of Service Order
When finished, click the SAVE button in the bottom right section of the screen.
Figure 10: Save Button
