Define rules for pricing and close the service order

The following instructions describe how to:

Change the method of charging your customer.
Change service order job lines.
Close all job lines at the same time.
Close the service order job.

It is possible to charge the customer on time and material basis (to use actual quantity) or on a fixed price (to use recommended quantity) at line level, or for a whole job.

Note: The recommended quantity is updated in the following tasks:

Order line generated from a recommended kit.
Order line created from a quotation.
Hours entered manually in the sales order entry.
Hours copied from a debit order to another debit order.
Recommended quantity is entered manually at service order close.

Select the Work with service orders menu item.
You access Work with service orders, Header view. Select the applicable order and click Jobs/Agr lines.
You access Work with service orders, Service order jobs. Select the applicable job and click Close.
You access Work with service orders, Job close:

Update charge method
To change the method for which the customer will be charged, click Charge method.

Note: If you enter hours manually using the Work with service orders menu item, the recommended quantity is updated. If hours are entered through Time transaction, the actual quantity is updated.

You access the Charge method update window where you can change the charge methods of the whole job, including all the order job lines displayed which are not closed. You may, e.g., want to charge service items with a fixed price.

Note: When the recommended quantity is multiplied by the sales price, the result is the fixed price.

For this task, complete the fields as follows:

Fixed price parts: Set to NO to charge parts with the actual quantity.
Fixed price svc item: Set to NO to charge service items with the actual quantity.

Click OK.

You return to the Work with service orders, Job close panel listing the recommended, actual and charged quantities for each job line.

The changes you made to the charge method are displayed in the Charge qty field. If Fixed price is set to YES, the Charge qty is the same as the Rec qty. If Fixed price is set to NO, the Charge qty is the same as the Act qty.

Note: Time transactions are updated per service engineer and debit code to the service order lines.

Tip: Click Shift info to display line details including the items, the units, price information and the debit code. Click Change debit code to either change the defined code for certain lines or all lines, or to add a debit code. If the debit code field is empty it means that the customer is going to pay the bill.

Change the line
For the purpose of this task, overtime should be paid internally and should not be charged to the customer. To change the line, select the applicable order line and click Change.

You access Work with service orders, Job close/Line maintenance. Complete the following field:

Debit code: Enter a debit code for this order line to ensure that overtime is charged internally.

Two invoices will be created: one invoice for the customer and one invoice for the internal customer for the order line that has a debit code. If a time transaction is defined with a service engineer, it is merged with the existing order line, and the engineer information is added to the invoice printout. Order lines with the same order number, job number, debit code and engineer are merged when closing the service order.

Note: The internal customer is found in the Debit code table for the debit code, which is shown in the Debit field next to the changed line.

Note: New order lines may be created from Time transactions if there are no similar items originally in the order.

Click OK.

You return to the Job close panel.

Close all lines
Click Close all lines and OK to confirm.

Depending on if new order lines are created from the time transactions, the system now either:

displays the Order line, add info 1 panel. On this panel and the subsequent Order line, add info 2 and Order line, add info 3 panels, you have the possibility to change or enter additional information for the job lines.

…and then

displays the Job close panel.

…or

displays the Job close panel directly:

Confirm job close
The following field is mandatory:

Svc time: Enter the service time. Note: Service time originally entered in Time transactions is updated automatically to the Svc time field at service order close if the field is empty.

The following must be completed if they are defined as mandatory in the Sales order type table:

Service codes: The lead text displayed for the service code related fields depends on the text defined for the corresponding service code in the Service codes table. Enter the applicable service code from the user-definable Service code 1-4 table. For more information about the service codes, refer to the Panel help.

The following field is only mandatory if Measurem mandatory has been defined as mandatory in the Sales order type table and in the Item file:

Meas read: Enter the measurements or data quantities that have been collected for this order. Note: When a new reading is entered, the previous one is saved in the Measurement history file. You can manually maintain reporting and invoicing information and make available history controls and calculations through the Work with service objects, Work with measurement history menu item.

Click OK to complete the procedure.

If a checklist is assigned to service items in the job and all the conditions for checklist handling are met, before the job is closed, you will access panel Work with service orders, checklist reporting panel where you enter all mandatory values in the assigned checklist criteria. See About checklist reporting for service jobs for more information.

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