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Creating and maintaining service activity requests for Service management

Menu paths

  • Modules > Service management > Reports > Service activities > Service activities
  • Modules > Workflow > Entry > Requests > Requests: New
  • Modules > Workflow > Reports > Requests > Search

Introduction

This page allows you to create and maintain service activity requests. Service configurations can be selected for the service activity, and resources and materials for the service activity can be defined. However, the service management functionality must be activated by selecting the Service check box under the Service section in the General tab on the Workflow: Request type page (go to Modules > Workflow > Setup > Requests > Request types and click New).

The information such as the hour type (hour item) under the Resource planning section (see the Resources tab) , and the warehouses, materials, and item serial numbers under the Configuration and material planning section (see the Material tab) that you have defined for the configuration items in the service activity requests derive from Exact Globe+. This information, displayed as available options in the respective browser of the service activity requests, will be validated according to the access rights granted to the users under the Rights tab in the Maintain warehouses screen in Exact Globe+. For more information on access rights on warehouses, see Creating and maintaining warehouses.

Also, the configurations tree can be customized to display items predefined by the codes and serial numbers at Items and Serial numbers under the Configurations Filters section in the Configurations tab. This allows you to add the items you want from the service configurations directly to the service activity for the account selected in the service request. For more information, see Maintaining settings for Service management.

Note: The Configurations Filters section will be displayed once you have clicked Show: Filters under the Service configurations section.

Roles and rights

All users can create, edit, and delete service activity requests.

Note:

  • For more details on function rights, go to Modules > System > Setup > Security > Function rights.
  • For more details on roles, go to Modules > System > Setup > Security > Roles.

What version are you using?

The information in this document is applicable to product update 503 and higher. If you have versions lower than this, certain features explained here will not be applicable.

How do I create service activities?

  1. Go to Modules > Workflow > Entry > Requests > Requests: New or Modules > Service management > Reports > Service activities > Service activities (click Show and click New).
  2. Select a service request under the All request types section.
  3. Define the fields. For more information, see Creating and modifying requests.
  4. Click the Service activities tab.
  5. Click Create.
  6. Define the fields. Click Save.

Keep in mind: All fields with the “! icon are mandatory.

How do I edit service activities?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Make the necessary change(s).
  8. Click Save.

How do I delete service activities?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click Delete. A message “Are you sure that you want to delete this record?” will be displayed.
  6. Click OK.

Keep in mind: If you are using the Field Service offline mobile application, deleting the service activities after the service activities have been planned can be a problem if the service engineer has downloaded his or her work, and made adjustments to the service order.

How do I plan service activities?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Plan.

Keep in mind:

  • The Plan button is enabled only if all the resource and material lines for the service activity have been defined, as well as the start date, end date, and time.
  • After the service activity has been planned, the service activity will be downloaded by the service engineer on the iPad if the service engineer is using the Field Service offline mobile application. Changes made after the service activity has been planned can be a problem if the service engineer has downloaded his or her work and made adjustments to the service order.

How do I realize service activities?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Select the check box under the Realize column.
  8. Click Realize.

Keep in mind:

  • The Realize button is enabled only if the resource lines in the Resources tab have been modified and realized by updating the hours and times, and the Realize check box has been selected.
  • If the Field Service offline mobile application is used, the service engineer has to synchronize the changes that has been made before the service activity can be realized. Otherwise, the changes made by the service engineer will not be included in the invoice proposal if the service engineer has downloaded and made adjustments to his or her work.

How do I authorize service activity requests?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Authorise.

Keep in mind:

  • The Authorise button is enabled only if the service activity is completed.
  • The error message "Not allowed: Authorization - Start date > Today. Not allowed: Authorization - End date > Today" will be displayed if the start and end dates of the hour lines are after the current date.

How do I copy service activities?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Copy: Activity.

How do I view the dispatch-board of the service activities?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Dispatchboard. For more information, see Viewing dispatchboards for Service management.

How do I add items from the configurations to a service activity using item codes and serial numbers?

  1. Go to Modules > Workflow > Entry > Requests > Requests: New or Modules > Service management > Reports > Service activities > Service activities (click Show and click New).
  2. Select a service request under the All request types section.
  3. Define the fields. For more information, see Creating and modifying requests.
  4. Click the Service activities tab.
  5. Click Create.
  6. Click the Configurations tab.
  7. Click Show: Filters under the Service configurations section to display the Configurations Filters section.
  8. Define the criteria.
  9. Click Show.
  10. In the configurations tree, select the relevant check box(es) next to the items to be serviced.
  11. Define the necessary resources and material for the selected items in the Resources and Material tabs.
  12. Click Save.

Keep in mind: All fields with the “!” icon are mandatory. You need to customize the setting for the configurations tree to display items by the codes and serial numbers. For more information, see Maintaining settings for Service management. Only items with codes and serial numbers associated with the account selected in the service request will be displayed.

How do I add resource planning lines?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Add hours.
  8. Define the fields.
  9. Click Save.

Keep in mind:

  • Resource planning lines cannot be added once the service activity has been invoiced.
  • If the service activity has been planned, the newly added resource planning lines will not be displayed in the Field Service offline mobile application. However, if the Field Service offline mobile application is used, and the service engineer has downloaded his or her work before the resource planning lines were added, the service engineer might not know the resource planning lines were added. Thus, synchronization should be performed frequently so that the service engineer will be able to view the newly added resource planning lines.
  • The service request cannot be authorized or processed if the start and end dates of the resource planning lines are after the current date. The resource planning line will remain as "Realized".

How do I add material lines?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Add material.
  8. Define the fields.
  9. Click Save.

Keep in mind:

  • Material lines cannot be added once the service activity has been invoiced.
  • If the Field Service offline mobile application is used, and the service engineer has downloaded his or her work and materials before the material lines were added, the service engineer might not know material lines were added. Thus, synchronization should be performed frequently so that the service engineer will be able to view the newly added material lines.
  • The service request cannot be authorized or processed if the start and end dates of the material planning lines are after the current date. The material planning line will remain as "Realized".

How do I view service slips for a service activity?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Service slip.
  8. Click the Preview tab to print or save the service activity slip, or click the Email tab to email the service activity slip.

Keep in mind: All fields with the "!" icon are mandatory.

How to print the service activity documents?

  1. Go to Modules > Workflow > Reports > Requests > Search or Modules > Service management > Reports > Service activities > Service activities.
  2. Define the search criteria. For more information, see Searching for requests (for the Workflow module) or Searching for service activities for Service management (for the Service management module).
  3. Click Show.
  4. Select the required service activity request under the Description column.
  5. Click the Service activities tab.
  6. Select the required service activity under the Description column.
  7. Click Print report.
  8. Click the Preview tab to print the service activity document or Email tab to email the service activity document.
  9. To print the service activity document, type a description at Description, type or select a report type at Report type, and then click Print. These two fields are mandatory. To email the service activity document, click Send.

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 Main Category: Attachments & notes  Document Type: Online help main
 Category:  Security  level: All - 0
 Sub category:  Document ID: 23.905.356
 Assortment: Exact Synergy Enterprise  Date: 07-10-2024
 Release:  Attachment:
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