Knowledge Center

Request and quote on Service Order (CSO)

A Service Order (CSO) is used in situations where a customer needs work performed on a product or property. The job to be done may consist of purely operations, or it may include parts to be changed. The parts can be delivered by customer, purchased or produced. Some of these jobs requires a quote before the service job proceeds and a Sales Quote Request (CRQ) is needed.

Criteria for service jobs
  1. Nothing new is to be produced. Service is going to be performed on an existing product and the work and parts are invoiced.

  2. The product to be serviced already exists in RamBase as a Part with LCM (serial number) or to be created as such if non-existing.

  3. A suitable service job in Product (ART) (Class=KM, Kit Maintenance) need to be available, or created. It needs to be defined with the minimum of a validated basic structure and one operation.

Create a Sales Quote Request (CRQ) for a service job

If a request is registered by a person/department/role who can not or is not able to register the details and find the correct product and service job, they need to perform following actions at a minimum:

  1. Create a CRQ, choose customer, add YourNo. If the project is named, it can be added as an internal message on the document.

  2. Add received attachments/files/drawings and choose the correct filetype according to the company routines.

If the product is registered as an article in the ART-registry it can be added to position 1, or a dummy-article can be added and changed with the real article later in the process.

The creator may transfer the document to the next step in the process by using the Transfer Document to Other User-icon, or by sending an IMS from the CRQ.

The next step in the process is to change the position 1 item with the correct item and add the service job to position 2, if this is to be done in the request.

Another alternative is if you decide to create an quote on the request, then it is set to ST:4 using the F12 option Register Sales Quotes Request (ST:4) as a signal that this request is ready for quote.

Make a Sales Quote (CQU) on the received CRQ

If the CRQ on the job is registered, the CRQ needs to be transported to an CQU using the F12 option Transport all Items.

The next step will be to set up the positions on the CRQ according to following structure:

A service job needs a specific structure to be processed on to a CSO:

  1. Position 1 on the CQU is the product awaiting service. Quantity = 1 and Price = 0.00. A service order can only be performed on a single product which is the property of the customer. This article can be classified as Class = P / KA / K.

  2. The second position on the CQU is reserved for the service job to be performed (ART with Class = KM).

Note: If a CRQ has been created with just the KM-article on position 1, perform the following actions:

  1. Register the CRQ to ST=4.

  2. Use the F12 Option Transport all Items to CQU.

  3. Enter the position on CQU.

  4. Press F12 and choose the option Insert Item.

  5. The KM article will move to position 2 and position 1 will become empty where you can insert the proper item. The quote can now be completed with the correct structure for it to be transported to a CSO.

Both of the articles need to be in ST=4 and the job (the KM article) needs a validated KIT. It is not possible to add positions beyond the two on a service job quote.

Set up a cost estimate

if the job to be done (position 2) is to be run according to standard setup (article KIT), a cost estimate can be set up and sent to the customer.

If you are going to modify (change operations/add parts to be changed) and set up a cost estimate, you need to go into position 2 (highlight the item line and press ENTER) and set up a special structure. Permission and calculator to add/remove/change/calculate is given on special structure.

The price you want to quote for the job is entered manually in position 2. The calculator can also set the price by summing all the lines, but in cases with multiple lines, it is easiest to add the full price manually.

When the structure (KIT) is set up with work operations to be performed, parts to be changed and the final price quote, you can also add documents (PDF) which also gets sent to the customer with other attachments:

  1. On the CQU footer

    The green R-icon inserts footer-text on output.

    The blue I-icon inserts an internal message, not visible on output.

  2. View Notes and Attachments

    1. On the document (main level)

      Add a Note and choose Category = Print. The text entered here will show above the positions on the output.

    2. In a position (click ENTER on the item line)

      Add a Note and choose Category = Print. The text entered here will show below the positions on the output.

You can inspect the result using the Preview of Document function.

When the quote is sent to the customer, it will receive ST=3/4.

Received service job order - send Sales Quote (CQU) to Service Order (CSO)

As previously mentioned, a quote for a service job needs two positions, where the first represents the product and the second represents the job (Class=KM). These are the only positions on the document.

This is the only functional setup to transport a Sales Quote (CQU) to a Service Order (CSO) and the option is found using the Transport-icon on the CQU-header and the F12 option Transport All items.

Then choose CSO / New Service Order to transfer the CQU to a CSO in ST=1.

Necessary operations on a CSO before registering

When a CSO has been created from a CQU, the Product (ART) to be serviced is set in position 1. but not the unit (LCM/Serial number) of the product. This needs to be chosen or created before the CSO can be registered (Forward to Customer).

Follow the steps to completion:

  1. Enter position 1 on the CSO and click the yellow arrow behind the Part field. This will open the popup where you choose LCM.

  2. Click the magnifying glass icon to enter the LCM application. You can see the chosen product and the application shows LCMs related to this. To change the product, click the red X behind the product to search for a serial number unrelated to the product. The SerialNo field is the best place to search for the serial number for the product. If you cannot find the LCM, you can create a new one using the +/- icon at the bottom.

  3. When the LCM is chosen/created, choose it and return to the main document. Perform any necessary changes, such as if the product is to be received / is in stock / no shipment, change of finishing date and then click Confirm.

  4. The CSO can then be registered using the F12 option Forward to Customer and a Production Work Order (PWO) is created for the job and purchase-/production for the part(s).