Case-Related Service Orders: Process Activity

This activity will walk you through the process of creating a service order from a case. You will go through the service management process while also processing the case, from creation through closing.

Attention: This activity is based on the U100 dataset. If you are using another dataset, or if any system settings have been changed in U100, these changes can affect the workflow of the activity and the results of the processing. To avoid any issues, restore the U100 dataset to its initial state.

Story

The SweetLife Service and Equipment Sales Center provides support to its customers on equipment that the company sells, and these support services are billed to the customer on a per-case basis. The Thai Food Restaurant customer has requested the replacement of a component in a juicer that the company purchased previously.

Acting as the service manager of the company (Maia Davis), you will create a case for which an appointment should be scheduled for the replacement services to be performed. Acting as the respective employees, you will also continue the processing of the related service order through the closing of the case.

Configuration Overview

In the U100 dataset, the following tasks have been performed for the purposes of this activity:

  • The minimum system configuration, which is described in Company with Branches that Do Not Require Balancing: General Information, has been performed.
  • The SWEETLIFE company has been created on the Companies (CS101500) form. This company has multiple branches created on the Branches (CS102000) form, including SWEETEQUIP (Service and Equipment Sales Center).
  • On the Service Management Preferences (FS100100) form, the minimum settings have been specified, including specifying the numbering sequences and work calendar, for the service management functionality to be used.
  • On the Enable/Disable Features (CS100000) form, the following features have been enabled:
    • Inventory and Order Management, which provides support for the sales order functionality
    • Case Management (under Customer Management), which provides support for the case functionality.
  • On the Employees (EP203000) form, EP00000040 (Maia Davis) and EP00000040 (Alberto Jimenez) have been defined. For Alberto Jimenez, the Staff Member in Service Management check box has been selected and the REPAIRING skill has been added.
  • On the Users (SM201010) form, the davis and jimenez accounts have been created. For the davis user account, in the Linked Entity box of the Summary area of the form, the Maia Davis employee account has been specified; for the jimenez user account, in this box, the Alberto Jimenez employee account has been specified.
  • On the Staff Schedule Rules (FS202001) form, a work schedule rule has been defined for the EP00000040 (Alberto Jimenez) employee, and the work schedule has been generated for this employee on the Generate Staff Schedules (FS500400) form.
  • On the Branch Locations (FS202500) form, the WEST BRIGHTON branch location has been defined.
  • On the User Profile (SM203010) form, for the davis user, the WEST BRIGHTON branch location has been specified as the default branch location.
  • On the Service Order Types (FS202300) form, the MRO service order type has been defined to generate SO invoices to bill customers for provided services. That is, SO Invoices has been selected in the Generated Billing Documents box of the Billing Settings section (General tab). Also, on the General tab (General Settings section), the Complete Service Order When Its Appointments Are Completed and Close Service Order When Its Appointments Are Closed check boxes are selected.
  • On the Service Management Preferences (FS100100) form, the basic service management functionality has been configured, including the specification of the numbering sequences and the work calendar. Also, on the General tab (Default Settings section), MRO has been selected in the Default Service Order Type for Cases box, meaning that when a new service order is created from the Cases (CR306000) form, MRO is inserted as its service order type
  • On the Customers (AR303000) form, the TOMYUM (Thai Food Restaurant) customer has been defined.

Process Overview

To create a service order along with a case, you will create a new case on the Cases (CR306000) and a service order for it on the Service Orders (FS300100) form. You will then add the service to be performed by creating the related task on the Task (CR306020) form.

System Preparation

Do the following:

  1. Launch the MYOB Advanced website, and sign in to a company with the U100 dataset preloaded. You should sign in as the service manager by using the davis username and the 123 password.
  2. In the company to which you are signed in, be sure that you have enabled the Service Management feature on the Enable/Disable Features (CS100000) form.
  3. In the info area, in the upper-right corner of the top pane of the MYOB Advanced screen, make sure that the business date in your system is set to 1/30/2023. If a different date is displayed, click the Business Date menu button, and select 1/30/2023 on the calendar. For simplicity, in this activity, you will create and process all documents in the system on this business date.

Step 1: Creating a Case

To create a case, do the following:

  1. Open the Cases (CR306000) form, and click Add New Record.
  2. In the Summary area of this form, specify the following settings:
    • Class ID: SUPPORT
    • Business Account: TOMYUM (Thai Food Restaurant)
    • Subject: Component replacement is necessary
  3. On the Details tab, briefly describe the situation by entering the following: The component of the juicer has a defect; replacement with a new one is necessary.
  4. On the form toolbar, click Save.

Step 2: Creating a Service Order from the Case

To create a service order from the case, do the following:

  1. While you are still viewing the case on the Cases (CR306000) form, on the More menu (under Services), click Create Service Order.
  2. In the Create Service Order dialog box, which opens, make sure that Maintenance, repair and operations (MRO) is selected in the Service Order Type box, and click OK.

    The Service Orders (FS300100) form opens with the customer details inserted. Note that services have not yet been added to the service order.

  3. In the Source Info section of the Other tab, verify that the system has inserted Case as the document type and has inserted the reference number of the case from which the service order was created.
  4. On the form toolbar, click Save & Close.

Step 3: Adding Services

To add services to a service order, do the following:

  1. Return to the case you have created on the Cases (CR306000) form.
  2. On the Activities tab, click Create Task.

    The Task (CR306020) form opens. You must create a task in order to add a service for the case.

  3. In the Summary box of the Details tab, type Replacement of a component.
  4. In the Service box, select REPAIR.
  5. Save your changes and close the dialog box.

    The case now has one task associated with it. The service associated with the task is automatically added to the service order related to the case on the Details tab of the Service Orders (FS300100) form.

    You can open the service order by clicking View Service Order (under Services) on the More menu on the Cases form. Notice that the Billable check box is selected for the line added from the case. You can now proceed to creating an appointment for this service order and assigning the appointment to the employee who is the best fit to deliver the installation service.

  6. On the Cases form, on the More menu, click View Service Order (under Services). Notice that the Billable check box is selected for the line added from the case. You can now proceed to creating an appointment for this service order and assigning the appointment to the employee who is the best fit to deliver the installation service.
  7. Return to the Cases form, and on the form toolbar, click Open.
  8. In the Details dialog box, which opens, click OK.

The dialog box closes and the status of the case changes to Open.

Step 4: Creating an Appointment

To create an appointment, do the following:

  1. While you are still viewing the case on the Cases (CR306000) form, on the More menu (under Services), click Schedule on the Calendar Board.

    The Calendar Board (FS300300) form opens with the service order listed on the Service Orders tab.

  2. In the Date box, select 1/30/2023.
  3. Drag the service order to the column of Alberto Jimenez at 15:00.

An appointment is created.

Step 5: Processing the Appointment

To process the appointment, do the following:

  1. While you are still viewing the Calendar Board (FS300300) form, click the reference number of the appointment in the calendar. (You are acting as the staff member and will continue to do so for the next three instructions.) The Appointments (FS300200) form opens.
  2. On the form toolbar, click Start.
  3. In the Actual Date and Time section of the Settings tab, specify the actual start and actual end times to be the same as the scheduled times, and select the Finished check box.
  4. On the form toolbar, click Complete.

The service required to complete the case has been delivered, and you have completed the corresponding appointment. The completion of the appointment caused the service order to also be completed because of the settings of the MRO service order type on the Service Order Types (FS202300) form, as described in the Configuration Overview section.

Step 6: Generating an Invoice for the Appointment

On behalf of the accountant, you will generate an invoice for the appointment. Do the following:
  1. While you are still viewing the completed appointment on the Appointments (FS300200) form, on the form toolbar, click Quick Process.

    According to the settings of the MRO service order type on the Quick Processing tab of the Service Order Types (FS202300) form, by clicking the Quick Process button, the system will close the appointment, run the billing process, and generate and release an SO invoice for the appointment.

  2. In the dialog box, click OK. Once the billing process is finished, an SO invoice is generated and released. Click OK in the Processing Results dialog box.

Step 7: Completing the Task and Closing the Case

Now you can complete the task and close the related case; these actions must be performed manually. Do the following:

  1. On the Other tab of the Appointments (FS300200) form, click the reference number of the case in the Source Info section.
  2. On the Cases (CR306000) form, which opens, in the Summary column of the Activities tab, click the link of the task associated with the case.
  3. On the form toolbar of the Task (CR306020) form, which opens, click Complete.

    Now the task is completed in the system, and you can close the case.

  4. On the form toolbar of the Cases form, click Close. In the Details dialog box, which opens, click OK.
  5. The status of the case has been changed to Closed.