Service Order Processing (One Appointment): General Information

A service order is a document created on the Service Orders (FS300100) form that contains general information on the services that will be provided to a customer and the appointments that will take place. In MYOB Acumatica, you can control the steps required to process your company’s service orders, from entering them to closing them and generating billing documents.

Learning Objectives

In this chapter, you will learn how to do the following:

  • Create a service order with the service requested by a customer
  • Create an appointment and assign a staff member to perform the service
  • Start and complete an appointment
  • Close the appointment and run service order billing

Applicable Scenarios

You create and process a service order with an appointment if your company sells services and has customers that request services from time to time.

Workflow of Service Order Processing

If the billing cycle specified for a customer indicates that billing documents are to be generated for service orders rather than for appointments, the processing of a service order with one appointment consists of the following steps (which are shown in the diagram of the next section):

  1. Creating a service order: A service manager receives the order and enters it into the system on the Service Orders (FS300100) form.
  2. Creating an appointment related to the service order: A service manager creates an appointment on the Appointments (FS300200) form, enters all appointment data, and verifies the information related to the appointment.
  3. Starting the appointment: In the location where the service is to be performed, a staff member indicates on the Appointments form that the appointment is being started.
  4. Performing services and updating the appointment: A staff member performs the included services and updates the appointment settings.
  5. Completing the appointment: A staff member completes the appointment on the Appointments form.
  6. Closing an appointment (optional): An accountant verifies the information entered for the completed appointment, such as quantities and prices, and closes the verified appointment on the Appointments form.
  7. Completing the service order (optional): After all appointments related to the service order have been completed and the Appointments Needed check box has been cleared for the service order on the Service Orders form, the service manager completes the service order in the system by clicking Complete on the form toolbar of this form.
    Note: If the Complete Service Order When Its Appointments Are Completed check box is selected on the General tab of the Service Order Types (FS202300) form, the service order is automatically completed and is assigned the Completed status when all related appointments have been completed.

    If any additional service has to be performed or another appointment has to take place, the service manager can reopen the service order by clicking Reopen on the More menu of the Service Orders form. The service order can again be completed after all work is done.

  8. Closing the service order (optional): After all accounting information has been verified, the accountant closes the service order. Billing documents can be generated only after the service order has been closed.
    Note: If the Close Service Orders When Its Appointments Are Closed check box is selected on the Service Order Types form, the service order is automatically closed and is assigned the Closed status when all related appointments have been closed.

    If any additional changes should be made in the service order, the service manager can unclose the service order by clicking Unclose on the More menu of the Service Orders form. This causes the service order to be assigned the Completed status, and information in the service order can be edited.

  9. Generating billing documents: The accountant generates billing documents for the service order (these appointments do not have to be closed or completed) and processes them in the system.

Created Documents

When a service order is billed on the Run Service Order Billing (FS500600) form, the system creates a sales order, a sales invoice with the Credit Memo type, or an AR credit memo if all of the following conditions are met:

  • The customer has the service order type of the service order specified on the Service Billing tab of the Customers (AR303000) form.
  • For the service order type, Sales Orders, SO Invoices, or AR Documents is selected in the Generated Billing Documents box on the General tab of the Service Order Types (FS202300) form. The system creates the noted documents depending on the specified document type as follows:
    • Sales Orders: If this type is selected and the amount of the service order is negative, a sales order with the Credit Memo type is created. (If the amount is positive, a sales order of the type specified in the Order Type for Billing box is created.)
    • SO Invoices: If this type is selected and the amount of the service order is negative, a sales invoice with the Credit Memo type is created. (If the amount is positive, a sales invoice with the Invoice type is created.)
    • AR Documents: If this type is selected, the Create AP Bills for Negative Balances check box is cleared for the service order, the amount of the service order is negative, and an AR invoice is created. (If the amount is positive, an AR credit memos is created.)
  • The service order has the Allow Billing check box selected on the Billing Documents tab of the Service Orders form.
  • The billing cycle specified for the customer on the Billing tab of the Customers form has the Service Orders option button selected under Run Billing For on the Billing Cycles (FS206000) form.
    Note: The billing cycle is specified for the customer on the Service Billing tab of the Customers form if the Manage Multiple Billing Options per Customer check box is selected on the General tab of the Service Management Preferences (FS100100) form.

    If the Manage Multiple Billing Options per Customer check box is cleared, the billing cycle should be specified in the Service Management section on the Billing tab on the Customers form, because in this case the Service Billing tab on the Customers form is not displayed.

In the document created during the service order billing, the system fills in the credit terms as follows, depending on whether the Use Credit Terms in Credit Memos check box is selected on the Accounts Receivable Preferences (AR101000) form:

  • If the check box is selected, the system copies the credit terms from the customer's settings.
  • If the check box is cleared, the system leaves the Terms box of the Invoices and Memos form empty.

Process Diagram

The typical workflow of service order processing is shown in the following diagram.

Figure 1. Processing of a service order