Service Work Order

 

Content was last updated in 06.22.06-00

Revision History

 

What is SWO (Service Work Order)?

A Service Work Order is a document that provides all the information about a maintenance task and outlines a process for completing that task. It include details on who authorized the job,  who it’s assigned to, the tentative/definitive start and end dates, what is expected as part of the maintenance task. It may also include the maintenance charges, costs of tools and spares required during the maintenance. And if the business regulation require it will also mention the applicable taxes etc.

In a nutshell, a SWOs are the core of the engine that runs your maintenance operation. They guide your team to execute and track the maintenance from start to finish. From an operational perspective, they  are very crucial for your organization’s operations team. Hollistcally, they help everyone from maintenance managers to technicians organize, assign, prioritize, track, and complete key tasks.

 

Service Work Order window

Creating a Service Work Order is the first step done whenever a customer request for a repair or maintenance.

In R2, the Service Work Order window is the gateway to creating a SWO and then proceeding to track it to closure, including invoicing it.

Figure 1.0: Service Work order main window

A sample workflow explains how the life-cycle's dates affect the Availability/ Non-availability

 

1. Toolbar

Table 1.0: Icons on Service Work Order window and their description

Icon

Description

New icon to add a blank line to the Grid.

Print icon to Print the Work Order.

Save icon to save the changes made to the Work order.

Delete icon to delete the selected lines (either a single line or multiple lines).
Check Asset's Availability.
By default The Asset Availability window opens with 'Current Day' in focus. And it also by default shows only the current month.
The number displayed on a particular date specifies the 'Active' stock on that day.
When you click on the number it further displays - Total, Available, Locked, Damaged. Lost, Missing, and other type of stocks. See sample window
Use this button to do Purchase Assign
Click this button to Search Inventory.
Click this button to Ship selected Inventory.
Click this button to Ship all of the added Inventory.
Click this button to Invoice the SWO. This button gets enabled only when the Order is in Done status.
Click this button to tag the SWO as completed. This button gets enabled only when the Order is in Open status.
Click this button to re-open a Completed or Closed SWO. This button gets enabled only when the Order is in Done/ Cancelled status.

 

2. Tabs

To create and process a SWO, you need to add details across 12 tabs in the following window.

To know all about the fields on each of the tab, you can click on the tabs in the figure below.

Figure 2.0: Tabs in the Service Work Order window

 

 

Information Tab

Figure 2.1: Information tab

 

Table 2.1: List and description for Fields on Information tab

Field Name

Description

Order ID

Unique identification number of the Work Order.

Status

This is Status of the Order. There can be the 5 statuses - Estimate,Scheduled, Open, Done. Invoiced, and Cancelled.

The tentative/probable workflow, how a SWO may proceed through the statuses is explained here.

The status of the Order decides how the Scheduled/ Start/ Due/ End dates behave.

Customer

Name of the customer for which the WO has been raised.

Description

Description of the Work Order as entered by the user.

Created By

Name of the person who has created the WO. This is the user who has logged in to R2.
Date Created

The date on which the WO was created.
Site

This is a non-editable field, it will display the Site in which the Work Order is created.

Charge To

Select to whom the cost of repair be charged.

  • Customer

  • Warranty

  • Internal

Mechenic(s)

Click the search button to pick the desired service technician type.

System does not allow you to change the Status of SWO to Open, without assigning the Mechanic(s).

Service Type

Click the search button to pick one of the service types.These types are usually defined in the system's configuration.
To know more about service types, click here.

Category

 

Assigned Vendor

Name of the vendor from which the spare parts required for the service will be sourced.

Location

This is the physical location where the repair/maintenance is expected to happen.

Scheduled Date

This is the expected/tentative date on which the repair/maintenance is expected to start.

Start Date

This is the actual date on which the repair/maintenance started.

Due Date

This is the expected/tentative date on which the repair/maintenance is expected to be completed.
This is calculated on the basis: Due Date = Start Date + Est, Duration.

End Date

This date has to be entered only when the repair/maintenance has been completed and it is time to close the service ticket.

Est. Duration

Expected duration in Days/Hours which is needed to do the required servicing or maintenance on the given equipment.

Suspend/ Resume

You can click this button to Suspend the currently open SWO. And in suspended mode, you can click on the Resume button to revert.

To know how the Suspend/Resume button work, see here.

Priority

This field allows you to set Priority for the Work Order that is being created, the available options are Regular and High. This ais alos a searchable column in Service window.

Comments

This field allows you to Add/  View / Edit / Delete Comments of the Work Order.

 

Equipment Tab

Figure 2.2: Equipment tab

 

 

Table 2.2: List and description for Fields on Equipment tab

Field Name

Description

Asset ID/Product ID

Unique identification number of the Asset or Product in repair

Qty

 Quantity of the product being added.

Description

 Text description for the Asset or Product in repair

Customer Equip. No.

 Serial Number of any external equipment is brought in for service. Usually happens for 'Sold Items'.

Manufacturer

 Name of the company that manufacturer that produced the product.

Mfg. Serial No.

 Unique serial number for the product as quoted by the product's manufacturer.

Model

 Model number for the product as quoted by the product's manufacturer.

Date Acquired

 Date on which the product was acquired by customer.

Invoice ID

 ID for the invoice of the SWO

Invoice Date

 Date on which the SWO was invoiced

Invoice Amount

 The final invoice amount of the SWO

Meter Group

 Meter group (if assigned) to the equipment gets populated here, when the equipment is selected.

Customer

 Name of the customer for which the service is being done.

Made In

 Name of the location where the Item was produced. This field is auto-populated from the Item information

URL

 An external URL which may have additional information about the item.  This field is auto-populated from the Item information

Year

 Year of production. This field is auto-populated from the Item information

Retire

 This is a Yes/No checkbox. If you want to retire the equipment, then you must select the checkbox.

Retire Comments

 If the checkbox is selected, then you are expected to add reasonable comments about why the equipment was retired.

Availability Site(s)

 Name of the site at which the item in service is available.

Meters

 Click this button to select the meter metrics defined for the equipment.
If the equipment does not have any specific meter metrics defined system displays an error.

Times Rented

 The count of how many times the equipment has been rented.
It is important to keep a track of this count because every equipment has a specific life-duration, which may be based on the number of uses or the total duration of uses before it has to be sent for repair/maintenance or even retired.

Duration Rented

 The total duration for which the equipment has been rented.
It is important to keep a track of this statistics because every equipment has a specific life-duration, which may be based on the number of uses or the total duration of uses before it has to be sent for repair/maintenance or even retired.

 

 

Service Tab

Figure 2.3: Service tab

 

Table 2.3a: List and description for Fields on Service tab

Field Name

Description
S Sequence number.
Schedule ID Service Schedule ID or Serial Number.
Description Description of the type of nomenclature of the Service Schedule
Type Type of Service Schedule created or added.

 

Table 2.3b: Buttons and description for Fields on Service tab

Button Name

Description
Add Add a service schedule to the list.
Delete Delete a previously added schedule.
Services  

 

Repair Instructions Tab

Figure 2.4: Repair Instructions tab

 

Table 2.4: List and description for Fields on Repair Instructions tab

Field Name

Description

Complaint

Details of complaints or issues with equipment as narrated by the customer

Cause

Root cause of the issues/complaints as identified by the repair technician.

Correction

Details of the corrective fixes done to the equipment.

 

 

Customer Tab

Figure 2.5: Customer tab

 

Table 2.5: List and description for Fields on Customer tab

Field Name

Description

ID

This is a non editable field, which displays the unique identification number of the Company / Customer for whom the Work Order is created.

Company

This field displays the Name of the Company / Customer for whom the Work Order is created. The importable button in this field allows you to search and tag Customers /Company.

Contact

This field displays the Contact of the Company which is tagged to the Work Order.

Address

This field displays the Address of the Company which is tagged to the Work Order.  

This field will display either the Main Address / Billing Address / Shipping Address based on the selection of the options available in the drop down beside the address field. The options available are Main / Billing / Shipping

Comments

This is a free-text field where you can add comments.

Tax Group

The 'Tax bracket' to which the Invoice is attached.

Sales Person

Select the sales person who

Contact Numbers

Main

This field displays the Main Phone number of the Contact as in the Company Edit window.

Home

This field displays the Home Phone number of the Contact as in the Company Edit window.

Fax

This field displays the Fax number of the Contact as in the Company Edit window.

Mobile

This field displays the Mobile number of the Contact as in the Company Edit window.

Email

This field displays the Email Address of the Contact as in the Company Edit window.

Others

Any other contact information.
Claims Details

Number

Insurance or Damage claim number or Serial ID of the same

Submitted

 

Approved

 

Details

Details of the Insurance or Damage claim

Comments

Additional comments or instructions for the Insurance or Damage claim.

 

 

Shipping Tab

Figure 2.6: Shipping tab

 

Table 2.6: List and description for Fields on Shipping tab

Field Name

Description

Contact

This field displays the Contact of the shipping party to which is tagged to the Work Order.

Comments

This is a free-text field where you can add comments for the shipping team

Ship Via

Select the Shipping mode used.

Tracking#

Provide the tracking number or consignment number of the shipment

Tax Region

The tax region to which the shipping invoice will be billed.

Location

Location Name

Name or ID of the location to which the shipment has been sent.

Address

Complete address of the location to which the shipment has been sent.

 

 

Payment Tab

Figure 2.7: Payment tab

 

Table 2.7: List and description for Fields on Payment tab

Field Name

Description
Pay Method This field displays the Method used to make Payment. Clicking on the drop down button allows you to select the Method of Payment, like : Cash, Cheque, Card, Visa, Master.
Terms This field displays the Payment Terms, if Payment Terms is defined in the Company edit window the same will be defaulted here. Clicking on the importable button allows you to view the Payment Terms dialog, wherein you can search and select the required Payment Terms.
Customer

Displays the Billing Customer for the Work Order. The Billing Customer can be changed by clicking on the importable button in the Customer field.
Billing Contact

Displays the Billing Contact of the Work Order. The Billing Contact  can be changed by clicking on the importable button in the Contact field.
Address

Displays the Billing Address of the Billing Customer.
PO#

Allows you to enter the PO Number for the Work Order
Pay At

Displays the Pay At selected for the Work Order, clicking the drop down arrow in this field allows you to select the required Pay At option
Billing Terms

Displays the Billing Terms used for the Work Order, clicking on the importable button allows you to view the Billing Terms dialog, wherein you can search and select the required Billing Terms.
Pay Type

This field displays the Pay Type selected for the Work Order. The available options are Bill and Cash.

 

 

Default Tab

Figure 2.8: Default tab

 

Table 2.8: List and description for fields on Defaults tab

Field Name

Description

Profit Center

 This field displays the Profit Center tagged to the Work Order. Clicking on the importable button in the Profit Center field will display Group dialog, wherein you can search and select the required Profit Center ID.

Disclaimer

This field allows you to tag a Disclaimer to the Work Order. Clicking on the importable button in this field will display the Disclaimer dialog, wherein you can search and select the required Disclaimer.

Discount

This field allows you to tag a Discount Group to the Work Order. Clicking on the importable button in this field will display the Discount group dialog, wherein you can search and select the required Discount group.

Valid Till

This field allows you select the Date and Time across which the Work Order will be considered as Valid

 

 

Cost Tab

Figure 2.9: Cost tab

 

Table 2.9a: List and description for Row fields on Cost tab

Rows in the Cost tab

Field Name

Description
Charge

Displays the Amount on Sale of item/parts, Misc, Labor, Freight and Total of Work Order before Discount.
Discount

Displays discount amount on the order (considering line level discount, order discount, and discount groups)

Cost

Displays the Cost of item/Sale, Misc, Labor, Freight  as in the respective edit windows and the sum of all in the Total Cost Row.

Gross Profit

(Charge - Discount) - Cost = Gross  Profit

Margin

Displays the Profit Margin %

 

Table 2.9b: List and description for Column fields on Cost tab

Columns in the Cost tab

Field Name

Description
Sale Amount of Items/Parts  with action sell which are added to the Work Order.
Misc.

Amount of Misc charges on the Work Order for which Is Freight checkbox is not selected in the Misc edit window at the time of adding the Misc. charge to the order.

Labor

Labor amount on the Work order
Freight Amount of the Freight charges which is added to the Work Order, i.e. Misc. Charges for which Freight checkbox is selected in the Misc- Charges edit window at the time of adding it to the order.
Total

Total for each Row is displayed

 

Table 2.9c: List and description for other fields on Cost tab

Compare with Actual Price

Field Name

Description

Difference Amount

Displays the Difference Amount as compared to the actual price of the equipmemt.

% Difference

Displays the percentage of the amount compared to the actual price of the equipmemt.

Calculate

Button to trigger the calculation process.

 

 

Subtotal Tab

Figure 2.10: Subtotal tab

 

Table 2.10: List and description for fields on Subtotal tab

Field Name

Description

Subtotal

Displays the total of Labor/ Item/ Parts/ Misc.Charges on the Order after discount

Tax

Total tax levied on the Order, including Labor / Item / Parts/ Misc.Charges / Damage Waiver / Service Charge.

Net

Total Payable on the Order after Discount and Tax.

Tax Applicable

When this check box is selected, Tax will be applied on the Order. If this is not selected, then Tax will not be applied to the Order.

Online

  • When the online check box is selected, the Order Total, Sub-Total, Tax and Net will be calculated automatically on editing the values and tabbing out.  

  • When online is not selected, then the Order Total, Sub-Total, Tax and Net will not be calculated automatically on editing the values and tabbing out, user has to either click on the Total button or Re-calculate button.

Total Cost

 Total cost charged to the customer based on Charged cost, Tax and Discount applied.

Profit Margin

 Total profit margin along with percentage. The value is calculated based on the equipment's purchase cost and charged cost.
Discount
Type This field allows you to select the Type of Discount, that has to be applied on the Order lines, available options are Percent and Fixed.
Percent This field will be enabled only if Type is selected as Percent, you can enter the Discount in terms of %.
Amount This field will be enabled only if Type is selected as Fixed, you can enter the Discount in terms of amount.
Tax
Description

This field will display the Description of the Tax Schedule of the Tax Region that is tagged to the Work Order
Tax

This field will display the Tax in terms of percentage for the Tax Schedule of the Tax Region that is tagged to the Work Order

 

Table 2.1ob: List and description for buttons on Subtotal tab

Button Name

Description

Recalculate

Click on this button to re-calculate the values of Total, Sub-Total Tax and Net Total, after editing the values.

 

 

Linked Orders Tab

Figure 2.11: Linked Orders tab

 

Table 2.11a: List and description for fields on Linked Orders tab

Field Name

Description
I Seqeunce number of the Linked Order.
Status Status of the Order
Order ID Order ID
Description Description of the Order which is added to the list
Customer ID ID of the customer to which the order is being billed.
Category Category of the Order that is linked to the specific SWO.
Amount Amount mentioned on this particular linked Order.
Total Total of all the Linked Orders listed in the grid

 

Table 2.11b: List and description for buttons on Linked Orders tab

Button Name

Description
Add Add a new order for linking to the main SWO.
Edit Edit the details of any previously added order.
Refresh Refresh the list and their fields/values.
Total Calculate/Re-calculate the total of the amounts of all linked order added to the list.

 

 

UDF Tab

Figure 2.12: UDF Tab

 

The fields in this tab are based on the User Defined fields defined for Orders in Configuration Module > User Fields Setup. Know more?

 

 

3. SWO Attribute Search

 

 

4. SWO Item Grid

Field

Description
T A checkbox, that confirms if the item is taxable.
C A checkbox, that confirm when the line has additional comments.
X A checkbox, that confirm that the item in this line cannot be exhanged.
H A checkbox, that confirm if the charge information has to be kept hidden.
Action  
ID  
Description  
Tax Group The Tax Group to which the item is related.
Duration The duration for which the item in the line is being consumed.
Quantity Number of units of the item added to the SWO.
Price  
Discount The percentage of the discount which offered or applicable for the particular line item.
Amount  
Unit Cost  
Total Cost