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QAD 2007 User Guide Volume 8A: Service Support Management

Contents

1. Deleting Revenue Records Use Revenue Delete Archive 11 5 18 23 to archive or delete deferred or accrued revenue records with zero amounts when online history is no longer needed These records are needed only while open billing periods remain on the contract Note If you do not execute this program revenue records are archived by Contract Delete Archive 11 5 13 23 when their related contracts are processed Fig 9 6 Deferred Accrued Revenue Report 11 5 18 22 Fig 9 7 Deferred Accrued Revenue Sample Report FAQAD 322 QAD 2007 User Guide Service Support Management Fig 9 8 Revenue Delete Archive 11 5 18 23 b See Summarized or Detail Billing on page 315 Fig 9 9 Billing Cycle Flow FAQAD evenue De Contract End User Effective Date Delete Archive 0 Archive File Output You can delete and archive revenue records by range of contract number or end user address Releasing Contract Invoices Use Billing Release to Invoice 11 5 18 13 to generate sales orders that serve as pending invoices for selected contracts with lines that are ready to bill Print and post these pending invoices with functions on the Sales Orders Invoices menu Billing cycle codes control when a given contract generates a pending invoice The content of contract invoices is determined by the value of Bill Summary for the contract The billing address is determined by the value of Bill End Users GS
2. 0 00 eee eee eee 244 Consumption of Limits 00 0 cee eee 246 Viewing Contract Consumption History 0005 247 Contract Pricing sass odo clause sla P aaa Geri re pora E 249 Contract Line Pricing 21 034 ctw ere ede ra hene 250 Contract Additional Charge Pricing 0 0 0 0005 251 Contract Currency 0 0 eee eee eee 251 Contracts and Customer Credit 0 0 0 0 0 eee eee eee eee 254 Contract Additional Charges 0 0 00 eee eee eee eee 255 Blanket Coverage i sacks or cowl ada salad e ose alee n ox e 257 Types of Blanket Coverage 0 0 0 cece eee eee 258 Pricing for Blanket Contracts 0 0 cee eee ee ee 258 Overlapping Coverage 0 0 cece cect ee 259 Overlapping Coverage in Calls 0 0 cece eee eee eee 259 Managing Overlapping Contracts and Warranties 260 Contract Start and End Dates 0 0 ccc eee 261 Contract Lin Items 232i dani ida ce eid pedo tan bos dads 262 Automatically Generating Contract Lines 00 262 Changing Contract Line Items 0 0 0 eese 263 Deleting Contract Line Items 0 00 264 Contracts for End Users with Items 0 0 0 eee ee eee eee ee 264 Contracts for Items with End Users 0 0 eee eee 289 Copying Contracts 2 0 eee eee eee 299 Renewing Contracts ooo eb gr Res eee EUR Re E aes 301 Renew Single Contract 0 eee ee
3. If the price list is for items consumed in CAR you can specify the exchange unit of measure defined in Call Management Control for credit amounts for items returned Youcan use the fixed price unit of measure defined in Call Management Control to specify an amount for a fixed price repair In this case the item number refers to the item being repaired not an item being consumed Unit of Measure and List Price If you specify an item defined in the item master the primary description unit of measure and list price in Item Master Maintenance display for reference Start and Expiration Enter values to determine the effective dates for this price list If blank the price list is always effective When determining which price list to use the system compares the transaction date with the price list start and expiration dates If the transaction date falls on or between these dates the system selects the price list with the latest start date that has not expired RQAD 216 QAD 2007 User Guide Service Support Management FAQAD Important The system finds a price list with a blank effective date first so make sure you use effective dates consistently Amount Type The default is P unless this is a percentage additional charge item in which case it defaults to M Possible values are D Discount Discounts are percentages the system takes from the item list price defined in the item master Use the type D amount t
4. Choose the override service type carefully Make the default under limit charge code on the service type a covered charge code rather than a contract or warranty charge code Field Notification Maintenance Create field notifications with Field Notification Maintenance 11 3 12 1 or with the Call Generator Similar frames display in both Field Notification Maintenance Field Notification 07 23 02 Reference Document ECOj119 Open Date 07 23 2002 Description Faulty bolt on airplane Combine Calls t3 Entered By pnm Calls Generated Work Code Recall P Priority Proble Bec P Severity A 1P Escalation P Comments Copy Comments to Call 5O From Item Number From Serial From Ship Date Model When you create a field notification you can associate a document an ECO documenting the problem and product change required or some kind of internal reference document You can also combine an end user s items into one call Installed Base 69 The remainder of the maintenance fields specify attributes of the call and selection criteria for the items in the installed base The system generates a call or call line for each item Field Notification Enter a code of up to eight characters identifying the field notification Reference Document If you associate this field notification with another document enter its identification Twenty four characters are allowed Description Enter up to 24 characters
5. The system searches key fields for charge product lines from the bottom up and you must fill them without skipping any For example if you want to use service category as part of the search algorithm you must also specify work code and charge code Example The following example shows how to break out service costs from the standard sales and COGS accounts You do this by leaving all fields blank except Charge Product Line Figure 3 9 shows the entire setup Charge Code Product line for Work Code item being Service Category E Service Type serviced Item Product Line Service Group Product line Charge Product Line SSM1 f for costs oo Leaving the other fields blank means that the system charges service costs to the accounts in product line SSM1 regardless of the charge code work code service category service type item product line or service group Example You can also break out service costs related to particular charge codes as Figure 3 10 shows Service Setup 109 Fig 3 10 l Breaking out Charge Code CONTRAC Service Costs for a Work Code Charge Code Service Category Service Type Item Product Line Service Group Charge Product Line s100 o In this example all costs for service contract activities are charged to service product line S100 Use this kind of setup to see how costs are distributed between contract warranty and billable service Charge Product Line Main
6. FAQAD What Is Unique About Service Service is usually the only way other than product sales for a manufacturing company to produce revenue However the way service revenue is produced differs from the way sales revenue is produced Many individuals familiar with manufacturing have to adjust their thinking to see the service perspective Differences between sales and service extend through the setup of the service organization and affect business decisions you make at every level In a service environment classical manufacturing concepts can mean something entirely different For example a service price list determines the price of servicing an item not the price of the item itself Another difference that is significant to service is an end user orientation End users are often the starting point for service decisions In the rest of the manufacturing environment however delivering to a user represents the completion of activity To accommodate this difference many people think about service in reverse to how they think about the rest of manufacturing For example in the rest of manufacturing and distribution activity your software manages shipping fo the customer This is the result of planning fabrication and delivery Service activity however can start with the shipping of an item back to you Your software manages the shipment of a return from the customer Even if you manage distribution with similar functions inter
7. FAQAD 172 QAD 2007 User Guide Service Support Management Fig 5 4 Call Details Map to Service Categories Fig 5 5 Invoice Sorts Group Service Categories FAQAD Plane CALL REPORT gt Ticket Arrived at customer site via flight 222 Stayed at Roadway Motel Motel 2 breakfasts 1 lunch 1 dinner 51 20 Meals gt Replaced Item 4311 2 4 gt Replaced Item 4217 5 Repair Used 1 quart lubricant Items Used 1 box rags Consumed Items gt Worked 7 hours regular time Worked 2 hours overtime Regular Labor Customer back up and running at 9 12 pm on Sept 25 2002 Overtime Labor Each service category is associated with an invoice sort when it is defined Normally you use three basic invoice sorts for expenses items and labor Invoice sort codes group all the details of related service categories for high level presentation In Figure 5 5 three file cabinets represent three invoice sorts The system sorts the detail associated with a particular service category into one of three cabinets expense item or labor In this example you can put a related folder in any drawer of the correct filing cabinet CALL REPORT Arrived at customer site via flight 222 REN pem Stayed at Roadway Motel 2 breakfasts 1 lunch 1 dinner
8. Fig 2 8 Contacts Contacts Frame Name Type P Phone 619 223 1278 Title Product Manager Fax Number 619 555 5045 Contact Type Last Update 07 23 2002 Name The name of an individual at this end user location The system adds the name in the Attention field as a primary contact If the Attention field is blank the end user sort name is used then the end user name Name Type This field can be blank indicating a normal contact Enter a P to indicate a primary contact Normally only one contact is designated as primary This is the contact name you usually want to display when you receive a call from this end user Title A 20 character field for the contact s title or position This field is for reference only Contact Type An optional code for grouping contacts Define codes in Generalized Codes Maintenance for field eud type RQAD 32 QAD 2007 User Guide Service Support Management b See Creating ISB Records During Invoice Post on page 58 FAQAD Phone Enter the phone number where this contact can be reached The phone number associated with the primary contact displays in the Phone field of Call Maintenance when a call for this end user is taken Fax Number Enter the fax number where this contact can be reached Last Update The last date when changes were made to this end user contact information This field is for reference only When the contact is first added this date is the system d
9. MTZ Reference dan esc d do era Seed ag A DEG EA CE US d CRY quedes 158 FAQAD Contents vii Date Time Fields ebore RED ERREUR UE RE 158 Converting Times 0 eee n 160 Chapter5 Contract and Warranty Types 163 Overview of Service Types 0 0 cece ccc eee eens 164 Default Service Types 0 0 eee eee 165 Service Attributes suse ses ee ep we ee ed ee eo d 166 Product Lines and Service Types 0 0 cece eee eee ee 167 Automatic Pricing 2 0 0 eee eens 168 Hours of Coverage sda er a eR iwesetageewcianaeas 169 Levels and Limits of Service 0 0 2 cee eee eee 170 Limit Usage Restrictions 00 0 cece eee ee eee 170 Understanding Codes for Limits 0 00 0 e eee ee eee 171 Service Levels by Invoice Sort 0 0 eee ee eee 174 Service Levels by Work Code and Service Category 176 Defining Service Levels with Effective Dates 178 Defining Service Levels with a Total Service Limit 182 Defining Percent of Coverage 0 00 eee eee eese 183 Defining Limit Detail lees 184 Limits at Multiple Levels 22 0 0 0 0 eee eee eee eee 186 No Coverage or Zero Percent Coverage 0 000008 186 Contract Type Maintenance eee eee 186 Header Frame cst RD ERE Hp ee eee Ced 186 Service Coverage Frame 0 0 00 190 Coverage Limits Frame 0 0 0 0 eee eee 19
10. When the revenue type of a contract is deferred release the contract for billing to generate a pending invoice Print and post the invoice This creates the following transactions Debits Accounts Receivable Debits Sales Discount Credits Sales for the current month Credits Taxes Trailer Charges Credits Deferred Revenue for remaining billed months Posting the invoice also creates revenue records that can be displayed with Deferred Accrued Revenue Report 11 5 18 22 The report shows the invoiced recognized and deferred amounts and the number of periods left for recognition FAQAD 320 QAD 2007 User Guide Service Support Management FAQAD Running Revenue Recognition then creates the following transactions Debits Deferred Revenue Credits Sales The number of months to bill on the contract must be greater than one For deferred revenue running Revenue Recognition is not needed for contracts and contract lines with monthly billing cycles since monthly billing and accounting functions update revenue totals However when the billing cycle is less frequent than monthly monthly accounting totals do not include unrecognized revenues held in deferred accounts Accrued Revenue When the revenue type of a contract is accrued you run Revenue Recognition before releasing the contract to an invoice This creates the following GL transactions Credits Sales for the monthly billing Debits Accrued Revenue for the monthl
11. not provide any coverage If you do provide some coverage for items complete without a contract or warranty the default service type should specify a discussion of charge codes covered charge code FAQAD 166 QAD 2007 User Guide Service Support Management Service Attributes Use Contract Type Maintenance to define and update contract types Figure 5 2 illustrates the first two frames Warranty Type Maintenance is similar Fig 5 2 Contract Type Contract Type Maintenance Maintenance Contract Type SERVICE Description 11 5 10 Prod Linej100 P Restocking Charge Duration 0 Call Price List RMA Only Response 0 Credit Price ue o P Comments Response Time umiH P Ship Before Return Priority Contract Price List P oo Contract Coverage Sunday 1 Start 00 00 End Time 00 00 Monday 08 00 17 00 Tuesday 08 00 17 00 Wed 2 08 00 17 00 Thursday 08 00 17 00 Friday 08 00 17 00 Saturday 1 00 00 00 00 Holidays 1 00 00 00 00 Service types define your relationship with customers The system uses some attributes of the type directly This is always true for warranties For contracts some attributes provide defaults you can change in Contract Maintenance The system derives the following information from the service type b See Product Product line of the service type can direct the financial impact of Lines and Senate service into GL accounts Types on page 167 Duration defines the length of t
12. queue manager 609 queues 605 setup 604 status codes 604 use of 602 service routing 662 attaching to item 665 auto loading in CAR 444 Call Activity Recording 667 call creation 666 call quotes 667 copying 676 installation 50 PM 49 repair 49 Service Routing Copy 676 Service Routing Maintenance 670 Service Std Operation Maint 674 Service Structure Copy 677 FAQAD service structure data Service Item Maintenance 47 Service Structure Maintenance 668 service structure See service BOM service type Call Activity Recording 449 call price list 188 contract 243 contract price list 188 credit price list 189 default 165 default call 363 definition 164 duration 187 hours of coverage 169 levels of coverage 170 limits 170 overview 164 price lists 168 priority 189 product line 167 187 response time 187 restock 188 ship before return 189 Service Work Center Maintenance 673 Service Support Setup menu 79 Service Support User Preferences 117 156 setting up service calls 349 Service Support Management 79 Ship Immediately field 629 shipments Material Order Shipment Report 649 Open material order report 648 shipping lead time 709 material orders 639 sites area 597 Call Activity Recording 458 call line 396 default 94 engineer 565 640 material order 640 repair 99 return 98 scrap 99 service item values for 50 spare 98 skill codes 571 SO Edit ISB Defaults 43 SO SQ RMA Issues
13. 11 5 13 23 FAQAD Renewal Process Report resets the start and end dates on the contract so the start date is the day after the expiration date of the original contract The end date defaults from the service type s duration The billing process continues as usual using the new dates Contracts are always renewed with a new number The system retrieves the next available number from Contract Control You can run this function multiple times for the same contract for different ranges of end users However each time you do this a new contract is created If you want the renewed contract to look like the old one you must include all end users in the range when you process renewals or leave the end user range blank Contract Delete Archive Use Contract Delete Archive 11 5 13 23 to delete and archive contract and contract quote records when online history is no longer needed Before processing a record the system checks the following Contracts must be fully billed coverage date is the same or exceeds the end date All revenue must be recognized for contracts with deferred and accrued revenue types Number Te 7 7 End wer P To P Datel H Contracts Delete Archive Archive File Output gt If you enter a range of end users only data for end users within that range is deleted or archived Important Be careful when using this option Archived data for end users probably canno
14. 2 3 4 Defining the codes controlling service limits and variables to Defining the service relationship with the customer to Managing the contact that results through a call to Managing the physical response to a customer need including repairs installation preventive maintenance and returns l Fig 1 1 General Work 2 Warranties and Contracts Flow in SSM Define customer relationships level of service duration billing 1 Setup Define behavior of module 3 Call Management Manage interactions with customer Implement business decisions Set up codes used in other functions 4 Service Activity and Repairs Manage after market services preventive maintenance installation repairs returns All service activity is driven by the relationships defined in the warranty contract type or service contract supplying the terms of coverage for a particular activity FAQAD 16 QAD 2007 User Guide Service Support Management Interactions with Other Modules Service Support Management relies heavily on information that is set up and managed in other QAD 2007 modules Figure 1 2 illustrates how SSM draws on data from other modules In the figure striped modules are optional solid modules are required to run SSM Arrows indicate the direction of data flow Fig 1 2 SSM and Other QAD 2007 Manager Modules Function
15. 490 location area 597 attributes for default 97 automatic 97 default 94 default repair 99 default return 98 default scrap 99 default spare 98 engineer 565 installed base 57 723 return material authorization RMA 683 FAQAD M markup amount type 203 216 mass call generator 409 master contract 268 engineer schedule 573 Material 635 Material Delivery Note 644 material order 629 Material Order Confirmation 637 Material Order Maintenance 619 625 Material Order Shipment Report 649 Material Order Shipments 640 material orders allocations 625 630 637 call related 620 confirmation of 637 consumption in CAR 446 engineer 627 expensed 623 for EMT items 616 life cycle 614 loading in CAR 650 quantity returned 655 returns 653 Sales Order Control settings 637 ship to 627 shipping 639 shipping immediately 629 sites locations 640 without call 622 memo items 36 messages end user 27 MO Automatic Allocations 639 MO Direct Pending Returns 654 MO Manual Allocations 639 MO Pending Return Report 658 MO See material orders model call default 360 Installed Base Item Maintenance 55 491 Service Item Maintenance 46 modem phone 26 moving call quotes to history 428 calls to history 417 installed items 72 MTZ See time zones Multiple Time Zones field Service Management Control 750 Multiple Time Zones Maintenance 138 Multiple Time Zones Startup Utility 130 Multiple Time Zones See time zones N notification fiel
16. Auto Renew Contracts 7 Processing Defaults PO Required Frame ww SW Create ISB The value of Create ISB in End User Control determines the default for a new end user This field indicates whether to create installed base records for this end user The setting in this field and the value in the Installed Base field of Service Item Maintenance must both be Yes for the system to add an item to the installed base These two fields affect the default value for the Update Installed Base field in the Installed Base Detail frame of Sales Order Maintenance Pending Invoice Maintenance and RMA Maintenance They also affect the Update ISB field in Call Maintenance Call Quote Maintenance and Call Activity Recording PO Required Yes in this field indicates that you cannot record service activity for this user without a purchase order This feature is for organizations that do not use service contracts but purchase service on a case by case basis The value for the end user defaults from the associated customer This field affects the following RMAs and Service Contracts If a PO is required you must enter it before the line items can be updated Contract Quotes If no purchase order exists a warning states that a PO is required You cannot release the quote to a contract without a PO number Call Quote Maintenance and Call Maintenance You can create calls and quotes without a PO but a warning displays Call Activity Recording If th
17. Credit cardi AR Accountiig00 P Action Status Blanket Coverage In some business situations an organization provides a level of coverage to an end user for all products of a certain type Or in an even more general case you might provide coverage to an end user regardless of what product they are using You can manage these business requirements through blanket contracts Blanket contracts are set up slightly differently depending on the value of Item End Users When Item End Users is No you can specify Yes in the Blanket field in the contract header This value sets the default for the Blanket field for each end user When Blanket is Yes for an end user all of the end user s items are provided blanket coverage You can set up some end users with blanket coverage and some without on the contract regardless of the value of Blanket in the header When Item End Users is Yes all lines on the contract provide blanket coverage You cannot modify this setting below the header FAQAD 258 QAD 2007 User Guide Service Support Management FAQAD Types of Blanket Coverage You can define two different kinds of blanket coverage Blanket coverage for a specific item number To create this kind of blanket contract add line items to the contract for each item number that is covered You do not need to specify lot or serial numbers For lot and serial number controlled items the system allows the Serial field to b
18. Customer 10010001 To 1001000 End User To State To Postal t To Country To New End User Time Zone MST HDT Current Times Relative to End User res Update Ho Output Batch ID Multiple Time Zones 135 Customer To The first and last customer in a range for selecting end users to update This utility does not update customer records unless the customer is also an end user Update the time zone associated with a customer who is not an end user in Customer Maintenance 2 1 1 End User To The first and last end user in a range to be updated when you execute this utility The system applies New End User Time Zone to these end users and updates open dates and times on their associated calls State To The first and last state in a range for selecting end user records to update Postal To The first and last postal code in a range for selecting end user records to update Country To The first and last country in a range for selecting end user records to update New End User Time Zone Enter the time zone to be associated with end user records updated by this utility This must be a valid time zone in Multiple Time Zones Maintenance In addition to updating end user time zones the utility updates every call associated with the end users so that call dates and times reflect the correct time zone Current Times Relative to End User Indicates how the system should
19. Designates the distance from the support office to the end user defaults from the value specified in End User Address Maintenance If you include travel time as part of the call duration you can adjust the estimate based on the travel distance Travel Unit of Measure M K M indicates travel distances represent miles K indicates kilometers Defaults from the value specified in End User Address Maintenance 11 9 1 which in turn defaults from Call Management Control Travel Time Designates the number of hours required to travel the Tip distance between end user installation and service office Defaults If you want the es pe engineer scheduling from Travel Time in End User Address Maintenance This field 1s for function to take reference only and does not affect the estimated call length travel time into account add it manually to the estimated time FAQAD 392 QAD 2007 User Guide Service Support Management Fig 11 23 Override Scheduling Options Pop Up b See Time Zones and Call Management on page 142 for details b See Chapter 16 Engineers and Scheduling on page 563 FAQAD Override Scheduling Options If you are using engineer scheduling and Override Scheduling Options is Yes in Engineer Schedule Control a pop up displays in Call Maintenance so you can modify the rules by which engineers are included or excluded from scheduling Override Scheduling Options Limit by Availability T
20. If it finds no price list with the correct currency the price defaults to zero Define each customer with the appropriate currency Currency on a contract or call normally defaults from the customer associated with the end user You can create price lists in different currencies using Service Price List Copy This program enables you to quickly create alternate price lists from one base price list automatically recalculating prices based on a currency conversion factor Automatic Pricing 203 Units of Measure The system checks units of measure only for items on contracts and items consumed during service recorded in Call Activity Recording For the system to use a price list the UM of the item it is pricing must match the UM on the price list This enables you to set up different prices depending on the unit of measure of the activity For example you can offer a lower price when a case of fluid is consumed than when an individual unit is consumed Amount Types Service price lists support three of the amount types other pricing structures use The amount type determines the way the system calculates the price Discount 96 Discounts are percentages the system takes from the item list price in the item master Markup 96 Markups are percentages the system adds to the item GL cost at the relevant site Price type P price list specifies a price amount Because of the way the system uses service price lists not all a
21. Item End User Detail An end user can have multiple instances of the default item each with a different service type The line item service type overrides the header service type For example specifying a different service type might bring in a different price list or change the level of coverage If you change the service type you are prompted to update the price from the new price list U uU uw Number 1234 Customer 001 End User 001 B Ln Format S M Single Item End User Detail Svc Type Supported Item Item Qty Serial Net Price 3 0 00 ouo STANDARI 10 10000 Serialize Billing Cycle MO Billed Count 0 0 Start Date 08 01 2002 Product Line W 10 End Date 07 31 2003 PM Item Price List Auto Renew Description OASIS TM COOLING SYST Service STANDARD SERVICE CONTI Sales Account 3000 Discount Account 3905 Reference 0 Taxable Comments O Cost 592 32075 Disc Pct 0 00 List Price 0 00 Extended Price 0 00 This frame is almost exactly the same as the item detail frame in end user item sequence However the Item field cannot be updated since you are creating detail related to the default item you entered previously In this frame you specify the values you could not specify in the default item frame lot or serial numbers reference numbers and PM item Serialize can be modified when you enter a quantity greater than 1 of lot or serial number controlled items Preventive Maintenance Detail I
22. P Update Report v Output Batch ID O Q Use this function to reverse a range of invoices selected by contract number customer end user or billing cycle The Contracts Billed field is the critical selection criterion this must match the date you executed Billing Release to Invoice Execute this function first with Update set to No and Report set to Yes to review the potential impact of the reversal before you perform it FAQAD 328 QAD 2007 User Guide Service Support Management FAQAD Contracts Billed Enter the date that the pending invoice amounts were generated This is the date you executed Billing Release to Invoice 11 5 18 13 Note This is not necessarily the same as the value specified in the Billing Date field in Billing Release to Invoice You can change Billing Date from the default which is the current system date The billing date becomes the order date of the pending invoice The execution date becomes the ship date displayed in reports such as Sales Order Tracking Inquiry 7 13 10 Last Due Date Billed and Date Last Billed These fields are output only Date Last Billed is the date Billing Release to Invoice was last run Last Due Date Billed is the date you previously entered in the Contracts Due Until field Whenever you run the release program the system updates these dates End User and To Enter an end user range for selecting contract billings to reverse Leave blank to reverse billin
23. Similarities and differences are noted in the following sections Open Ended Dates If you leave a start or end date blank the system as usual assumes the date is open ended and coverage is in effect from the beginning of time or to the end of time Overlapping Dates Restricted Unlike dates in other parts of the system effective dates for limits cannot overlap Since you can accumulate amounts against limits when you copy them into a contract there can be only one valid set of limits at any one point in time Otherwise the system would not know where to post the consumed amounts Since the system considers a limit with a blank start and end date always in effect you cannot create such a limit and then create another with specific start and end dates Copying Effective Dates into Contracts When you copy limits into a contract the system sets the earliest start date to the contract start date and the last effective date to the contract end date In a simple case you can set up limits on a contract type without any effective dates then create a contract based on that contract type The contract start date is 01 01 02 and end date is 12 31 02 When you copy limits into the contract the starting effective date is 01 01 02 the end effective date 12 31 02 Contract and Warranty Types 179 Now consider what happens if you have two sets of limits on the contract type with the following effective dates 06 30 01 06 30 02
24. Since the labor and expense service category is the equivalent of an item this provides functionality similar to the tax defaults in Item Master Maintenance The system uses the taxable status and tax class associated with the service category as the default for labor and expense usage records for taxable call lines in Call Invoice Recording Taxesin SSM 225 n Fig 7 2 Service Category Maintenance Service Category Service Category LABOR Maintenance Description Overtime Labor 1 1 21 9 Service Invoice Sort LABOR Items category must Consumable Items have a labor or Exchanged Items 1 expense field Labor Travel Labor set to Yes Expense Travel Expenses O You can define taxable status Taxable and tax class T Tex class emm Taxes for Fixed Price Services The system handles taxes for service activity provided at a fixed price differently than taxes for other kinds of calls Normally the system calculates taxes for each detailed labor expense and item usage record For fixed price service it calculates tax amounts by applying the tax rate to the single fixed price For this kind of service activity the system does not consider tax data elements associated with detailed usage records Taxes are calculated on the tax attributes of the call line Determining GTM Tax Defaults Global Tax Management GTM uses five data elements in determining taxes tax status tax class tax environment ta
25. The system also uses it in the Next Status field of Call Maintenance if no other default is found Call Management 355 Next Queue Specify the next queue to which the system should route calls with the next status This field is for reference you can use it when setting up escalations Call Types The call type code provides a user defined way to categorize calls Types are best for broadly classifying the reason for calls For example you may want to define different call types for marketing and sales calls for operational questions that you often answer immediately and for problems that require the attention of field service personnel These business situations often require different kinds of call management Within each call type you can use other call parameters such as work code to further qualify the call Define call types with Call Types Maintenance 11 1 21 4 Fig 11 3 Call Types Maintenance i Call Types Call Type INFO Maintenance Description INFORMATION ONLY 11 1 21 4 Call Type Enter a unique name or code for this call type Description Enter up to 24 characters describing the code to help users identify its use and purpose Call Queues You can place each call in a call queue when you create it The queue is a holding area you define to indicate who is responsible for the call You also use queues with escalation sequences to redirect incomplete calls automatically so they obtain needed atte
26. You can enter call comments from the first frame so you can record the details reported by the end user immediately and make decisions about other fields later You can establish various default values for most call fields Call Life Cycles Once a call record exists other service functions can be used to resolve it You can print output from data entered on call records Printed calls are not simple reports They are the service engineer s guide for work to be performed Printed calls include information about the customer end user call items and comments You can direct the system to print the items and operations required in the service activity Call Maintenance handles incoming calls of all kinds In Figure 11 11 four types of calls are routed to separate operations In actual practice a single call might include all these scenarios THE THE PRODUCT PRODUCT HOW DO ARRIVED TURN IT ON BROKEN DESIGN IS FAULTY 1 Create service request 2 Close the call 1 Answer the question 2 Close the call 1 Issue an RMA 1 Record the call activity 2 Close the call 2 Close the call Questions For simple calls the support engineer answers the caller s question and closes the call Usually the service organization wants to track these inquiries For example a support department can create a database of frequently asked questions and use it for training and quick resolution of calls on
27. a warning displays if you do not specify one The installed base cannot be updated until a serial number is provided Ref Specify an installed base reference number to uniquely identify Tip this item If you leave the Ref field blank or enter a question mark Do not contuse ISB reference numbers the system suggests the next available reference number by scanning with inventory current ISB records reference numbers Reference numbers are used in the installed base for non serial controlled items to ensure the item identification is unique The ISB reference should not be confused with the inventory reference RQAD 382 QAD 2007 User Guide Service Support Management Tip You can enter comments at other points in Call Maintenance Tip If MTZ is active call open date and time display relative to the end user s time zone FAQAD number While they both uniquely identify items the ISB reference identifies items in the installed base the inventory reference identifies items in inventory The Contract Service Type Start Date Install Date End Date Warranty End and Response fields default from any contract or warranty associated with the specified item serial ref combination or the standard coverage defined in Call Management Control Area defaults from the end user PO Number Specify a purchase order number for the service associated with this call This field is required if the end user reporting the pr
28. available in Call Maintenance to give you added flexibility and control Each line on a call can have a different status For example you can cancel one line found to be unnecessary while leaving other lines open Update ISB Use this field to decide for each line item on the call if the system should add it to the installed base overriding other settings It defaults to Yes when The item is already in the installed base In this case Update ISB defaults to Yes regardless of other settings The Installed Base field in Service Item Maintenance is Yes for the item and the Create ISB field is Yes for the current end user in End User Address Maintenance Tip The value of Create ISB for a new end user defaults from the Create ISB field in End User Control RQAD 402 QAD 2007 User Guide Service Support Management Fig 11 30 Coverage Information Frame b See Levels and Limits of Service on page 170 for details FAQAD The item is not defined in the item master but Create ISB is set to Yes for the current end user in End User Address Maintenance If the item has been set up in the Item Master as serial or lot number controlled and a number is not specified the system sets Update ISB to No and it cannot be changed Lot and serial controlled items must be added to the installed base with an appropriate number If the Item field is blank Update ISB also defaults to No Fault Codes Comments These fields
29. cah_opn_date Call status history open date chm_cls_date time Call history close date time chm_comp_date time Call history completion date time chm_opn_date time Call history open date time chm_quote_exp Call quote history expiration date egt_sched_date Engineer call schedule date egt_start_time Engineer call schedule start time itm_endown_date time Call item end downtime date time itm_stdown_date time Call item start downtime date time itm_nxt_date time Call item next status date time itm_stjob_date time Call item start work date time itmh_stdown_date time Call item history start downtime date time itmh_endown_date time Call item history end downtime date time itmh_nxt_date time Call item history next status date time itmh_stjob_date time Call item history start work date time Multiple Time Zones 159 Field Name Description sfb ca opn date Call billing detail open date sfh ca opn date Call billing history open date wr start Call report labor detail start date wr st time Call report labor detail start time wr end time Call report labor detail end time wo ord date Call report order date so sod All call invoice and call invoice line dates Date and time data in the fields listed in Table 4 2 reflect the end user s time zone The system does n
30. d Limit 500 250 500 Expensel Dates 1 02 12 02 1 02 12 02 1 02 12 02 50 0 100 Limit 500 0 500 Dates 1 03 12 03 1 03 12 03 1 03 12 03 50 0 75 Limit 500 0 250 In this example preventive maintenance coverage for each service category starts at 100 The second year it is 75 While these factors are the same for the PM work code and each service category the actual monetary limit varies This kind of table helps you set up work codes and service categories For each work code you can enter any number of time periods percentages and limit amounts for a service category to match your business For Labor1 for example you can set up a series of coverage periods for preventive maintenance Table 5 5 Work Code and Service Categories with Non blank Dates FAQAD 182 QAD 2007 User Guide Service Support Management Fig 5 10 Total Field in Contract Type Maintenance FAQAD Defining Service Levels with a Total Service Limit In Contract Type Maintenance Total is the first field in the Coverage Limits frame illustrated in Figure 5 10 This field does two things If lower level limits exist Total determines an aggregate amount applied to the cumulative total consumed for all service limits The system applies this feature only when you copy limits into a contract t enables you to set up a generic record for the system to use when more specific records do not exist Contrac
31. hold status 353 open status 353 Call Structure Window user preferences 118 Call Time Window 390 user preferences 118 Call Type Maintenance 355 Call Quote History Delete Archive 417 428 Cash Flow Report contract 331 category call default 360 service 91 Certain 353 charge code 629 billable 106 Call Activity Recording 449 contract 105 covered 105 default 114 default billable 115 default contract 115 default covered 115 default fixed billable 115 default warranty 115 definition 103 fixed price billable 106 giveaway 107 limits 185 project mandatory 106 uses of 104 warranty 105 Charge Code Maintenance 104 charge product line definition 107 in Call Activity Recording 548 search order 113 Charge Product Line Maintenance 107 109 charge types 691 charges additional 255 Index Close on Recording 465 Closed Call Move to History 417 compliance return to supplier RTS effect 735 Compliance Control return to suppliers RTS 735 736 confirming material orders 637 consume forecast material orders 630 contacts end user 31 Contract 239 341 Contract Additional Charges 255 Contract Cash Flow Report 331 Contract Control 765 Renew Limits From field 244 Start from Warranty field 260 Contract Copy to Contract 299 Contract Deferred Income Report 331 Contract Delete Archive 306 Contract Invoice Reprint 325 326 Contract Limits field 170 239 Contract Maintenance 264 Contract Quote Maintenance 307 Contract Quote Release to Co
32. moving items 72 owner 57 parent 54 56 parent component relationships 58 product structures in 38 record 20 reference 54 restricting support to 35 restricting to inventory items 36 RMA Maintenance 61 sales order update 58 60 status 57 time zone effect 152 transaction history in 40 update manually 52 updating in Call Activity Recording 490 warranties 194 Installed Base History field 37 Installed Base Item Maintenance 52 model 55 491 Installed Base Marketing Letter 76 Installed Configuration Maintenance 58 Installed Item Move 74 Inv Issue field 741 Inv Receipt field 742 inventory issues call activity recording 459 461 return material authorizations RMA 700 return to supplier RTS 735 receipts on RMAs 701 transfer on MO 626 inventory allocations Index Call Activity Recording 461 Call Quote Maintenance 425 material orders 625 637 RMA Maintenance 684 Invoice Detail field 88 524 Invoice From Recording field 465 516 Invoice Post call invoices 521 531 installed base report 62 Invoice Print Print Call Invoice Detail 517 Invoice Sort Maintenance 88 invoice sorts 88 Call Invoice Recording 90 definition 85 detail 87 display 86 Display Order field 86 523 end user 30 fixed prices 87 Invoice Detail field 88 language 87 limits with 174 service categories 85 service limits 86 Type field 86 524 use of 85 Invoiced field 531 invoices contract billing release to 322 correcting 326 call 468 correcting posted contra
33. specified warranty period usually measured in days Many customers base purchasing decisions on the terms and conditions of a product s warranty In this sense the warranty is a feature of the product or item Similarly Service Support Management treats a warranty as a part of the item and keeps the warranty information in the installed base record The system can record this warranty information in the installed base when you ship a warranted item Important If you plan to use warranties you must maintain the installed base gt See Chapter 2 Installed Base on page 19 RQAD 194 QAD 2007 User Guide Service Support Management FAQAD What Is a Warranty A warranty is a promise that the selling company takes responsibility for the repair or replacement of an item under the stated conditions Warranties specify exact terms conditions coverage percentages and time limits The levels of coverage you define for a warranty influence Service Support Management functions dealing with the repair maintenance and replacement of warranted items The warranty type which you associate with the item in Service Item Maintenance 11 3 7 determines the watranty conditions You can attach a warranty to each installed base record In this way many items can have the same warranty code or type of warranty yet have warranties that differ for example different expiration dates This enables you to maintain different kin
34. user line number covered item item quantity duration being billed currency price and extended price quantity duration price Copy Edited Tax Indicate how you want the system to manage tax amounts that were modified in Contract Maintenance No Taxes are recalculated based on current tax data overwriting any manual changes previously entered Yes The system copies the edited amounts to the pending invoice and uses them in the billing calculation When Update Tax Allowed is Yes in Tax Rate Maintenance 2 13 13 1 for a tax rate you can modify the taxable base amount subject to tax and calculated tax amounts in Contract Maintenance To change any other tax details you must update the related fields on the order or modify the tax setup data Reprinting an Invoice Carefully manage the invoice print process since you do not want to send multiple copies of an invoice to a customer by mistake Two fields on the invoice manage this process Ready to Invoice and Invoiced For a new invoice Ready to Invoice is Yes and Invoiced is No The invoice print function examines these fields Only invoices with Ready to Invoice set to Yes are printed When the print function completes the system updates these fields so Ready to Invoice is No and Invoiced is Yes Occasionally you need to reprint an invoice if for example it is destroyed or damaged in processing To allow reprinting you can edit these fields in Pending Invoice Mai
35. 07 01 02 06 30 03 The same contract from 01 01 02 and 12 31 02 still has two sets of limits but the system copies them in with these dates 01 01 02 06 30 02 07 01 02 12 31 02 Effective Dates and Contract Renewal How you set up effective dates on contract types can affect contract renewal When you create a contract you can tell the system to copy limits from the contract or from the contract type If you set up limits with consecutive effective dates and tell the system to refer to the contract type the system brings in the limits effective for the renewed contract s start date This way you can phase in changes and the system applies them during contract renewal Applying Effective Dates Call Activity Recording uses the call open date when it looks for coverage limits Remember this if you add lines to an open call The system bases the limits it applies to that line on the date you opened the call not the date you added the line The call open date also determines limits during invoicing Note When Multiple Time Zones is active the call open date is relative to the time zone of the call s end user Effective Dates Example 1 Table 5 4 illustrates sample limits based on the data in Table 5 3 However a new row for effective dates has been added to the table To make this example simple dates are blank for all the limits This means each service category is effective all the time gt See Chapter 4
36. 51 20 Den E r3 E 9 Replaced Item 4311 2 Replaced Item 4217 5 Used 1 quart lubricant Used 1 ES rags E Lr Lr Consumed 9 o 1 Worked 7 hours regular time toms A Worked 2 hours overtime Regular LE Lr Customer back up and running at Labor T 2 2 o 9 12 pm on Sept 25 2002 Overtime Labor Expense Item Labor You can define generic coverage limits based on invoice sort codes For example you can define a simple limit for all expenses However you can also consider the work code when defining limits Work codes group the service detail on a call based on the type of work Figure 5 6 shows the result of adding three work codes repair install and PM Now the system sorts detail both by file cabinet and by drawer within the cabinet Contract and Warranty Types 173 Fig 5 6 Work Code Adds More Detailed E Control Cl deemed BERTONEN 5 9 p b Expense Item Labor Grouping information this way supports complex limit definitions In Figure 5 6 the more work codes you use the more drawers you need in each filing cabinet While invoice sorts do not give as much detail with them you can make generic changes in coverage levels across the customer base or a specific service contract market Work codes and service categories on the other hand provide the power to manage and change service levels in the most detailed
37. 706 Renew Limits From field 244 300 Renew Single Contract 303 Renewal Process Report 304 renewing contracts 301 automatic 304 coverage limits 244 FAQAD single 303 repair BOM 48 price lists 206 routing 49 site location 99 supplier 49 repairable return status effect 101 Repairable field Service Item Maintenance 46 reports in Call Activity Recording 462 status 462 repricing RMA issue lines 698 request for service See service requests requiring purchase orders 29 response time service type 187 restocking charge service type 188 return material authorization RMA 679 729 charge types 691 coverage for 686 credit price list 687 issues 700 life cycle 681 linking issues receipts 701 locations 683 pricing issue lines 695 pricing receipt lines 694 receipts 701 releasing to work order 706 return site definition 98 return status 99 exchange 102 good 101 102 MO Direct Pending Returns 655 pending 102 scrap 101 102 Return Status Maintenance 102 return to supplier RTS 731 743 compliance 736 issuing inventory 735 receipts 735 tracking inventory 733 returns Call Activity Recording 472 653 exchanges 100 material orders 653 pending 100 quantity 655 service account 545 standard 99 updating ISB in CAR 477 revenue accrued 317 deferred 317 recognition 319 Revenue Delete Archive 321 revenue product line definition 110 in Call Invoice Recording 548 search order 113 Revenue Product Line Maintenance 111 Revenue R
38. Business Considerations When implementing Service Support Management you must decide if you need to track an installed base If you decide to track an installed base you must further consider How detailed should the installed base records be What is the relationship between the installed base and service call policy Your answers to these questions affect many other business decisions Should You Track an Installed Base The installed base consists of records that combine an item with an end Tip user To maintain the integrity of these records items must be uniquely s is identified in the installed base If you add an item that is not serial number best suited for items or lot number controlled to the installed base the system creates unique controlled by serial a i i or lot numbers identifiers by using an installed base reference number However this may not effectively identify the item when you provide service for it Example Two warranted air conditioners are installed simultaneously at an end user location and identified with ISB reference numbers 1 and 2 When the end user calls with a problem the caller cannot easily identify which of the air conditioners requires service This makes it hard for the service organization to tie the request to a particular item FAQAD 22 QAD 2007 User Guide Service Support Management Fig 2 2 Service Functions Referencing the Installed Base FAQAD You do not
39. COOLING SYST Drawing 10 10000 Description HOME INDUST MODEL Item Type CONFIG Unit of Measure EA Status AC Prod Line 1000 Group DISCRETE Routing Code Size 1 00 Service Structure Data PM BOM PM Routing Installation BOM Repair BOM Enter a service structure defined in Service Structure Maintenance 11 19 5 This BOM code defines the items typically used to repair this item The system uses the repair BOM when it creates a call with any work code other than Install or PM A printed call can include the items on the BOM in the form of a list of items needed during the service activity You can also load the items on the BOM into the Item Usage frame in Call Activity Recording and Call Quote Maintenance If Repairable is not Yes for the current item a warning displays when you specify a repair BOM Repair Routing Enter a service routing defined in Service Routing Maintenance 11 19 17 This code defines the normal sequence the engineer follows in repairing this item It is the default when the system creates a call with any work code other than Install or PM A printed call can include the operations on the routing in the form of a list of procedures to be executed during the service activity You can also load the operations on the routing into the Labor Expense Usage frame in Call Activity Recording and Call Quote Maintenance The system also uses the repair routing when RMA Release to Work Order creates a work order If
40. Call Activity Recording 545 Y You 101
41. Call Quote Maintenance where problems are registered with the support department Call Activity Recording where service activity in response to a call is recorded including labor expenses and items consumed Preventive Maintenance PM an optional feature of Contract Maintenance that schedules service calls in advance for items under contract Return Material Authorization RMA Maintenance where you receive items from an end user and issue replacement items Figure 8 2 outlines a typical contract work flow a Print contracts Define service data contract types and billing cycle codes Generate invoices for contracts Optionally run utility to recognize revenue Define contract additional charges Renew contracts one at a time or as a group Optionally create contract quote and release to contract Delete archive obsolete n nd maintain contr Create and maintain contracts contracts omnia i He y Optional Service Contracts 237 To use contracts follow these steps 1 Make sure you have set up the base service data required before you can create contracts such as customers end users service item information work codes service categories and invoice sorts Define appropriate defaults and controls in Contract Control 11 5 24 Use Contract Type Maintenance 11 5 10 to define contract types reflecting service values you typically incorporat
42. Contract 50 00 MOonfh ep ute Billing Release to Invoice Invoice Print Billing Reversal Maintenance Invoice Post SO Updates AIR Commissions Billing Date Correction Credit memo to Adjust A R Contract Billing 323 The system maintains a transaction history ISS SO for contract billing If Keep Contract History is Yes in Contract Control ORD SO transactions are also maintained To prevent billing problems execute Billing Release to Invoice with Update set to No and Print Report set to Yes before you actually generate invoices This creates a report listing contracts that would be selected without updating them When you have verified the contracts and billing you can re execute the function to generate the pending invoices The amount to invoice is based on the contract line price quantity and billing cycle Prices for contract line items are stated as the price of service coverage for one installed unit for one month To calculate the invoice amount the system multiplies the line item price by the number of units covered and multiplies the result by the number of months in the specified billing cycle To indicate that a contract has been billed Billing Release to Invoice updates the Coverage and Last Bill fields on the contract detail When all contract lines have been fully billed for the contract header billing cycle the contract header is updated to th
43. Covered set to Yes as the under limit charge code on warranty or contract types It can also be the default covered charge code in Default Charge Code Maintenance Important Use this kind of charge code carefully and only on service types that provide coverage apart from specific contracts or warranties Never use it on service types that are the basis of contracts or warranties Normally you use Covered only for the Call Default Service Type in Call Management Control If you have alternate generic service types you can also use Covered for them A warning displays in Contract and Warranty Type Maintenance when you specify a covered charge RQAD 106 QAD 2007 User Guide Service Support Management Tip Set up projects in Project Code Maintenance 25 3 11 Tip Use fixed pricing as an alternative to contract and warranty coverage FAQAD code A Covered charge code on a service type used as a warranty or as a basis for contracts can create confusion in Call Activity Recording When the Covered charge code is an override in Call Activity Recording the system applies the levels of the default call service type If for example you normally provide some level of coverage as a goodwill gesture override a Billable charge code with Covered to provide that level of coverage for an item in Call Activity Recording The system uses the coverage levels of the default service type but not any limit amounts Service charges are
44. For example choose Go refers to The Next button in NET UI The forward arrow in Desktop e F2 in the Windows interface Fl in the character interface In the character and Windows interfaces the Progress status line at the bottom of a program window lists the main Ul specific keyboard commands used in that program In Desktop alternate commands are listed in the right click context menu In the NET UI alternate commands are listed in the Actions menu For complete keyboard command summaries for each interface refer to the appropriate chapters of User Guide QAD NET User Interface User Guide QAD Desktop and User Guide Volume 1 Introduction This document uses the text or typographic conventions listed in the following table If you see It means monospaced text A command or file name italicized monospaced text A variable name for a value you enter as part of an operating system command for example Your CDROMDir indented command line A long command that you enter as one line although it appears in the text as two lines Note Alerts the reader to exceptions or special conditions Important Alerts the reader to critical information Warning Used in situations where you can overwrite or corrupt data unless you follow the instructions FAQAD he SSM Module Organization o 13 6 QAD 2007 User Guide Service Support Management
45. Items In Installed Base to Yes to restrict the calls you take to items b See Restricting in the installed base Setting this field to No enables you to take calls Support to the K Installed Base for any item on page 35 tems Must Exist determines whether you can take calls only for items that exist in your item master This setting is generally used to restrict service to items you manufacture and sell Default Call Service Type If you are using warranties or contracts most items referenced on calls already have terms and conditions of coverage If you are not using these sources of coverage or if not all items you service are covered specify a service type to determine basic coverage conditions required by the call Specify the default service type in Call Management Control 11 1 24 It sets the response time priority and coverage hours for items that have no coverage FAQAD 364 QAD 2007 User Guide Service Support Management See Charge and Revenue Management on page 103 for more information on charge codes FAQAD The service type in the control program must be a contract type defined with Contract Type Maintenance Normally this contract type is used when you bill for time and materials and provides no coverage If any coverage is provided on this service type create it with an associated charge code of Covered Calls from Unknown Users Every call must reference a valid end user and every end user
46. Number To This field can be left blank If it is not the system creates calls only for installed base items with numbers within the range Serial To This field can be blank If it is not the system creates calls only for installed base items with serial numbers within the range From Date To This field can be blank If it is not the system creates calls only for item numbers with a date within the specified range Select items on PM schedules based on a range of last PM dates Select items in the installed base based on a range of ship dates Model If you are tracking installed base items by model number enter a model number in this field to include only items with this model in the calls generated Top Level Only Set to Yes to create call lines only for parent items Set to No to create call lines for each item in the installed base configuration Call Date Defaults from the system date but can be modified Specifying an open date for calls generated during this execution of the Call Generator gives you more control over when the system begins processing the calls This can be especially significant if you use effective dates on coverage limits since the system uses the call open date when determining coverage terms that apply to an item Combine Calls Specify Yes to generate one call for each end user The system creates multiple lines for each installed base item for this end user Specify No to create one call for each i
47. O Response 0 Credit Price List Comments Response Time UM H Ship Before Return O Priority 0 Contract Price List Input in these fields determines the kind of limit you are defining Coverage Limits Totali Invoice Sort P Work Code P Curr USD ov You can define any number of limits The system uses limits for a work code and service category combination first If it finds none it uses those set up for invoice sorts then those for the total When you define limit amounts in a contract the system always looks for a total limit amount to use in conjunction with the lower level amounts Simple or Complex Work codes and service categories enable you to track service activity in detail but the detail introduces complexity into the rest of Service Support Management including implementation If you use work code and service category details in coverage create clear policies on how to use the service types as templates for contracts Without careful planning and implementation it becomes easy to lose control of coverage limits and service costs Service Levels by Invoice Sort If you are not concerned about tracking coverage percentage or monetary limits by specific service category the high level invoice sort is the best solution If you choose to cover only preventive maintenance labor and bill for everything else use the work code and service category scheme to track labor against service limits Contract
48. Pricing Menu 200 spares site definition 98 SR Queue Maintenance 605 SR Status Code Maintenance 604 srr problem 607 srr severity 607 sir type 607 standard operations defining service 674 service routing 671 status availability codes 567 call 352 callline 464 changes in Call Activity Recording 464 engineer 570 installed base 57 reports in Call Activity Recording 462 return 99 472 service request 604 summarized billing 315 suppliers warranty 45 swapping items in CAR 473 System Level field 44 55 Call Maintenance effect 381 installed base effect 41 System Level on Calls 42 44 55 381 system type 44 55 T taxes Call Invoice Recording 228 end user data 222 fixed price 225 449 service support management 222 Temporary Customer 364 Time Zone field Customer Maintenance 140 End User Address Maintenance 141 Engineer Maintenance 154 Time Zone Points Engineer Schedule Control 789 time zones activating MTZ 127 Call Activity Recording 149 call generator 150 Call Maintenance 142 call management 374 Call Queue Manager 150 conversions required 128 creating 138 Index customer 140 Database Time Zone field 127 display time zone pop up 146 end user 26 141 end user change 133 engineer scheduling 153 564 Escalation Monitor 150 installed base 152 introduction 124 limitby 144 limiting by 790 loading default data 128 loading sample 132 range of hours to consider 145 scheduling options 144 scheduling poin
49. Recording When Call Activity Recording adds an item to the installed base the system updates Sales Order and Line to reflect the call ID and line number from which the update originated Rev Level An optional code identifying the engineering revision of this item If this installed base item is in Item Master Maintenance 1 4 1 the value defaults from there Parent and Component These fields are display only and set when Invoice Post or Call Activity Recording adds components beneath an item in the installed base Last PM Date The system updates this field when you close a call with the PM work code for this item The Last PM Date is the call close date Next PM Date This field is display only The system adds the Days Between PM value in Service Item Maintenance to Last PM Date or if blank to Install Date PM Days Defaults from the value in Days Between PM in Service Item Maintenance and indicates the PM cycle for this item in calendar days The system adds this value to the install date initially to determine the Next PM Date field value in Installed Base Item Maintenance When you close subsequent PM calls the system adds PM Days to Last PM Date to determine the Next PM Date value Comments Defaults to Yes if comments exist otherwise defaults to No If Yes the standard transaction comments frame displays when you press Go so you can enter or review comments associated with this installed base item Comments display on
50. Service Categories Service categories identify specific subsets of the labor expense and item invoice sorts Each service category must reference an invoice sort when you define it The invoice sort gives a high level summary of the financial impact of its related service categories Each type of service category must be related to an invoice sort of the corresponding type You can relate Items Consumable Items and Exchanged Items only to a type I invoice sort Labor and Travel Labor only to a type L invoice sort and Expense and Travel Expense only to a type E invoice sort Applying Service Categories Like invoice sorts service categories have several uses in the Service Support module Define limits and price lists Provide defaults in Call Activity Recording Qualify charge and revenue product lines Define the default taxable status and tax code for labor and expenses Service Limits Service categories manage the financial impact of service activity in CAR You can define service limits in terms of invoice sort codes or work code and service category combinations When you take a call CAR monitors the limits from the call contract or service type The system suggests either an under limit or over limit charge code based on limit consumption Service Pricing You base pricing for labor and expenses in CAR on service category and other selection criteria You also base expense cost lists on the service category T
51. Start Date sd Some of the fields on this pop up correspond to fields in Service Item Maintenance The values there default into the corresponding fields in the pop up Update Installed Base Installation Call and Warranty Code Edit the default values to control whether to include items in the installed base on a line by line basis The end user defaults from the ship to address on the sales order You can use Installed Base Location and Ownership to add information for the installed base record FAQAD 60 QAD 2007 User Guide Service Support Management Tip If the item being sold is part of a configured item you can specify a parent item and serial already in the installed base for the current end user and the system adds the new item as part of that configuration FAQAD Use Parent Serial and Parent Item only if you want the item being sold added to the installed base as a component of another installed base item The warranty start date defaults to blank If you do not specify a date the system uses the sales order ship date as the warranty start date when Invoice Post creates the installed base record The system calculates the warranty end date by adding the warranty duration to the warranty start date If you specify a warranty start date the system uses it to calculate the warranty end date when it creates the installed base record If the field is blank the system bases the warranty start date on the sal
52. Type Enter a service type defined in Contract or Warranty Type Maintenance This field can be blank but if so all remaining key fields must also be blank If you enter a value here the system uses the associated revenue product line for the revenue received for the repair of an item only when the item being repaired has this service type Item Product Line Enter a product line defined in Product Line Maintenance This field can be blank but if so Service Group must also be blank If you enter a value here the system uses the associated revenue product line for the revenue received for service recorded in CAR only when you repair items belonging to this product line Service Group This field is validated against codes defined in Generalized Codes Maintenance for field pt_svc_group However this field can be blank even if a blank generalized code does not exist If you specify an invalid value a warning displays The system does not use the data you are about to create unless you set up this value in Generalized Codes Maintenance If you enter a value here the system uses the associated revenue product line for the revenue received for service recorded in CAR only when you repair items belonging to this service group Revenue Product Line Enter a product line defined in Product Line Maintenance The system uses the accounts associated with this product line for the income generated by Call Invoice Recording when the other key fields
53. User Preferences oss ta cao eee epe CL Wee Gia ea eda ena oe 117 Generalized Codes for Service 0 0 cee cece eens 119 Chapter 4 Multiple Time Zones sisse 123 Business Considerations 0 0 cece eee eee eens 124 Sample Scenario iuret ecu dnd oci OX RE PA Rab EE 124 MIZ Features ool e e eR ede ye Ro Ree ee Roe oe 125 Overview ot MIZ 55e e etm Oe oe cede eos ass Ga Ue aaa 126 Activatine MTZ 230cas086o nied eid kine bade eb pa hie PA iac a alte 127 Activating MTZ in a New Database 0 000005 127 Activating MTZ in an Existing Database 128 MTZ PunctiOnS ceres ineo dame e ba UR tae daa DR ede Cha aes 130 Multiple Time Zones Startup Utility 0 00 00000 130 End User Time Zone Change Utility lesse 133 Server Time Zone Change Utility 000008 136 Multiple Time Zones Maintenance 00 0 0 0 00 eae 138 Effects of MU Zins cese I dba signa a aha Maas COR UR aaah due 140 Customers and End Users 00 00 e cece eens 140 Time Zones and Call Management 0 000005 142 Time Zones and the Installed Base 0 000 cee eee eee 152 Time Zones and Service Contracts 0 0 cee eee eee eee 152 Time Zones and Engineer Scheduling 2 40 153 User Preferences 2 2 2 cis ciie REIR ee cae Hee COA eae 156 Other Service Functions 0 c cece eee eens 157
54. Vico s a Sees rex ed ore dena 42 Service Item Maintenance 0 0 eee ne 43 Item Engineering Data Frame 0 0 eee ee 44 Item Service Data Frame 0 0 c eee eee ene 44 Service Structure Data Frame 0 0 0 eee eee eee 47 Service Item by Site Maintenance 50 Creating Installed Base Records 0 0 0c cece eee 52 FAQAD Contents Installed Base Item Maintenance seeeeeeeeee 52 Installed Configuration Maintenance 000002 e ee 58 Creating ISB Records During Invoice Post 58 Creating ISB Records from Calls 0 0 e eee eee 64 Installed Base Utilities 0 2 2 cee IA 66 Field Notification 0 0 0 rir iesenii eE eee 66 Moving Items in the Installed Base 0 0 00 eee eee 72 Generating a Service Marketing Letter 0 0 0 0 75 Chapter3 Service Setup i eiuuuese uar 79 OVetVIEW ursi aus SoG eer LG ae Mh ve Deed e ers dt ee de 80 Charge Codes nore pe pres db pb wb e bee oe 80 Service Limits ses new nob cbe IRR EUR GEO De RE EE DER CERE 80 Product Lines oe aet IR ce E dal IS eee PR 80 Return Statuses and Default Sites 0 0 cee eee eee 81 User Preferences cso cc ne d oe ee eee ee ee ee 81 Recording Service Engineer Activity 0 0 0 0 ee eee eee 81 Work Codes ess ehiAu eat ead ad seo M SUME Adee ORG e es 82 Default Work Codes 00 ccc ene 82 App
55. a service request system can drive new product development Historically in sectors such as aerospace automotive and electronics servicing competitors products has been a key to major innovation and technology transfer FAQAD 8 QAD 2007 User Guide Service Support Management FAQAD Basic Service Business Concepts This section introduces business concerns of service organizations that may differ from those in the rest of manufacturing Concepts are presented in the order they typically occur during implementation Later chapters explain the concepts in more detail Installed Base The first business decision in service is what you are going to service Will you service only what you make or also items manufactured by other companies Will you service only items you sell directly or any item you manufacture regardless of the distribution channel producing the sale A key concept in these decisions is the installed base An installed base record matches end users with specific items and can control service policy Whether you decide to service only the installed base or some other mix of items shapes your service business Level of Service Once you decide what to service you decide how much service to provide What level of service are you providing and for which situations A level of service typically is a percentage of either labor item or expense service costs Limits of Service Typically you explicitly limit s
56. all Status C 348 QAD 2007 User Guide Service Support Management FAQAD What Is Call Management A call refers to a unique record of communication between the end user and the service organization Each call identifies the end user the nature of the problem or request the urgency associated with that request and the products involved The actual communication related to the call can take any form telephone call physical visit or service call electronic mail The call in terms of processing is a record used to track activity between the service organization and the end user and to generate statistics about this activity Call management handles all kinds of end user input covering a range of needs This input can be classified into three broad categories indicating the level of response needed Inquiries These may be general questions about availability releases of product or marketing related issues Not tracking them can result in lost business The callers do not have to be current customers Questions End users may have specific questions about the product Some may be simple others may require research for an answer or in some cases reveal deeper issues or design problems that need more complex responses Service Needs Usually the primary concern of a service and support organization is to support the installed base This may include installing new equipment fixing broken equipment correcting fault
57. also determines if the day is a holiday For contract coverage to be considered valid the call open date must be within the range of the contract line s start and end dates and the contract currency must match the call currency If more than one coverage source exists the system checks the call s open time to see if it fits within the range of available hours for the service type associated with the contract line The same algorithm is used to determine consumption of contract limits when you post a call invoice The call open date is used to determine the effective limits You cannot update the start and end dates of a contract header or line to exclude an attached call s open date This is also true of limit records you cannot modify the effective dates to exclude the open date of a call that references them Call Maintenance This section gives field by field reference information for Call Maintenance 11 1 1 1 Some frames are required others display depending on field settings Each frame listed in Table 11 4 is described in detail in the following sections Frame Req Purpose User Selection Y Enter information identifying the item and end user initiating this call End User Selection N If End User is blank displays so you can select an end user End User N Enables you to create a new end user Calls for End User N If new call and other calls exist for end user enables you to cancel the call you are creating and
58. and call line information This distinction is not as clear in Call Maintenance as it is for example in RMA Maintenance where line items are specified in a separate frame To streamline taking calls and retrieving information from the installed base you specify the first call item directly in the call header But the logical distinction remains FAQAD 370 QAD 2007 User Guide Service Support Management Figure 11 12 illustrates the two levels of information There can be many call items but only one call header Fig 11 12 Call Header and Line Items Call Header Call dates End user data Header service type Call data status queue type work code priority site Comments Call Line Items Item data number serial ref quantity Service BOM and routing Line comments Line service type Line data work code site engineer product line The call header provides defaults for some of the line item data You can modify these elements in the header and at the line level Call Record in Call Activity Recording See Chapter 13 In Call Activity Recording you can update some of the fields of the call Mead ris record created in Call Maintenance Most of the header fields are display page 437 i only in CAR and cannot be changed Line item data can be changed However CAR adds a layer of data beneath the line item the report Use the report to record the details of labor expense and item usage FA
59. another frame displays call billing details Call Selection This field Call ID CA124 Bill To 1001000 End User 1001005 indicates the call line being d Tax Detail Record ISVIEWEOE Line Related Doc Trnx Amt 25 00 lor fi Tele The Trailer field ind E Tax Included Non Taxable Base 0 00 displays Tax By Line Tax Env CA CA Taxable Base 25 00 the unique Edited Tax Type CA SLS Tax Amount 1 94 b f th Tax Date 08 01 2002 Tax Class Recoverable Tax 0 00 number o e Tax Rate 7 75 Tax Usage Non Recover Tax 1 94 call billing detail Tax Code 12 California Sales Tax Absorb Retain 0 00 record you are viewing Total Tax Amounts In a standard sales order the Trailer field has a value only when you are viewing or editing trailer codes Trailer codes are associated with line 99999 In Call Invoice Recording the Trailer field also displays the index number of the billing detail record associated with the call line being reviewed Example You record three lines of labor and four items used for a call line The system creates seven billing detail records numbered 01 through 07 You can review the tax amount for each separately The system creates tax detail records for items first then details for labor and expenses sorted by invoice sort If you modify taxes the system prompts you to recalculate taxes whenever the invoice is regenerated or whenever you access the trailer frame in CIR If you have
60. are the same as the comparable fields for the first call line in the Call Update frame Coverage Defaults from Coverage Window in Call Management Control If Coverage is Yes the following frame displays coverage information Coverage Information Frame When you create a call the coverage information for the first item displays in the call header However each item on a call can be covered by a different contract or warranty The Coverage Information frame shows detailed information for any line on the call User Selection Coverage Information Contract Contract Line 0 Warranty Svc Type Contract Svc Type Install Date Start Date Warranty Expiration End Date Service Type Used STANDARI Currency USD O Q The system uses the call open date to search for effective limits These limits may be derived from a contract service type or warranty as indicated in the header of the frame The system also displays the currency associated with the call line If service coverage limits are derived from a contract the system includes the amount consumed against the limits in the display Call Management 403 Fault Codes Pop Up If Fault Codes is Yes a pop up window for recording codes displays as illustrated in Figure 11 31 Fault codes are tied to a particular line as indicated by the heading of the pop up window You typically enter fault codes after work on the call is complete and specific data is available r
61. availability primary engineer and time zone when MTZ is active Whether the engineer s skill matches the problem Prb Yes The engineer s area Engineer points are used only to recommend engineers for a call you can still select any one you want FAQAD 394 QAD 2007 User Guide Service Support Management Tip If MTZ is active the engineer s time zone displays rather than the schedule b See Chapter 16 Engineers and Scheduling on page 563 for details FAQAD The work schedule for the engineer used to calculate availability The time of day the engineer is scheduled to start and stop working on the call s next status date The number of unconsumed hours or calls for the engineer for the day before and two days after the next status date An asterisk under a day of the week indicates the engineer is not available and two plus signs indicate the engineer is available as a result of an on call schedule Note When engineers are scheduled the system uses an infinite schedule This means the system does not prevent you from scheduling more than 24 hours in a day or more than the engineer s call load allows When this happens the availability points display as a negative quantity Select the engineer you want to assign to the call An asterisk appears to the left of the selected engineer You can select more than one engineer to assign to each call line If an engineer is ent
62. base updates The service type and work code The system uses the work code to calculate applicable service limits and determine if the repair is for a fixed price or not Once you begin recording activity you cannot change these features FAQAD 372 QAD 2007 User Guide Service Support Management b See Moving Calls to History on page 417 FAQAD The site associated with the item which CAR uses to determine where service inventory is located The BOM and routing associated with the item which are exploded in the first report for the item in CAR defining the default set of items used and operations performed Active Call History The system keeps track of events related to a call in a call history table ca_hist The records in this table are updated when e A call is created in any of the following ways Call Maintenance 11 1 1 1 Automatically in Contract Maintenance 11 5 13 1 for scheduled PM calls Automatically in Invoice Post 7 13 4 for installation calls By using Call Quote Release to Recording 11 1 1 11 to release a quote to a call By using the Call Generator 11 1 8 to create a group of calls A call is modified or reviewed in Call Maintenance The call status is changed in Call Maintenance Call Activity Recording Call Queue Manager or Engineer Call Schedule Maintenance As a result this table shows the history of all status changes to a call and when they occurred The first rec
63. basis of contracts and warranties Contract and Warranty Type Maintenance warns you that covered is See Charge reserved Disregarding this warning can lead to confusion when you use d 03 an 4 the service type in Call Activity Recording Calculating Coverage in CAR on Over Limit Charge Code page 449 The Over Limit Charge Code field determines the default charge code in Call Activity Recording when service costs exceed the service limit Use a charge code with Billable set to Yes in Charge Code Maintenance When service charges exceed the limit CAR switches to the over limit charge code If you do not associate an over limit charge code with the limits the system uses the billable charge code in Default Charge Code Maintenance instead You can override the billable charge code with a giveaway charge code in particular instances in CAR Over limit charge codes have an effect in two cases e Ona contract with limit amounts Charges accumulate against a limit amount only on a contract Onacontract or warranty if the coverage percent is zero In this case all service is over the limit RQAD 186 QAD 2007 User Guide Service Support Management gt See Limits at Multiple Levels on page 241 for details Fig 5 12 Contract Type Maintenance Header Frame 11 5 10 FAQAD Limits at Multiple Levels The contract type is a template for building service contracts If Contract Limits is Yes in Contract Control
64. be useful in determining if there is an educational problem with users at a site It may support an opportunity to do some marketing for training revenue or update products so they are more user friendly Effects of Canceling a Call Canceling a call has many of the same effects that closing a call does e Ifall the conditions are met the system prompts you to add an item to the installed base when a call is canceled This is so you can record that this end user has the item even though the reported issue turns out to be invalid The system closes the engineer transactions for the call if more than one engineer was assigned to it Any estimated hours calculated as part of the engineer s work load for engineer scheduling purposes are removed If the call was generated as part of the PM scheduling sequence in Contract Maintenance the system generates a new PM call and schedules it for the next open date on the contract s PM schedule The system clears the call s Next Status field the Next Status Date and the Next Status Time since no more activity is expected for this call In addition the call close date and time are set Requirements to Cancel a Call Two requirements must be met to cancel a call The system makes the same checks if you cancel an individual line Open MOs Open MOs cannot be attached to the call If you associated an MO with the call you can only cancel it when all quantities on the MO are either consu
65. be wrong When the system creates an ISB record during Invoice Post it includes the sales order number line item number and invoice number You can use these fields later as search criteria Invoices created for both standard sales orders and RMAs create or update installed base records ISB Records from Sales Orders If Installed Base is Yes in Service Item Maintenance 11 3 7 for a sales order line item and the other settings are correct in the control programs the sales order program uses default values to create ISB records The system bases these values on data for the item in Service Item Maintenance The end user is the ship to address on the sales order Installed Base 59 Note You cannot add memo items to the installed base from Sales Order Maintenance since the system creates the ISB record only if the item is predefined in Service Item Maintenance Set SO Edit ISB Defaults to Yes in Sales Order Control to override default values during Sales Order Maintenance The Installed Base Detail frame displays m Fig 2 19 Sales Order Maintenance Installed Base Detail in Sales Order Maintenance 7 1 1 Sales Order 5010030 Sold To 10010003 Ln Format S M single Sales Order Line Ln Item Number Qty Ordered UM List Price Discount Net Price 8 10 10000 0 0 EA 2 100 00 0 0 2 100 00 Installed Base Detail Update Installed Base 7 Installation Call CN Warranty Code Wa P Parent Seid CSP Parent Item COP Warranty
66. by one and displays this value The ISB reference number is not an inventory reference number Although each provides a unique pointer to a particular item one identifies items owned by your end users the other identifies items in your inventory locations Installed Base 55 Model Enter the model number associated with this item For new Tip items this defaults from Service Item Maintenance For existing bcr T items the system reads the value from the installed base You can values in base call defaults on the model Generalized Codes Maintenance for Install Date For a new item Install Date defaults from the system held pt model date but you can change it When Invoice Post creates an installed base record the install date defaults from the sales order shipping date If the item has Install Call set to Yes the system sets the install date to the ship date plus the installation days ahead in Call Management Control When you close the installation call however the system updates Install Date to reflect the call closure date and recalculates the warranty end date The system applies these rules for defaulting an install date only if you do not specify an install date in the pop up window of Sales Order Maintenance or in Installed Base Item Maintenance The system never overwrites an install date you specify Item Type Defaults from the value for the same field in Service Item Tip Maintenance and is validated against gene
67. calls Use the Call Generator 11 1 8 to generate calls associated with an existing field notification or create a new field notification and generate calls for it Use Field Notification Inquiry and Report 11 3 12 2 and 11 3 12 3 to display information associated with a field notification Use Field Notification Delete Archive 11 3 12 23 to remove a closed field notification from the system and delete obsolete history records The field notification history includes information about the selection criteria for items the first and last call associated with the notification and open and close dates Installed Base 67 Figure 2 20 illustrates the field notification work flow Fig 2 20 Field Notification Work Flow Detect a problem with a Display field notification product details Create a field notification Complete and close calls Generate calls for items r Delete archive closed field included i nenog notifications notification Effect of Field Notification The system handles calls generated from a field notification in special Ways It adds the field notification number to the call record When you update one of these calls a message displays the source of the call Call values for the field notification take precedence over other call Tip defaults The system does not use call defaults associated with the t work code on the field notification and uses an end user escala
68. calls concerning the same problem can be handled by a single service request Return Material Authorization 11 7 1 A call can be linked for reference to a return material authorization RMA This is typically the case for items that require a simple replacement This may occur when the item arrives in an unusable condition or the wrong item is ordered If your organization does not do call billing you can handle all repairs with work orders generated from RMAs Material Orders 11 11 You can use a material order MO to order items required to complete the activity for a call The MO is then linked to the call and the items ordered on it must be consumed in Call Activity Recording or returned to stock b See Chapter 12 Call Quotes on page 421 gt See Chapter 15 Call Escalation on page 551 gt See Chapter 13 Call Activity Recording on page 437 b See Chapter 14 Call Invoice Recording on page 515 b See Chapter 18 Service Requests on page 601 b See Chapter 21 Return Material Authorizations on page 679 b See Chapter 19 Material Orders on page 611 RQAD 352 QAD 2007 User Guide Service Support Management gt See Chapter 16 Engineers and Scheduling on page 563 b See Chapter 17 Area Maintenance on page 595 b See Chapter 20 Service Structures and Routings on page 659 Table 11 1 Call Setup Menu 11 1 21 FAQAD Ser
69. changed the call line in CAR you normally respond Yes to this prompt so the system taxes any new transactions correctly Recalculating the taxes however eliminates any modifications you have made Taxesin SSM 231 Printing Call Invoices If Print Tax Detail on Reports is Yes in GIM Control 2 13 24 tax detail is included by the invoice print function This setting affects call invoices in the same way it affects sales order invoices FAQAD 232 QAD 2007 User Guide Service Support Management FAQAD a Contracts 299 Renewing Contracts Contract Quotes 307 x 234 QAD 2007 User Guide Service Support Management b See Overview of Service Types on page 164 for details FAQAD Introduction to Contracts Service contracts like warranties define the rules governing agreements for service with customers The contract specifies The customer and end users receiving coverage Items covered Levels and limits of coverage Total coverage Pricing of service Duration of contract in months Chapter 5 discussed service contract types and how to use them as templates for actual service contracts The contract type associated with a contract determines many of its service attributes including price lists coverage hours and response time Some attributes of the contract type provide default values when you define a specific contract they can be modified The system uses others directly
70. comments on an invoice in the language appropriate for the receiver Tax Date Enter the effective date associated with the tax code entered previously Channel Enter an optional code identifying the distribution channel through which this contract originated Channel can be a factor in determining default GL sales and sales discount accounts affected when you post the contract invoice You can modify the default sales and sales discount accounts in Contract Maintenance only when Modify Sales Accounts is Yes in Contract Control Original Start This field is blank unless the contract has been renewed Second Header Frame Many of the fields in the second header frame default from Contract Control 11 5 24 Bill End Users Service Type SC 1 Number 207 Customer 1001000 Item End Users Bill To 1001000 Tyne e Cancel Date 1H Hold Contract O Bill Arrears O Revenue Type A P Quote Contract VisitsO Period Based Billing Call Price List jssmi P Prorate Partial Periods Project 1P Next Bill Renewed From Coverage 07 01 2002 Bill Summary Renewed To Renew Limits Fromic P Contract O Q Hold Contract If Yes this contract will not be released for billing This is useful if the price for the contract is still in negotiation and is not finalized with the customer b See Contract Currency in Calls on page 253 Tip To standardize usage set up values for field so channe
71. contracts like it does for sales orders It calculates taxes for RTSs like purchase orders This chapter concentrates on taxes in Call Activity Recording CAR and Call Invoice Recording CIR which are unlike other orders in the system End User Tax Detail Most transactions outside of SSM derive tax related data from the customer address In SSM you can define GTM tax defaults for an end user in End User Address Maintenance The system uses this data to determine the taxable status of the end user for service activities Figure 7 1 illustrates the pop up in End User Address Maintenance that displays for GIM tax data A similar pop up displays when you define customers and suppliers Taxesin SSM 223 _ Fig 7 1 End User Address Maintenance End User p G ustunmerAfddress Tax Detail Customer 1001000 Address Tax Data Name Reliable Taxable hasing Address Attention Address 30000004 City Los Angel j State CA Pop up for Country United St Tax Ini Country Code USA GTM tax data gt Tax ID Federal in End User i Tax ID State Tax ID Misc 1 j Address End User 1001005 TEED VME as Maintenance Tax ID Mise 3 Name Reliable Cei rehasing Address Building 14 mcn Address 310 Shoreli o Address City San Diego State CA Postal 98431 Format 0 Country United States of America USA County Attention Sarah Jordan 2
72. created through automatic renewal and prevents it from being released to a contract before review To release the quote to a contract remove the A from the Action Status field Automatically renew contract lines with Auto Renew set to Yes optionally updating prices Figure 8 31 illustrates two methods for renewing contracts one using quotes and one going directly from contract to contract Fig 8 31 Renewing Contracts Renew by Creating a Quote Renew Automatically Run Renewal Process Report Renew Contracts No Create Quotes No Update Prices No Evaluate list of contracts to identify those needing negotiation for renewal Update contract price list Run Renewal Process Report Renew Contracts No Create Quotes Yes Update Prices Yes Accept new quote and release it to a new contract Run Renewal Process Report Renew Contracts No Create Quotes No Update Prices No Evaluate list of contracts to identify customers who will receive automatic renewals Update contract price lists Run Renewal Process Report Renew Contracts Yes Create Quotes No Update Prices Yes FAQAD 306 QAD 2007 User Guide Service Support Management Tip To ensure consistent results execute the report function first and review the output before attempting to create quotes or renew contracts Fig 8 32 Contract Delete Archive
73. defaults from the BOM code for the current work code associated with the item in Service Item by Site Maintenance 11 3 9 first If no BOM is specified for the site the system looks for a BOM set up with Service Item Maintenance For the PM work code the system uses the PM BOM code for the install work code the system uses the install BOM otherwise the repair BOM code is the default This BOM prints on the call to assist the engineer in servicing the item It also defaults into CAR and can be auto loaded into the item usage frames of CAR This field cannot be modified once you open reports for this item in CAR Routing Must be a valid service routing set up with Service Routing Maintenance It defaults from the routing associated with the item in Service Item by Site Maintenance 11 3 9 first If no routing is specified for the site the system looks for a routing associated with the item in Service Item Maintenance For the PM work code the system uses the PM routing for the install work code the system uses the install routing otherwise the repair routing is the default This routing prints on the call to assist the engineer in servicing the item It also defaults into CAR and can be auto loaded into the labor expense and item usage frames of CAR This field cannot be modified once you open reports for this item in CAR Note When a call is referenced on an RMA and you release the RMA to a work order the system uses the repair
74. depend on which program you are using If a call function does not have an end user or engineer these options do not appear When the display option for a call report is the server time zone database time zone current user s time zone or a time zone you entered call open dates and times all display in the same time zone If the display option is the time zone of the call s end user or assigned engineer and you review a range of calls you may be viewing dates and times in more than one time zone since the time zone may differ among end users and engineers If you use the call open date as a selection criterion for reporting the system interprets the date relative to the display time zone you choose Example A company located in Los Angeles the server time zone takes two calls on April 14 one from an end user in Los Angeles and one from an end user in New Zealand Now you generate a report in Call Inquiry with a selection date of 04 14 02 If the display option for Call Inquiry is the server time zone the system selects both calls If the display option is the end user time zone the system selects only the call from Los Angeles From the point of view of the end user in New Zealand you opened the second call on 04 15 02 FAQAD 148 QAD 2007 User Guide Service Support Management FAQAD Reports and Inquiries Affected Call inquiries and reports affected by MTZ include the following Call Inquiry 11 1 1 2 The Time
75. describing this field notification Entered By Defaults from the ID of the user logged into this session Open Date Defaults from the system date and indicates the date you opened this field notification You can only change Open Date when you first create a notification Combine Calls Specify Yes to generate one call for each end user The system creates multiple lines for each installed base item for this end user Specify No to create one call for each installed base item Calls Generated Indicates whether you have generated calls for this field notification The system sets it to Yes after you run Call Generator for this field notification Work Code The default is blank Enter a work code defined in Work Code Maintenance to be associated with calls generated for this field notification s calls Other call defaults created in Call Default Maintenance are not used The system derives call values from the field notification Problem Status Description Priority Severity Escalation Call Type Queue Description The system applies these values to the calls you generate for this field notification The values take precedence over any other defaults For example the system applies an end user escalation only if the field notification does not have one Call Open Date Defaults from the system date A call open date gives you more control over when the system processes the calls RQAD 70 QAD 2007 User Guide Service Sup
76. determines how times are displayed and stored in Call Maintenance when a call for this end user is taken The end user s time zone also affects engineer scheduling service coverage and service pricing You can only update this field when you create an end user After an end user record exists change the time zone with the End User Time Zone Change Utility 11 21 22 20 This utility updates calls for the end user to reflect the new time zone Message Enter an optional short message regarding this end user that displays in various call related programs for calls associated with this user For example when you create a call or record service activity the message displays at the bottom of the window It also appears on printed calls which the engineer often uses as a kind of work order End Date If the message becomes obsolete after a certain date enter that date in this field When the system date matches or exceeds the end date the message no longer displays Service Office Detail Frame The Service Office Detail frame stores information for assigning and scheduling engineers for this end user as well as managing calls When you associate a primary or secondary engineer with an end user the system checks settings in Engineer Schedule Control A warning displays under these conditions If Limit by Service Area is Yes and the engineer s service area does not match the end user s area If Limit by Time Zone is Yes and the en
77. displays and the system sets the contract s action status to hold 2 Contracts cannot be created for customers who are on credit hold An error message displays and you cannot create the contract until you set Credit Hold to No in Customer Maintenance With this setting if the customer is over the specified credit limit but not yet on hold the contract can be created However a warning displays and the system sets the contract s action status to hold Service Contracts 255 To remove credit holds update the Action Status field in Contract Maintenance Note Credit hold status is checked for the header bill to address only regardless of the setting of Bill End Users Contract Additional Charges You can add additional charges to a contract at both the contract and end user level The display of frames for defining additional charges in Contract Maintenance depends on settings in Contract Control When End User Additional Charges is Yes in Contract Control the frame displays for end users When Contract Additional Charges is Yes in Contract Control the contract wide frame displays Define additional charges in Contract Additional Charges 11 5 7 Item Number Description Amount Type Fig 8 6 Service Type Contract Additional is blank NU i Charges 11 5 7 indicating this Description Options for All Contracts charge can be used on any Options Detail contract Set up additional charges
78. end user record The end user customer and bill to default from the end user customer record You can modify the end user bill to as necessary Bill To When Bill End Users is Yes in the contract header enter the P See Billing address code assigned to the bill to location for this customer This Misco or End field defaults from the end user s customer record if a bill to address page 314 has been defined in Customer Maintenance FAQAD 278 QAD 2007 User Guide Service Support Management End User Default Use this frame to modify defaults associated with the end user Note When you create contracts with Item End Users set to Yes you specify only a subset of the fields you specify here Project Auto Renew Currency Fig 8 14 End User Default Number 207 Item End Users Bill End Users End User 100100A Customer 1001000 Bill To 1001000 Service Type SC 1 These fields cannot be Billing Cycle fl updated after an end user is added to the Blanket End User Purchase Order contract gt auto Renew O Currency USD Billing Cycle Specify a billing cycle for the end user which then defaults to the end user s line items The line item billing cycle determines actual billing frequency The end user billing cycle cannot be more frequent than the contract header Start Date and End Date Enter the default start and end dates for line items associated with this end user End user da
79. ese da dd eee 363 Creating and Updating Calls 366 Call Entry Overview 0 0 eee eee eens 367 Call Lite Cycles aai aire eate aa vs Re oe coe ea x 368 Updating Call Records cee eee eee 369 Active Call History 2 0 0 02 cece ne 372 Call Currency i e deep Rea V es o eke aga 373 Credit Standing and Calls 2 cee eee 373 Call Management and Multiple Time Zones 374 Determining Call Coverage 0 0 0 eee eee eene 374 Call Maintenance seseee I eens 378 User Selection Frame 0 0 0 cece eee eee 380 End User Selection Frame 00 0 0c eee eee 383 End User Frame 2 2s secre eek eee bee RR RR Ud 383 Calls for End User Pop Up 0 cece eee eee eee 384 Call Defaults Pop Up 0 cee 385 Call Info Brame 0 05 sats eae eed owe cet t tere ache 386 Travel and Estimated Time Frame 00000000 390 Override Scheduling Options 0 0 0 eee eee eee eee 392 Availability Frame 52 ede e re eae dae e e a 392 Call Engineer Schedule Maintenance Frame 394 xii QAD 2007 User Guide Service Support Management Item Service Structure Detail Frame 2 0000 5 396 Call Update Frame ssseeeeeeee eA 398 Engineer Paging Frame lsleeeeeeeee 400 Call Item Frame 5 i5 e2eln eret roba erae en dace se 400 Coverage Information Frame lsseeeeeeeeeeeeA 402 Fault Codes Pop Up esee
80. exit this frame Taxable Enter Yes if the items on this contract are subject to tax otherwise enter No Header tax fields default from the contract customer If Item End Users is No you can also update tax fields for each end user End user tax fields default from End User Address Maintenance and set the default for lines RQAD 270 QAD 2007 User Guide Service Support Management gt See Blanket Coverage on page 257 gt For details on this option see Automatically Generating Contract Lines on page 262 gt See Contract Currency on page 251 b See Constraints on Summarized Billing on page 316 RQAD Blanket Enter Yes if some items on the contract have blanket coverage Otherwise enter No After the contract has been saved you cannot change this value This field sets the default for the same field associated with end users on the contract Blanket must be Yes for the end user for blanket coverage to be applied You can set up some end users with blanket coverage and some without on the contract regardless of the value of Blanket in the header Source The code in this field tells the system where to look for items to be included on the contract The possible choices are I installed base S sales orders Q sales quotation and M or blank indicating you will enter line items manually rather than selecting them from a list Comments This field defaults from Service Heade
81. how items in the installed base can be repaired in Call Activity Recording If the quantity of the item to be repaired does not match the ISB record components issued and returned in CAR do not update the installed base If ISB Unit Quantity is Yes and you always create a call line for each item to be repaired you will not encounter quantity mismatches in CAR Otherwise change the quantity on the line item to match the installed base record if you want components to update the installed base Using the System Level Setting One other setting helps manage information in the installed base Each service item can have an item type code in Service Item Maintenance Set up the codes in Generalized Codes Maintenance for field pt sys type In Service Management Control the System Level field designates a code indicating a system level item Normally system level refers to the parent or top level item in a configured product structure However you can use this attribute in any way that is meaningful to your organization FAQAD 42 QAD 2007 User Guide Service Support Management Fig 2 12 End User Control 11 9 24 b See Creating End Users During Invoice Post on page 32 for additional details FAQAD Select System Level Only in the Installed Base Report 11 3 3 to view only system level installed base items Call Management can handle system level items differently When System Level on Calls in Call Management Control i
82. in Contract Control you are prompted to copy limits to the end user If you previously copied limit detail into the contract header you can copy limits from the header or the contract type The limit screen is the same as the one used for contract header limits Entering End User Item Details Each end user on a contract can have multiple items each with a different service type The line item service type overrides the header service type For example specifying a different service type might bring in a different price list or change the level of coverage If you change the service type you are prompted to update the price from the new price list If you specified a source for items earlier the system creates detail line for the items you selected b See Renewing Contracts Automatically on page 304 gt See Contract Currency on page 251 for details on multiple currency contracts b See Header Coverage Limits on page 276 FAQAD 280 QAD 2007 User Guide Service Support Management Fig 8 15 End User Item Detail Tip After you save a line you cannot change the item number you must delete the existing line and add a new line with the other item number FAQAD yw uu Number 207 Customer 1001000 End User 1001004 Ln Format S M Single End User Item Detail Svc Type Supported Item Item Qty Serial Net Price SC 1 10 10000 1 0 1001004 002 300 00 Serialize Billing Cy
83. in the installed base Warranties only apply to installed base items What ISB Details Are Required The answers to the previous questions also indicate how detailed the installed base records should be and which details are important For example if you offer warranties from the date of purchase your installed base records need a date of purchase for each item sold If you limit the warranty to customers who register the product you need to track which items are registered Detail also addresses coverage of the components of an item Especially with configured products certain options may have warranty coverage distinct from the parent item How Should the ISB Affect Service Policy Apart from the obvious advantages of knowing what you have sold and to whom you can use the installed base to control service activity For example you can refuse service calls for items not in the installed base The installed base serves as a validation database since certain programs such as Call Maintenance Contract Maintenance and RMA Maintenance depend on what is there A primary business decision when implementing SSM is determining how the installed base should relate to service policy Other decisions flow from this major one There are three basic approaches Limit service calls to an installed base of items you manufacture distribute or sell items already in your item master Limit service calls to an installed base but inc
84. invoice sort to include fixed price amounts The Billing Summary frame of Call Invoice Recording still breaks out costs but the price displays only if an invoice sort with Fixed Price set to Yes is defined Since fixed prices are not broken out by service category do not associate service categories with this invoice sort use it to display fixed prices A warning displays if you associate service categories with a fixed price invoice sort Language Invoice sort codes control the display in Call Invoice Recording and invoice print Multi language users can specify how the label for the invoice sort appears in different languages Invoice Detail The Detail field determines the default in the Det column of Call Invoice b See Invoice Recording unless you specify a different invoice format for the end user a e in End User Address Maintenance This field in turn determines the details level of detail on the printed invoice When Detail is No for an invoice sort the system takes the entries for a service category summarizes them in a single line item totals them and then prints only this total on the hard copy invoice FAQAD 88 QAD 2007 User Guide Service Support Management Invoice Sort Maintenance Use Invoice Sort Maintenance 11 21 5 to define and maintain invoice sort codes Figure 3 2 shows a sample invoice sort for labor Fig 3 2 Invoice Sort Maintenance Invoice Sort LABOR 11 21 5 Description Labor D
85. items you manufacture or configure If you track third party items use Installed Configuration Maintenance 11 3 5 to add configuration information for them Note When you add items to the installed base while you are recording service in Call Activity Recording the system always adds them as first level components of the call line item with which they are associated If SO Edit ISB is Yes in Sales Order Control you can also indicate that an item sold is a component of a parent by specifying the parent item s serial number and item number The system then adds it as part of that item s installed base configuration The same is true in RMA Maintenance if Edit Installed Base is Yes in RMA RTS Control Load Available Structure The Load Available Structure field determines whether Invoice Post adds product structures to the installed base Setting this field to Yes only has an effect if certain other conditions are also true The item must be one you manufacture or configure Ship to Installed Base must be Yes Installed Base must be Yes and the parent and each component to be added to the installed base must be service items in Service Item Maintenance The item must be added to the installed base with a quantity of 1 The shipment quantity for configured items must be 1 and the work order quantity for serialized or lot controlled items must be 1 for the system to uniquely identify the as built structure Since lots seldom have a
86. level below and determine the valid range for lower level dates including limit effective dates All dates must be within the start and end range defined by the header In many situations the start dates on all levels of the contract are synchronized If you change the start or end date on the contract header you are prompted to apply this change to each line item When you respond Yes to reset the line start dates after changing the header start date the system updates all lower level dates that match the old start date This includes end user and default item dates as well as detail lines When the system updates end dates it modifies the lower level dates to reflect the contract end date regardless of whether the dates previously matched Note Limit effective dates are not automatically reset you must do this manually as needed If the changes are not automatically applied to each line the system verifies that the new header start or end date is not within the range defined by the earliest line start date and latest end date If it is the system displays an error message There are some limitations on changing contract start and end dates If any open calls reference the contract the contract start date cannot be moved after any call open date Correspondingly the contract end date cannot be moved before any call open date If billing has occurred you cannot change the contract start date The end date cannot be set
87. line for a lot controlled item that was added to the installed base with a quantity of five the system suggests this coverage for any one of the five that the end user calls about This means that you are effectively covering all five for the price of one unit of coverage To prevent this a warning displays when the installed base quantity does not match the contract line item quantity Changing Contract Line Items Service coverage has important implications throughout the system especially in call tracking functions When a call exists that references a contract the system restricts changes to that line Example Item 116 serial 12A is covered on a contract A call is taken for this item The contract coverage found by the system determines call defaults like response time and next event date and time An engineer responds to the call and reports are opened in Call Activity Recording Based on the contract limits the system calculates coverage and generates an invoice If the system let you change the serial number on the line in Contract Maintenance the coverage previously calculated would be invalid RQAD 264 QAD 2007 User Guide Service Support Management b See Adding Additional Limit Records on page 242 FAQAD When a contract line is referenced by a call you cannot Change the line s service type item number serial number and reference number Delete the line Move the line start and end dates
88. list for the coverage Price from Price List When the system finds a price on the line item price list it displays it in the Net Price field and sets a value for the List Price field displayed in the item detail From this point on List Price cannot be changed If you modify the net price the modification displays in the Discount field as either a positive or negative discount relative to the fixed list price If you manually enter a discount percent the system recalculates the net price based on this percentage and the fixed list price No List Price Found When the system cannot find a price for contract coverage net price defaults to zero In this case what you enter in Net Price also becomes the List Price value If you then specify a discount in the item detail the system recalculates the net price based on this discount The list price remains as specified So far this seems to be the same as what happens when the system finds a price on a price list However when you change the Net Price value in this second scenario the system resets List Price to the Net Price value and Discount to zero Reenter a discount if one is required To alert you to the consequences of changing the price the following message displays when the edit focus is in the Net Price field If updated net price will become new list price Service Contracts 251 This message displays when a price has not been found on a price list However you are
89. modify the default in the Installed Base Detail pop up in RMA Maintenance Sales Order Maintenance and Pending Invoice Maintenance if control program settings permit editing of the installed base record If not the system applies the defaults For ISB records created during Invoice Post the warranty start date defaults from the ship date For installation calls the warranty start date is the call closure date System Type Validated against generalized codes for pt_sys_type Three values are supplied software SW System S or Other O You can set up additional codes in Generalized Codes Maintenance The System Level field in Service Management Control determines which system type code is considered system level You can choose to see only system level items on the Installed Base Report 11 3 3 If System Level on Calls is also Yes in Call Management Control Call Management is affected During next previous processing in the Item field only items with this system type display Installed Base 45 Installed Base Yes indicates you want this item in the installed base Tip The system considers this field in conjunction with the Create ISB Thesystem looksat the value of Create field for an end user for new sales orders or calls or when a repair ISB in End User uses the item If both are Yes the system assumes the item should be Control for a sales order ship to in the installed base address not yet i defined as an
90. months in the billing cycle When a contract is released to invoice with this billing cycle the system calculates the invoice amount by multiplying the unit price by the number of units covered and then multiplying this amount by the number of months in this billing cycle Quantity to Bill Example For a quarterly billing cycle code set Quantity to Bill to 3 billing three months of service each quarter Always enter a whole number for the quantity to bill since a contract cannot be billed more than once in a month Specify a default billing cycle in Contract Control This value supplies a default for the Billing Cycle field on the contract header when contracts are created Billing cycle can be modified at multiple levels of a contract contract header default end user and items and item details FAQAD 312 QAD 2007 User Guide Service Support Management Fig 9 3 Selecting a Billing Cycle in 11 5 18 13 FAQAD You can accept the default or specify a different billing cycle code at various levels below the contract header However you cannot specify a cycle that indicates less frequent billing than the cycle specified on the header For example the header billing cycle is annual You cannot specify a billing cycle of every two years for a contract line You can delete a billing cycle code only if it is not currently referenced by any contracts or quotes You can use the billing cycle as a selection criterion in Billing
91. must be attached to a valid customer Some service organizations regularly receive calls from end users who are not already registered in the installed base This is typical for products sold through retail outlets when the customer does not contact you unless something goes wrong Since Call Maintenance is often used in an interactive mode you can take calls for unknown end users without having to set up a valid customer in Customer Address Maintenance You first create a dummy customer in Customer Address Maintenance Then you specify this customer number in the Temporary Customer field in Call Management Control Now when you take a call leave End User blank A pop up window enables you to create a new end user By default this end user is associated with the temporary customer In this way the call is taken smoothly and a record established Whether you can record activity against this call or close it depends on the Call Activity with Temp field in Call Management Control If you do not want activity recorded against the temporary customer set this field to No In this case create a customer for the end user in Customer Maintenance and then add the caller as an end user of this customer using End User Address Maintenance 11 9 1 Finally modify the call to reference the valid end user Call Management 365 Assigning Engineers to Calls Two approaches can be used to assign engineers in Call Maintenance represented by two fi
92. of limits on the contract type with the following effective dates 06 30 02 06 30 03 07 01 03 06 30 04 When you create the same contract from 01 01 03 to 12 31 03 you still have two sets of limits but they are copied in with these dates 01 01 03 06 30 03 07 01 03 12 31 03 Limits at Multiple Levels The contract type is a template for building service contracts If Contract Limits is Yes in Contract Control you can further refine or customize the limit template at the contract level for end users or default items and on individual lines within the contract As a result you can set limits at four levels contract line end user or default item contract header and contract type However while it is possible to set up limits at all levels the system uses only one level to determine coverage for a particular item When the system looks for effective limits it uses a multiple phased approach First it finds where limits are defined by searching in the following order 1 The contract line item defined in Contract Maintenance 2 If Item End Users is No the end user level if Item End Users is Yes the default item level 3 The contract header defined in Contract Maintenance 4 The original service type defined in Contract Type Maintenance When the system finds a coverage record it examines the terms in this order 1 Limits for a work code and service category combination 2 Limits for an invoice sort related to the
93. problem since the service department is open only until 17 00 However the system knows your service coverage hours so it schedules the next event three hours into the next day you are open for support business The next status date on the call is January 4 and the next status time 11 00 hours Create a different service type for each schedule of coverage your business supports This enables you to define premium service coverage for critical or special components Example A company selling personal computer systems and network hubs wants to provide service coverage for the computers from 10 00 to 17 00 hours The network hubs are more critical they need coverage from 06 00 to 20 00 hours Use one service type for the computer line item and another for the network hub Similarly if you warranty these items create and apply two warranty codes with different coverage hours RQAD 170 QAD 2007 User Guide Service Support Management FAQAD To provide different coverage levels for the same item at different times of the day you can add the same item to a contract twice but only if the service type for the line items differs Levels and Limits of Service The level of service for the warranty service contract or default service type carries through into the management of service activity from calls to returns The level of service determines the percentage paid by the end user for service SSM provides flexibility in clas
94. process creates the transactions necessary to update the installed base with the actual components Components can only be added to the installed base when transaction history uniquely identifies the parent and components A single work order for multiple parent items does not provide enough information in the transaction history to determine which serialized components belong to which parent Transaction history is ambiguous if the work order for a component item is for a quantity greater than that required by the parent The system loads components until the history becomes ambiguous Installed Base 41 ISB Unit Quantity The ISB Unit Quantity field of Service Item Maintenance affects how non serial controlled items are added to the installed base on an item by item basis This field does not affect serialized items which are always added with a quantity of one When the field is No and you ship a quantity greater than one on a sales order line the system creates only one ISB record for the shipment quantity If you ship three items the system creates one ISB record for a quantity of three When the field is Yes the system creates unique ISB reference numbers for each item shipped and each record has a quantity of one The shipment line with a quantity of three creates three records for the same item number and lot but with three reference numbers Recording Call Activity for Multiple Items ISB Unit Quantity affects
95. quantity of 1 Load Available Structure usually does not affect lot controlled items Installed Base 39 RQAD 40 QAD 2007 User Guide Service Support Management Tip Use Sales Order Release to Work Order 8 13 to create discrete work orders FAQAD The parent item must be serial number controlled unless it is a configured product A configured product on a final assembly work order can be identified without a serial number if it is shipped with a quantity of one If the product structure contains subassemblies the parent item of the subassembly must be serial number controlled for the system to attempt to find and add its components to the installed base If these conditions are met the system attempts to add components of the parent item to the installed base as derived from the sales order BOM or the work orders used to build it and its components This information is derived from the transaction history If Load Available Structure is No and Ship to Installed Base is Yes only the parent generates ISB records The components generate no details Transfer of Item Information from Sales and Work Orders The installed base inherits item information based on the way the item was made or sold This as built configuration information comes from records generated in the Sales Orders Invoices and Work Orders modules You can use either a final assembly process or a discrete work order to create configured items Either
96. quote and Coverage for quoted item Orders Invoices contract line items RMAs and MOs are a type Installed base updates from of sales order Call and Invoice Post contract invoices represent Installation calls from sales types of sales order order shipments ID VOICUR Sales Order Control settings Invoices for calls RMAs and material orders contracts and RMAs are printed and posted here Credit hold removal for RMAs 8 Configured Source for information in Installed base records Products installed base created from posting sales Can be used in RMAs orders for configured products 13 Product Structures Standard BOM as source for Service BOMs service BOM 14 Routings Work Standard work center Service work centers Centers for labor rate 16 Work Orders CAR reports RMA release to work order Table 1 1 SSM Interaction with Other Modules FAQAD 18 QAD 2007 User Guide Service Support Management Menu Data Used by SSM Data Output by SSM 22 Forecast Master Plan Forecast Forecast consumption from RMA issue lines and expensed MOs 23 Material Requirements Plan Gross requirements from RMAs CAR MOs 25 General Ledger Accounts sub accounts cost centers projects GL transactions from call RMA and contract invoices MO shipments between sites 26 Multiple Currency Currencies exchange rates and rounding methods 27 Accounts Receivable
97. replenishment Use MO Direct Pending Returns to return the items Standard returns of items on an MO are executed as inventory transfers ISS TR RCT TR from the engineer site and location back to available stock There is no billing The system treats returns in CAR that are not exchanges and not on an MO as unplanned receipts RCT UNP Exchange Returns Indicate an exchange return by using a return status with Exchange set to Yes Exchanges typically take place in CAR when an engineer replaces an item during a repair and the returns the old item for customer credit You can then repair or scrap the returned item When you use an exchange return status the system searches for an exchange price for the returned item on the service price list Exchange prices use the exchange unit of measure specified in Call Management Control If the system finds an exchange price it displays by default during return processing The system credits the customer this amount when it generates the invoice for the call You cannot use this status to return items ordered on an MO since exchange processing assumes the item is being returned from the customer Also you cannot combine Exchange with Pending since the Pending field is used only with items on an MO An exchange return executes an unplanned receipt RCT UNP Pending Returns You can use pending returns only for items on an MO For Pending to be Yes Good must also be Yes and Scrap must be N
98. representing a particular kind of labor or expense charge For example if you are tracking travel expenses in CAR you might set up three service categories for ranges of hotel room expenses room1 room2 and room3 Then you set up prices for each service category using Service Pricing Maintenance Figure 6 3 illustrates a repair price list for a labor service category Type R lists EN Fig 63 Service Pricing Maintenance e Repair Price List provide prices p j in Call Activity Price List SSM TypeiR c R E Repair Pricing for Service Currency Category Recording Work Code F Product Line F Service G D Service Cat 1 Work code re 9 es service group Unit of Measure P Unit of Measure and product start 0B List Price Expiration line are ti Amount Type P DMP optional Labor is priced Qty by service category The system can consider other factors in the search for labor and expense prices work code service group and product line For example the price for installation labor may be different than for repair labor If you include service group and product line when you set up prices they refer to the service group and product line of the item being repaired This is different than for item price lists where service group and product line refer to the item being consumed If the system finds no price for the labor or expense on the list it defaults to Zero FAQAD 210 QAD 2007 User Gu
99. sequence for one end user the End User See End User Default frame displays for input of another end user with items on this m0 contract Enter another end user or press End to complete the contract Contract Additional Charges If Contract Additional Charges is Yes in Contract Control you can associate additional charge items with the contract Each charge is added as a separate line item with its own pricing information When Bill End Users is Yes a separate invoice is generated for the contract header customer for contract wide additional charge items since these apply to the entire contract If you plan to renew contracts by end user you should be careful about adding fixed additional charges to the contract FAQAD 288 QAD 2007 User Guide Service Support Management P See Figure 8 16 on page 285 Fig 8 18 Contract Maintenance Trailer FAQAD Important When you renew parts of a contract any contract level additional charges are applied to each contract generated with amounts unchanged You many need to adjust a fixed amount charge This same warning applies to releasing contract quote lines by end user The Contract Additional Charges frame is the same as the End User Additional Charges frame Contract Trailer The contract trailer is similar to that of a standard sales order The Line Total field is the sum of the extended prices for each line item The Additional Charges field displays the total of e
100. service category 3 Limits for the contract total gt See Levels and Limits of Service on page 170 RQAD 242 QAD 2007 User Guide Service Support Management FAQAD If none of these exist the system considers the activity being recorded not covered In Call Activity Recording 11 1 1 13 charge code defaults to the billable charge code as defined in Default Charge Code Maintenance 11 21 21 13 Important This search algorithm has important implications If you decide to set up limits at the contract line level set up all necessary limits at that level You cannot combine limits from multiple levels since the accumulation of amounts against those limits would become ambiguous Changing Limits You can change limits on a contract after the contract is effective However if CAR has accumulated any amounts against the limits certain restrictions apply The limit record cannot be deleted nor can the contract line and contract The limit amount cannot be lowered below the accumulated amount The effective dates cannot be moved inside the range defined by the call open date of the first and last call with accumulating amounts If you must make a change modify the covered amounts in Call Activity Recording or Call Invoice Recording If the invoice for the amounts has been posted you cannot modify the records associated with it Adding Additional Limit Records You might need to add limits to an open contra
101. stored in input time zone from time Input character time stored in input time zone with a format of HHMM from zone Input character time zone to zone Output character time zone Multiple Time Zones 161 Table 4 6 lists the program s three output parameters Parameter Description to date Output date converted to output time zone to time Output character time stored in output time zone with a format of HHMM effflag Logical to indicate if an error occurred date and time will be returned unconverted The following example illustrates how to convert the current system time to EST EDT define variable from time as character format 99 99 define variable to date as date define variable to time as character format 99 99 define variable errflag as logical mfdeclre i find first svc_ctrl no lock assign from time string time HH MM from time substring from time 1 2 remove colon substring from time 4 2 gpriun i fstzcon p input today input from time input svc server timezone svc qadc01 before 8 7 input EST EDI output to date output to time output errflag Table 4 6 Output Parameters for fstzcon p FAQAD 162 QAD 2007 User Guide Service Support Management FAQAD 164 QAD 2007 User Guide Service Support Management b See Chapter 8 Service Contracts on page 233 for details on how contract types apply to the cre
102. structure created by the copy The system applies this field differently in different situations If the source and target codes and currency are the same and the date you enter matches the start date currently on the source price list the system does not create a new price list Instead it modifies the existing price list according to any adjustment percentage you enter In other cases when the source and target codes and currency are the same the system uses the Start Date value as the start effective date on the target list and adds an ending effective date on the source list the day before the target s start date If the source and target codes are different the system uses the start date on the target and the source list is not affected Expire Date If you specify a value here the system uses the expiration date as the end effective date for the target price list Adjustment Defaults to 100 0096 The system multiplies specific prices amount type P by the adjustment percent then rounds to the specified number of decimal places It also multiplies discount and markup percentages amount types D and M by the adjustment percent If the percentage is greater than 100 amounts are increased If the percentage is less than 100 amounts are decreased Cur Conv Factor Enter a conversion factor to use when the source and target price list currencies are not the same The system calculates and displays a default Currency C
103. system interprets schedule times relative to the end user s time zone The system considers the engineer time zone during call scheduling It awards an engineer points according to Engineer Schedule Control if the engineer time zone matches the time zone of a call s end user or is within the range of Range of Hours to Consider Engineer Assignment Maintenance 11 13 15 8 Call engineers use this function to maintain scheduling transactions created in Call Maintenance When MTZ is active the engineer s time zone labeled Time Zone displays in the header frame You select a display time zone from a pop up list before you access transactions Your time zone selection appears in the header frame labeled Display TZ The system uses it to convert the scheduled start date and time of each record for display To provide a complete reference point the time zone of the call s end user also displays on the schedule detail line Engineer Code PKH Harvey Phillip Time Zone EST EDT Display TZ EST EDT When MTZ is active the end user s time zone Tran Nbr St Date Start Close Call ID End User TZ 4 12 55 CA127 PST PDT displays rather Diare ESPET than call area O Q Note When MTZ is not active the call s area displays instead of the end user s time zone Multiple Time Zones 155 Engineer Reports Most engineer reports accommodate time zone data Engineer Diary 11 13 15 9 Engineer Diary displays the transactions c
104. system uses the coverage percent to calculate the price discount percent since the limit features of contracts do not apply to RMAs Coverage percent is also the only factor the system considers for warranty coverage in RMAs and calls RQAD 184 QAD 2007 User Guide Service Support Management Fig 5 11 Limit Detail Pop Up Tip If you use common limit detail for the limits on a service type specify values for the Total Yes record only to simplify data entry FAQAD Defining Limit Detail If you specify Yes to the Detail field when defining limits an additional limit detail pop up displays as in Figure 5 11 Contract Type Maintenance Contract Type SERVICE Description Prod Line 100 Restocking Charge 0 00 Duration 0 Call Price List RMA Only 1 Response 0 Credit Price List Comments O Response Time UM H Ship Before Return O Priority 0 Contract Price List Limit detail provides even Coverage Limits more control Total ig Limit Detail sgeig i 20 over how the List Price Limt 0 00 1 w Charge Cod System applies Over Limit Charge Cod coverage 4 The system searches for limit details in the same way it searches for limits First it looks for a work code and service category combination then for limits by invoice sort and finally for limits in the Total Yes record List Price Limits A list price limit defines a ceiling on the price of individual items covered by the service typ
105. the front line The same database often provides useful feedback to other departments Call Management 369 RMAs Handle simple replacement calls that do not require an on site engineer by issuing an RMA Call Activity Recording Calls regarding product failures may require a visit by a service engineer Replacement items may be needed items may need to be returned to the factory for repair or an entire system may need to be shipped back and replaced Preventive maintenance and installation calls are two other types of calls that require the intervention of an engineer Information from the call is used to resolve billing issues associated with the service activity Service Requests Recurring problems reported by calls can result in the creation of a service request You can use service requests internally to track problems that may require product design changes Updating Call Records When a call is linked to an RMA or an SR the link is by reference only RMA Maintenance and SR Maintenance use information from the call record but they do not operate directly on it other than to create the reference link This is not true of the relationship between Call Maintenance and Call Activity Recording Call Activity Recording is an extension of Call Maintenance The call record is directly updated from both functions Call Record in Call Maintenance The call record created in Call Maintenance has two parts the header information
106. their status You can move closed calls to history and delete and archive them when they are fully invoiced Cancel Status Canceling a call is similar to closing it but only a call without service activity can be canceled You cannot generate an invoice for a canceled call since you cannot record activity for it These statuses are especially important in Call Activity Recording and Call Invoice Recording Call Status Code Maintenance Define call status codes with Call Status Code Maintenance 11 1 21 1 status Description Sts Id Next Sts Next Queue NEW Just Received Call 10 PENDING PENDING Pending Assignment 20 ASSIGN ASSIGN Assigned 30 COMPLETE i ALERT Nothing Done Call Mar 40 COMPLETE Completed Call 50 i oo Status Enter a unique name identifying this call status Making the name recognizable can help users quickly identify its purpose Description Enter up to 24 characters describing the code to help users identify its use and purpose Sts ID This field can indicate the order in which statuses occur in the life cycle of a call A lookup displays call statuses in numeric order as defined by the status ID rather than alphabetically Next Status Specify the next status that normally follows this status in the call life cycle The next status specified here provides a default for the Next Status field in Call Escalation Maintenance when you define an escalation with a call status as part of the key
107. this field defaults to Yes When PM Item is Yes the Preventive Maintenance Detail pop up displays enabling you to specify the number of visits to be scheduled for this item When PM Item is No this item is not included on the PM call generated for an end user PM schedule Service Contracts 283 Taxable This field defaults from the end user Each line item can have a different taxable status Cost Cost defaults from the contract site specified on the header multiplied by the item quantity If costs are not set up at this site cost is zero This field is security restricted This field is for reference only and is not used in any contract margin calculations Disc Pct The system calculates and displays a discount if the item s net price was derived from a price list setting the list price and then changed You can enter a manual discount causing the system to recalculate the net price from the price list or the net price you entered earlier List Price Output only field If the system found the net price from a contract price list List Price is the initial net price If Net Price defaulted to zero the system sets List Price to the amount you entered for Net Price during the last edit session In this case List Price changes whenever you change Net Price Extended Price The system calculates this by multiplying the item s net price by the number of items and the number of months of coverage Sales and Discount Account
108. this situation make sure Create ISB is Yes in the control program Installed Base 43 Service Item Maintenance If you typically provide service for a well defined set of items you can define service attributes for them with Service Item Maintenance 11 3 7 First define the items in Item Master Maintenance even if Items Must Exist is No in Service Management Control If you set Service Data in Item Master to Yes in Service Management Control these same frames display in Item Master Maintenance 1 4 1 Fig 2 13 Service Item Maintenance Service Item Item Engineering Data Maintenance Item Number 10 10000 Rev 11 3 7 Description OASIS TM COOLING SYST Drawing 10 10000 Description HOME INDUST MODEL Item Type CONFIG Unit of Measure EA Status Prod Line 1000 Group DISCRETE Routing Code Size 1 Item Service Data Warranty Codejwii P Days Between PM 36 System Types P Usage Code Installed Base 7 Service Group ISB Unit Quantity 7 Service Category Coverage s P Mean Time Between Failures Supplier Warranty Mean Time to Repair 1 00 FRU MFG MTBF 0 00 Model P MFG MTTR 0 00 l Installation Call Standard Time to Repair ii0 00 Repairable 7 ov Service Item Maintenance influences key service activities including managing the installed base recording service activity in Call Activity Recording determining coverage for items in the installed base the creation of installation calls and defin
109. time zone This is useful when users in different time zones access several databases that run on one server This field has no effect on the way the system stores dates and times However most call reports and inquiries can display dates and times relative to the database time Activating MTZ As explained in the overview MTZ changes the way the system stores and displays dates and times Switching MTZ on and off is not recommended Carefully consider your business needs before activating MTZ Activating MTZ in a New Database Typically time zone data is loaded during the installation process Since a time zone must be associated with each user this data 1s loaded or created by the system administrator using functions on the Multiple Time Zones menu 36 16 22 in the Manger Functions module Loading time zone data is accomplished with Multiple Time Zone Load Utility 36 16 22 13 Even if you have completed this general setup you must still execute the See page 130 for Multiple Time Zones Startup Utility 11 21 22 24 to activate multiple details time zone features If you have already loaded time zone data you can set these fields to No in the utility FAQAD 128 QAD 2007 User Guide Service Support Management Activating MTZ in an Existing Database If your business requirements change or you are upgrading to a new release of QAD 2007 that now supports MTZ you can still activate MTZ Additional conversion and setup prop
110. to a product line Base contract repair and cost prices on product line For contracts this is the product line of the item being supported For items consumed in CAR this is the product line of the item consumed For labor and expenses this is the product line of the item being repaired Automatic Pricing 215 Service Category Set up repair price lists for labor and expenses and expense cost lists by service category If you specify a service category you can also specify a product line service group or work code item number must be blank Service category must by for expenses or labor Item Number warning displays if the item is not a valid item number in the item master or an additional charge item defined with Additional Charge Maintenance However you can define prices for items you do not manufacture You can specify item numbers only on a contract or repair price list and then only if service group product line and service category are blank Specify additional charges only on a contract price list Unit of Measure Indicates the unit of measure associated with this price list structure For service price lists this is normally blank For an inventory item unit of measure can be blank If you specify a value here it must be the item s unit of measure as defined in the item master or one of the special service units of measure Leave UM blank for the other price list structures and for contract additional charge items
111. to change the serial number for an item already in the installed base FAQAD 58 QAD 2007 User Guide Service Support Management gt See Load Available Structure on page 39 for details FAQAD Installed Configuration Maintenance Use Installed Configuration Maintenance 11 3 5 to create and maintain product structures in the installed base You can create parent component relationships directly with this function or modify product structures created in other parts of the system Creating ISB Records During Invoice Post You can let the system add items to the installed base as you sell them Creating records this way minimizes the data entry required to update the installed base Invoice Post creates installed base records for parent and component items from sales orders when these settings are in place Ship to Installed Base is Yes in Service Management Control 11 24 For components to be added Load Available Structure must be Yes in Service Management Control and the conditions required for it to be in effect must be true nstalled Base must be Yes in Service Item Maintenance 11 3 7 for the parent item and for each component item to be added The system creates the actual ISB record when you post the invoice for the sales order minimizing the cleanup required if you find mistakes on the pending invoice If sales shipment created the ISB record and you change the invoice later the ISB record may
112. to determine coverage in Call Maintenance 11 1 1 1 and RMA Maintenance 11 7 1 1 From this viewpoint a service contract is a unique document that ties together Coverage information from the contract type Customer and end user records tems to be supported Contract Design Of the three common features of contracts contract types customers and end users and items contract types are applied in the same way to all contracts Similarly a contract can be associated with only one customer However the way you view items and end users can vary As you design a contract you must make a fundamental choice regarding the relationship between items and end users Contracts can be viewed in two ways A collection of end users with items requiring coverage A collection of items each with one or more associated end users Service Contracts 235 Figure 8 1 illustrates the relationships between components using these two different designs Fig 8 1 Contract Designs Contract Header J d Contract Header End User End User End User A 0000 0000 0000 End User Item Detail Item End Users No 0000 90000 0000 Item End User Detail Item End Users Yes You determine contract design by your choice of Yes or No for the Item End Users field in the contract header Contracts created with Item End Users set to No are referred to as contracts in e
113. to prevent breakdown or serious problems with an item In preventive maintenance calls are created according to a predetermined regular schedule During the PM call a service technician performs services on an item already in the installed base These services typically involve cleaning diagnostic checking and replacement of consumable items such as inks lubricants toner cartridges and high failure parts Preventive maintenance is essential in some industries such as aircraft maintenance and has become standard in others such as business copiers Without preventive maintenance the traditional service contract is more or less an insurance policy an agreement protecting the customer when something goes wrong with a product With preventive maintenance the service contract becomes a tool for managing an ongoing service relationship involving regular service engineer visits Service contracts offer full preventive maintenance scheduling Setting Up PM Scheduling Preventive maintenance scheduling is part of Contract Maintenance 11 5 13 1 and requires a new or existing service contract How scheduling occurs depends on the value of Item End Users on the contract When Item End Users is No you can create schedules for each end user on the contract for individual line items on the contract or for a combination of the two When Item End Users is Yes only item schedules can be created PM Scheduling 337 End User Schedule
114. to repair it Uo dating the Manually with Installed Base Installed Base Item Maintenance z pas Posting invoices Posting invoices ned for n Issues for sales orders ns and Receipts Call Maintenance and Call Activity Recording Installed Base Item Maintenance Use Installed Base Item Maintenance 11 3 1 to enter new items directly into the installed base This function is particularly helpful for companies that manually add items and configurations to the installed base FAQAD Installed Base 53 Example A company has sold products for several years before implementing the Service Support Management module They have perhaps several thousand units in the field without corresponding installed base records They have a choice either backfill the installed base as end users call with questions and problems or enter installed base records from existing sales order or service contract records Other typical uses for Installed Base Item Maintenance include Extending the warranty expiration date Changing the revision level of the item Entering and updating preventive maintenance PM dates and setting the interval between last next PM dates Deleting obsolete records If an open call a call that has been moved to history or an unexpired service quote or contract references an installed base record you cannot delete it Fig 2 17 Installed Base Item Maintenance Inetaliad Base Item End User Address Maintenan
115. value it is most often to a date earlier than the current one If you set the date ahead service coverage for the From End User might not be valid and warranty coverage for the To End User is not valid until the install date Recalculating Coverage If you are moving an item with warranty coverage the coverage may no longer be appropriate for the new end user Specify Yes to Recalculate Coverage to choose coverage options Installed Item Move From End User 10010003 To End User 1001005 Reliable Center Reliable Central Pur Move Date 07 23 2002 Recalculate Coverage Clear Warranty Coverage New Warranty Type IP Install Date Recalculate Warranty End You can clear the warranty coverage for the new end user Or you can modify the coverage by specifying an alternate warranty and installation date and by requesting the system to recalculate the warranty end date for the item based on the new install date Selecting Items to Move Next a lookup displays the parent level installed base items for the From End User Only top level items display since they are the ones you usually move Select the items you want to move An asterisk in the leftmost column indicates selection Press Go to move the items and their components to the To End User Installed Base 75 Fig 2 26 PNET TA ae ee alled Item Move Installed Item From End User 10010003 To End User 1001005 Move 11 3 13 Reliable Center Reliab
116. when they execute a program Use Service Support User Preferences ioe eng 11 21 23 to enter values for individual users Users must have been Rules on previously defined in User Maintenance 36 3 18 page 362 for details on how default setti Note For more control apply system security so only managers can set E d PES up user preferences Service Support User Preferences Fig 3 14 Service Support User ID jrh jim houp User Preferences 11 21 23 Queue Managerii Escalation Defa Call Que Quote Queue te Call Time Window Call Structure Window O Call Priority 50 User ID Enter a user ID defined in User Maintenance 36 3 18 You do not have to be logged in as the user managers can set appropriate defaults and restrict users from changing them Queue Manager 0 1 2 3 Controls the sort criteria for calls displayed in the Call Queue Manager 11 1 6 and overrides the value in Call Management Control 0 zero Displays calls by next date and next time Pivot sorts by end user FAQAD 118 QAD 2007 User Guide Service Support Management Tip Use Escalation Maintenance 11 1 13 1 to setup escalation codes Tip Use Call Queue Maintenance 11 1 21 7 to setup call queues FAQAD 1 Groups calls by the Assigned engineer field then response priority Pivot sorts by Queue 2 Sorts by the Assigned engineer field Pivot sorts by end user 3 Sorts by the Area fie
117. www gad com For QAD 2007 users with a QAD Web account product documentation is available for viewing or downloading at http support qad com You can register fora QAD Web account by accessing the Web site and clicking the Accounts link at the top of the screen Your customer ID number is required Access to certain areas is dependent on the type of agreement you have with QAD Most user documentation is available in two formats Portable document format PDF PDF files can be downloaded from the QAD Web site to your computer You can view them with the free Adobe Acrobat Reader A link for downloading this program is also available on the QAD Web site HTML You can view user documentation through your Web browser The documents include search tools for easily locating topics of interest Features of ServiceLinQ also include an online searchable solution database to help answer questions about setting up and using QAD products Additionally the site has information about training classes and other services that can help you learn about QAD products FAQAD 4 QAD 2007 User Guide Service Support Management Conventions QAD 2007 1s available in several interfaces the NET User Interface Desktop Web browser Windows and character To standardize presentation the documentation uses the following conventions QAD 2007 screen captures show the Desktop interface References to keyboard commands are generic
118. 0 When a quote is finalized you can release it as an active service contract Until released it is only a working document and has no financial impact Releasing the Quote After you create a quote you can release it to a contract using Contract Quote Release to Contract 11 5 1 5 To do this Release to Contract must be Yes in the quote header You can release all lines on a quote to a contract or release lines by range of end user However unlike sales quotes you cannot release a line more than once After release the quote remains in the system until deleted RQAD 308 QAD 2007 User Guide Service Support Management FAQAD When a quote is released The system updates the quote with the contract number created The new contract references the quote number If the quote includes one or more preventive maintenance PM schedules for end users or lines they are copied to the contract If Create PM Calls is Yes in Contract Control the system creates calls for the first scheduled PM visits A number of conditions cause errors during the release process If any quote line overlaps an existing contract the quote cannot be released You need to fix the erroneous line before releasing the quote A quote cannot be released if it has a non blank Action Status If Credit Hold Option is 2 in Service Management Control and the customer on the quote is on credit hold an error displays If you defined the customer on th
119. 0 Limit Detail Pram 2 2 24 sascha cadera ota sde aw oda gales 192 Warranty Types sec nsu cee ee ts hee Che EVER rh ER ee wae e 193 What Is a Warranty 0 sint eni Ceni T EEE E nee 194 Setting Up Warranties in the Installed Base 194 Tailoring Warranties by Type of User 0 005 195 Warranty Coverage Levels 0 ee eee eee eee 196 Deleting Warranties 0 0 eee eee eee eee 196 Warranty Effects ccs eene red hada ad 196 Warranty Type Maintenance 0 eee eee eee 198 viii QAD 2007 User Guide Service Support Management Chapter6 Automatic Pricing llle 199 Other QAD 2007 Pricing seeeleee RII 200 SO SQ RMA Issues Pricing Menu 00 0 0 eee eee eee 200 PO RTS Sched RMA Credit Pricing Menu 04 200 service Price Lists used pep ag be 6e wa Glands ela 201 Implementation Issues ssseeeee A 201 Common Attributes of Price Lists 00000005 201 Contract Price Lists esot noe ck bee iila eR br ER RE ES rir es 204 Aqnount TYPO uua eae bee boe Dee Pe Da ha ct 204 Prices for Additional Charges sleleleeeeeeees 205 Repair Price Lists os essc een ee us le pira e etie PRAE e ES ee ee 206 Pricing for Repair Items occ 0 0 0 ee eee serite 206 Labor Expense Pricing for CAR 0 0 cece eee eee 209 Expense Cost Lists uie eres e tut etae byte expe wey ale buie 211 Field Validation
120. 000 Y Y Installed Item A Installed Item A Installed Item B Serial No Serial No 112993 1 112993 2 Serial No 112996 5 Installed Base When the installed base is updated from sales orders the customer is the sold to address in Sales Order Maintenance If you do not sell directly to customers but market your products through retail outlets you can define a single customer record to use as a place holder in this relationship End users are the people who most often use an item request maintenance for it and report problems When the installed base is updated from sales orders the end user is the ship to address in Sales Order Maintenance 7 1 1 The end user is not necessarily the customer Installed Base 21 Each customer can have many end users but a given end user is linked to only one customer Typically the end user possesses the item even though it might have been purchased by the main office Example A parent company buys a forklift and ships it to a warehouse The parent company is the customer The warehouse is the end user The warehouse did not buy the forklift but uses it at that location Someone at the warehouse usually reports service problems In QAD 2007 a customer can also be the end user but an end user cannot exist by itself it must be linked to a valid customer record The end user is always connected to the customer who purchased the item that the end user possesses
121. 03 500 00 0 00 0 00 100 When an end user is specified limit consumption for that end user only is listed in the output In this case no consumption for contract wide limits displays since these limits are not associated with an end user When an end user is specified limit amounts are expressed in the end b For details see gt Multicurrency user s currency sad Tuum Bae Ne Amounts on This inquiry shows limits at all levels of a contract The limit frame title page 252 identifies the kind of limit contract end user default item default and detail e The kind of limit displays under the Limit Qualifier heading This can be an invoice sort a work code and service category combination or a limit set for the total Total Limits The limit amount displays in the Amount column Contract and default item limits are in the contract currency End user and detail item limits are in the end user currency FAQAD 248 QAD 2007 User Guide Service Support Management The Used column displays amounts recorded in Call Activity Recording but not yet consumed through invoice post These amounts are subject to change For example modifying the covered amount or the charge code in CAR may change the amount the system uses against this limit The Consumed column displays amounts posted against this limit by call invoices The Cv column displays the level of coverage for this coverage limit Limits Consumption R
122. 1 1 19 1 and Total Calls by Queue Inquiry 11 1 19 2 The system compares Date From with the call open date relative to the end user s time zone Multiple Time Zones 149 Recording Call Activity Call Activity Recording and Call Invoice Recording are both affected by activating MTZ In general as in Call Maintenance most call dates and times are relative to the end user s time zone The exception is the tax date Since it is related to tax tables used system wide it is not converted to the end user s time zone It remains relative to the server time zone like other tax dates in the system The time zone of the call s end user appears at the top right hand corner of the CAR header frame The system bases pricing charge codes and limits processing on the call open date relative to the end user s time zone It uses the same logic to search for effective dates on BOMs and routings The labor start date and time and end time on the Labor Expense Detail frame are relative to the end user s time zone If the Dates field in the Call Line Status frame is Yes the Display Time Zone selection list lets you specify a time zone to use This is because the engineer actually doing the work on the call or a clerical support person somewhere else could be entering these dates and times The Complete Date is an exception Since no time is associated with the date it is relative to the end user s time zone regardless of the display time zone y
123. 1 1 378 11 1 1 3 372 11 1 1 5 417 11 1 1 7 429 11 1 1 10 426 11 1 1 15 522 11 1 1 21 417 11 1 1 22 428 11 1 1 23 417 428 11 1 6 404 11 1 8 407 409 11 1 13 1 558 11 1 13 13 561 11 1 13 24 762 11 1 15 1 606 11 1 15 7 604 11 1 15 10 605 11 1 15 13 609 11 1 15 24 764 11 1 21 1 354 11 1 21 4 355 Index 11 1 21 7 356 11 1 21 10 360 11 1 24 751 11 3 1 52 11 3 7 43 58 11 3 9 50 11 3 12 1 68 11 3 12 23 72 11 3 13 74 11 3 15 198 11 3 21 76 11 3 22 2 38 11 3 22 3 38 11 3 22 24 38 11 5 1 1 307 11 5 1 5 307 11 5 7 255 11 5 10 186 11 5 13 1 264 11 5 13 6 299 11 5 13 8 303 11 5 13 10 304 11 5 13 21 1 331 11 5 13 21 2 331 11 5 13 21 4 247 11 5 13 21 5 248 11 5 13 23 306 11 5 18 1 311 11 5 18 13 322 323 11 5 18 15 325 326 11 5 18 18 327 11 5 18 19 329 330 11 5 18 21 319 11 5 18 22 321 11 5 18 23 321 11 5 24 765 11 7 1 1 700 707 11 7 3 1 737 FAQAD QAD 2007 User Guide Service Support Management 11 7 13 13 667 11 7 24 682 777 11 9 1 24 11 9 24 42 783 11 11 1 619 625 11 11 2 637 11 11 4 639 11 11 5 639 11 11 6 640 11 11 8 654 11 11 9 658 11 11 11 648 11 11 13 649 11 13 1 153 568 11 13 4 567 11 13 5 571 11 13 9 577 11 13 15 1 573 11 13 15 2 580 11 13 15 4 575 11 13 15 8 394 585 11 13 15 9 155 590 11 13 15 10 590 11 13 15 11 591 11 13 15 17 573 11 13 15 24 787 11 13 17 24 791 11 15 1 598 11 15 5 599 11 15 9 599 11 17 1 213 11 17 4 217 11 19 1 668 11 19 5 668 11 19 8 677 11 1
124. 1 1 44 100 usd YR 05 01 02 04 30 03 1476 250 1226 Contract Total 1476 250 1226 Report Total 1476 250 1226 Contract Billing 333 Contract 110 has one item for a monthly amount of 123 00 The total billed for this contract is 1476 00 12 months in advance This is indicated by the YR billing cycle code Cyc column on the report The contract begins coverage on 05 01 02 Begin and ends coverage on 04 30 00 End Using 07 01 02 as its base date the Start Date specified when the report was run the report program performs the calculations listed in Table 9 3 Table 9 3 Calculated Amount Results Calculating Deferred Income Contract Total Amount Billed Billed 365 days Daily Amount Covered Days Base Date Begin Date Realized Covered Days Daily Amount Deferred Billed Realized Using the actual values from the sample report Table 9 4 shows the calculations Table 9 4 Calculated Amount Results Actual Amounts Deferred Income 7 Amounts Contract Total Amount Billed 1476 00 Billed 365 days Daily Amount 4 04 Covered Days Base Date Begin Date 182 942 62 Realized Covered Days Daily Amount 4 04 62 250 00 Deferred Billed Realized 1476 00 250 00 FAQAD 334 QAD 2007 User Guide Service Support Management FAQAD 336 QAD 2007 User Guide Service Support Management FAQAD Business Background Preventive maintenance PM is managed service that attempts
125. 1 21 22 1 FAQAD Multiple Time Zones Maintenance Use Multiple Time Zones Maintenance 11 21 22 1 to define and modify time zones Note Multiple Time Zones Startup Utility creates sample data upon which you can base your own time zones This program supports two ways of setting up a time zone In the simplest format you can base a time zone on an offset from GMT The system can also track daylight savings time adjustments from a baseline you set If you choose the second approach you must specify when the change in time occurs You can also use effective dates with time zone information if the start and end points for daylight savings time only apply for a range of years After you define the time zones you can generate reports with Multiple Time Zones Inquiry 11 21 22 2 and Multiple Time Zones Report 11 21 22 3 A time zone lookup displays on the time zone field throughout service functions Because of size restrictions this lookup displays only the standard GMT offset for the time zone even if you defined it with adjusted periods Figure 4 6 illustrates Multiple Time Zones Maintenance Multiple Time Zones Maintenance Time Zone PST PDT Description Pacific Time North America Auto Period Adjust Of Time Zone Detail Time Period Std P Standard Time Start Year End Year GMT Offset Start Period Weekday 1980 9999 08 00 10 25 ak Time Zone Enter an eight character label identifying a time zone M
126. 4 BOM type 665 Call Activity Recording 667 call creation 666 call quotes 667 copying 676 creating 668 installation 50 PM 49 repair 48 RMA Release to Work Order 667 service category coverage limits 176 definition 91 expenses 93 items 93 labor 93 Service Item Maintenance 47 use of 91 Service Category Maintenance 92 tax data elements 224 service contract See contract service group call default 361 price list 207 Service Item Maintenance 47 Service Item by Site Maintenance 50 Service Item Maintenance 43 installation BOM 50 installation call 46 RQAD QAD 2007 User Guide Service Support Management installation routing 50 model 46 PM BOM 49 PM days 46 PM routing 49 repair BOM 48 repair routing 49 Repairable field 46 service category 47 service group 47 service structure data 47 supplier warranty 45 System Type field 748 usage code 47 Service Management Control Database Time Zone field 750 effect on installed base 35 Installed Base History field 37 749 Items in Installed Base 381 Items In Installed Base field 771 Items Must Exist 381 Multiple Time Zones field 750 Ship to Installed Base field 749 System Level 41 44 55 381 748 Service Price List Copy 217 Service Pricing Maintenance 213 service product structure See service BOM Service Request Control 764 Service Request Maintenance 606 Service Request Queue Manager 609 service requests 601 610 delete archive 610 linking to call 602
127. 7 available to promise calculation in MOs 615 635 B Back Order Advice 644 backlog material order report 648 billing arrears 272 310 314 calls 516 contracts 309 correcting 326 cycles 311 end user or customer 314 periods 312 prorating 313 return material authorization 702 summarized 315 Billing Cycle Code Maintenance 311 Billing Date Correction 329 330 Billing Release to Invoice 322 323 Billing Reversal Maintenance 327 blanket contract 257 270 BOM Code Maintenance 668 BOM type 342 665 BOM See service BOM booking history RMAs 685 C calendar days in escalations 562 calendars engineer 590 call Index assigning engineer 387 BOM code 397 calculating next event 375 canceling 417 effects of 418 requirements for 418 closing 414 effects of 414 requirements for 415 completing 411 requirements for 412 413 coverage 374 creating end user from 33 34 383 currency 373 default call service type 363 defaults 357 category 360 pop up in Call Maintenance 385 effect of recording activity 369 end user message 27 engineer scheduling 392 estimated length 391 from unknown users 364 hours of coverage 375 installation 46 installed base 409 installed base update 64 moving to history 417 next status 354 next status date time 389 paging engineer 398 PM 408 PM scheduled 341 price list 206 service type 188 priority 388 end user 26 user preferences 118 priority of defaults 362 putting on hold 419 queue user prefer
128. 738 exchanges 100 Call Activity Recording 472 return status 102 unit of measure 100 207 473 expense costlists 211 due employees account 545 service account 544 expensed MO 623 FAQAD expired call quotes 428 Expired Quote Move to History 428 F fault code call 398 RMA 726 field engineer 569 field notification 66 generating call 70 Field Notification Delete Archive 72 Field Notification Maintenance 68 field replaceable unit FRU 45 Figure 126 fixed prices 489 invoice sort 87 taxes for 225 449 work code 85 FRU See field replaceable unit fsgroup 559 fsskill 387 571 fstzcon p 160 G Generalized Codes Maintenance service codes 119 generating calls 409 Global Tax Management GTM Service Support module 225 GMT See Greenwich Mean Time GMT good return status 101 Greenwich Mean Time GMT 139 groups engineers 569 service 47 H history active call 372 installed base 37 moving call quote to 428 moving call to 417 RMA 685 holidays area 599 calculating availability for 584 coverage on schedule 574 engineer 573 hours of coverage 169 375 l installation BOM 50 call 46 routing 50 installed base 19 77 as built configurations 39 business considerations 21 Call Activity Recording 64 474 Call Maintenance 64 calls for items 66 generating calls for 409 history records 37 Invoice Post report 62 ISB Unit Quantity 41 loading structure 747 location 57 723 marketing letter 75 memo items in 36
129. 9 13 673 11 19 17 670 11 19 20 676 11 19 21 674 11 21 1 84 11 21 5 88 11 21 9 92 11 21 13 98 11 21 17 102 11 21 21 1 104 11 21 21 5 107 109 11 21 21 9 111 11 21 21 13 114 11 21 22 1 138 11 21 22 20 133 11 21 22 22 136 11 21 22 24 130 FAQAD 11 21 23 117 156 11 24 35 11 25 1 795 11 25 3 794 11 25 6 587 16 3 4 547 16 3 5 547 A accounts deferred revenue 318 inventory 548 sales 549 accrual RMA issue lines 699 accrued revenue Contract Control setting 772 managing 317 recognizing 319 action status contract 289 MO 627 RMA 704 additional charges contract 255 amount type 255 displaying contract wide 776 displaying end user 775 price lists 205 pricing 251 allocations Call Activity Recording 461 503 Call Quote Maintenance 425 EMT MO items 616 material orders 625 630 637 return material authorization RMA 685 RMA Maintenance 684 amount type 203 216 255 archive delete calls 417 contracts 306 field notifications 72 revenue records 321 service requests 610 area 595 600 defining 598 deleting 598 end user 28 engineer 569 holidays 599 location 597 points 580 site 597 structure 599 type 598 Area Holiday Maintenance 599 Area Maintenance 28 598 Area Structure Maintenance 599 arrears billing in 272 310 314 as built configurations 39 At Supplier Site 733 auto renew contracts 279 304 end user 30 automatic loading BOM routing in CAR 444 locations 97 availability of engineer 393 status 56
130. Activity Recording the system can create an ISB record when the call is closed You can decide per line item which items to add to the installed base If activity is recorded the ISB record is created in CAR rather than at call closure Engineer transactions for the call are closed Call Management 415 If the call was generated as part of the PM scheduling sequence in Contract Maintenance and Create PM Calls is Yes in Contract Control the system generates a new PM call It is scheduled for the next open date on the contract s PM schedule If the install work code is associated with the call the system sets the installation date next PM date warranty duration and warranty expiration based on the call closure date and time The system clears the call next status field as well as the next status date and time since no more activity is expected for this call In addition the call close date and time are set Differences Between Complete and Closed Both complete and closed can mean you are done with a call except for creating the invoice Complete is much less final than closed You can close a call with no intention of creating an invoice However to be complete invoiced or invoiceable reports must exist on the call Some other differences include MOs can be open for a complete call but not for a closed call Closed calls can be archived and deleted Requirements to Close a Call The system makes checks at thr
131. Amounts from call RMA and contract invoices 28 Accounts Payable RTS payables 3 Cash Management Service invoices for Cash Flow Projection Report 36 Manager Functions System accounts generalized codes language codes security printer setup batch processing SSM s specific interactions with other QAD 2007 modules are discussed in the relevant sections of this User Guide FAQAD Implementi Service Item 20 QAD 2007 User Guide Service Support Management Fig 2 1 Installed Base Records FAQAD Understanding Basic Terms The installed base is a repository of information about items and the organizations that own and use them An installed base record links three essential elements an item the customer who purchased it and an end user It also maintains details about an item including serial number installation date warranty coverage and how often maintenance is required The customer is the organization that purchased the item and represents the parent record to which end users and installed items relate Each end user must be linked to a customer and in turn each installed item must be linked to an end user As shown in Figure 2 1 the customer can also be an end user Universal Industries of Los Angeles Customer 1005000 Y Y Universal Industries of Chicago End User 1005A Universal Industries of Los Angeles End User 1005
132. Attention John Smith Regarding Item 19000 Description Electrical Generator Model 43 12 Serial MT137 The warranty on your electrical generator expires on July 1 1999 Our company offers an excellent service contract that will extend warranty coverage at a very reasonable price FAQAD 78 QAD 2007 User Guide Service Support Management FAQAD Chapter 3 Service Setup To implement the Service Support Management SSM module plan carefully and consider in detail your business needs and requirements and how they map to functions in SSM This chapter concentrates on the setup functions in the Service Support Setup menu 11 21 and includes a list of generalized codes used in service functions Service activity uses the codes this chapter introduces to direct and manage the flow of charges and credits Call Activity Recording especially relies on codes They also define service limits Overview 80 Work Codes 82 Invoice Sort Codes 85 Service Categories 91 Default Sites and Locations 94 Return Status 99 Charge and Revenue Management 103 User Preferences 117 Generalized Codes for Service 119 80 QAD 2007 User Guide Service Support Management b See Chapter 23 Control Programs on page 745 for details on control program settings and their effects FAQAD Overview The codes discussed in this chapter support recording engineer activity applying charges and tracking inventory effects
133. Depending on the function the system either creates an installed base enduser record in the background or supplies a default you can change ISB Unit Quantity The system reviews this field when it adds items to the installed base when you post sales orders or RMAs close calls or record activity in Call Activity Recording The field is effective only when Installed Base is Yes and the item is not serial number controlled Records for serialized items always have a quantity of 1 No The system creates one installed base record for multiple items on a line using the line item quantity Yes Each installed base record has a quantity of one If a given sales order or RMA shipped more than one item or a call line contains more than one item the system creates multiple installed base records each with the same item number and lot but with a different installed base reference number Coverage S C N Indicate whether the same warranty covers both the parent item and components of this item If S subassemblies covered the same warranty covers the finished product and its lower level subassemblies If C covered this warranty covers only this item You can associate different warranty information with separate installed items for each of the components If N not covered there is no warranty coverage Supplier Warranty A reference only field indicating whether this item normally comes with a supplier warranty Yes ind
134. Detail Line Items Line item details quantity serial and ref price billing cycle start end dates Line item tax details Line item limits Line item comments Line item preventive maintenance schedule The basic flow for contracts when Item End Users is Yes is the following 1 FAQAD Enter the contract header Specify the contract type and other header defaults When you complete the header the contract is stored in the database even if you do not enter any line items If Contract Limits is Yes in Contract Control optionally copy contract type limits to the contract header Enter header transaction comments Specify a default item on this contract and supply item default information If Contract Limits is Yes in Contract Control optionally copy contract type or contract header limits to the default item Service Contracts 291 6 Specify an end user who owns specific instances of this item and supply default end user information 7 Create detailed line items for this end user 8 IfContract Limits is Yes in Contract Control optionally copy contract type contract header or default item limits to the line 9 Enter line item comments 10 View and modify item preventive maintenance PM schedule Repeat steps 7 through 10 until all instances of this item are added for this end user Repeat lines 6 through 10 until all end users who own this item are added Repeat steps 4 through 10 until all items are added to t
135. EDT tel New Server Time Zone Update Engineers Users Yes Update vs Output Batch ID Current Server Time Zone Displays the time zone you specified for the database server machine New Server Time Zone Enter the time zone where the server resides This must be a valid time zone in Multiple Time Zones Maintenance The utility converts the times in Current Server Time Zone to the one in New Server Time Zone Update Engineers Users When you create an engineer record the time zone defaults from the server time zone If your engineers are moving to correspond to the new location of the server machine you can have the utility update engineer time zones Yes The utility updates each engineer record with a time zone matching the current server time zone so that it matches the new server time zone No Only call time information is updated Update Indicates whether the utility should be report only or make changes to the database No Leave the database records unchanged and generate a report Tip listing the records affected The report indicates how many call ce mcus records the system must change to reflect the change in server time set to No before zone actually making changes Yes Modify the selected server time zone related call dates and times and optionally engineer records FAQAD 138 QAD 2007 User Guide Service Support Management Fig 4 6 Multiple Time Zones Maintenance 1
136. FAQAD 144 QAD 2007 User Guide Service Support Management Fig 4 10 Effect of MTZ in Call Maintenance Deer Selection Travel and Call is taken in Call ID CA103 Call Date 07 24 2002 Time 14 24 A Serial S 100 0334 Estimated Time a different time Endte oriit Time Zone PST PDT Colossal Conglomerat Frame zone than the Item Number 10 10000 Ref 0 OASIS TM COOLING SYST end user s Contract Service Type STANDARL Area AMERICAS Start Date Install Date Evanston IL 090876 End Date Warranty End Response 0 PO Number Comments These fields CNEETYNCERI MERE display only Estimated Length HEMT Event Date 07 24 2002 Event 14 34 when MTZ is Travel Distanc MT Current Date 07 24 2002 Time 17 36 active Travel Timi L Current TZ EST EDT o o0 In this example the three hour difference between and PST PDT EST EDT is apparent when comparing the Event Time and Current Time values Override Scheduling Options Pop up See Defining If you use engineer scheduling and MTZ is active Call Maintenance is ME affected If Override Scheduling Options is Yes in Engineer Schedule page 578 for Control you can modify the Limit by Time Zone and Range of Hours to details Consider fields in the scheduling options pop up Otherwise these fields do not display Fig 4 11 Override Override Scheduling Options Scheduling Options Limit by Availability i Po U Limit by Service Area O P P Limit by Problem Skill Limit by Time
137. FAQAD 406 QAD 2007 User Guide Service Support Management Fig 11 34 Updating a Call in the Queue Manager Tip A call dispatcher is responsible for monitoring calls FAQAD Not displaying search criteria leaves more room for calls Call Queue Manager U uy BE VO ORG TELA 3E B Calls Call ID Pri Status Queue Assigned End User Nxt Date Time PO Number Area Customer Work Cd H caro 35 NEW CUSTOMER pkh 10010001 07 23 02 12 45 1001000 TECH CA103 80 NEW CUSTOMER PRH 01000000 07 25 02 17 24 AMERICAS 01000000 TECH 2468 80 NEW Customer PKH D1000000 08 01 02 14 14 AMERICAS 01000000 Tech A subset of call details can be changed when Call Maint is set m Call ID Pri Status Queue to No i CALOL Update Call Assigned Prob Nxt Date Time From this frame you can change call priority status queue assigned engineer problem code and next date and time A call dispatcher can use this feature to redirect the calls and assign them to appropriate engineers Note In Figure 11 34 the search criteria are not displayed so that more calls are displayed Call Maint is Yes With this setting pressing Enter on a call in the list takes you directly to Call Maintenance providing full call editing functionality This setting is best suited to service engineers who must perform detailed editing of their calls The display in the Call Queue Manager is updated automatica
138. FYQAD QAD 2007 User Guide Volume 8A Service Support Management 78 0676A QAD Enterprise Applications 2007 September 2007 This document contains proprietary information that is protected by copyright and other intellectual property laws No part of this document may be reproduced translated or modified without the prior written consent of QAD Inc The information contained in this document is subject to change without notice QAD Inc provides this material as is and makes no warranty of any kind expressed or implied including but not limited to the implied warranties of merchantability and fitness for a particular purpose QAD Inc shall not be liable for errors contained herein or for incidental or consequential damages including lost profits in connection with the furnishing performance or use of this material whether based on warranty contract or other legal theory QAD and MFG PRO are registered trademarks of QAD Inc The QAD logo is a trademark of QAD Inc Designations used by other companies to distinguish their products are often claimed as trademarks In this document the product names appear in initial capital or all capital letters Contact the appropriate companies for more information regarding trademarks and registration Copyright 2007 by QAD Inc QAD Inc 100 Innovation Place Santa Barbara California 93108 Phone 805 684 6614 Fax 805 684 1890 http www qad com Contents About This Guide
139. For example if the invoice sort applies to expenses this description field might be General Expenses Label The string in this field appears in the Call Invoice Recording Billing Summary frame as the label for this invoice sort when you are using this language It displays in the position you define in the Display Order field RQAD 90 QAD 2007 User Guide Service Support Management Table 3 1 Sample Invoice Sort Codes Fig 3 3 Summary Frames in CIR b See Chapter 14 Call Invoice Recording on page 515 FAQAD Example in Call Invoice Recording To understand how invoice sorts appear in Call Invoice Recording consider this scenario A company sets up the invoice sort codes shown in Table 3 1 Label Display Order Type Detail LABOR 1 L No Expenses 2 E No Items 3 I No Fixed 4 E No The summary frames in Call Invoice Recording would look like Figure 3 3 Columns Charge Summary represent the three types of eatin invoice sorts Covered labor items project expenses Warranty Invoice sort labels display in order defined in Invoice Sort Maintenance Hours Cost Item Cost Exp Cost List Price B BH a BH o H n Detail field defaults from Invoice Sort Maintenance The Billing Summary frame displays the labels of the invoice sorts you specify in Invoice Sort Maintenance The Det column reflects the value for the Invoice Detail field Service Setup 91
140. Holidays 00 00 00 00 End User Type An optional code to group end users according to categories you define You can base warranty types on the end user type You might have one warranty for OEMs and another for distributors You cannot specify an end user type code if a version of the warranty with a blank type code does not already exist Duration Duration defines the default length of a warranty In service contract types the duration is measured in months in warranties the duration is measured in days In the installed base the system uses warranty duration to calculate a warranty expiration date Amount On contract types this field defines a value expressed in the system base currency indicating a limit on coverage You cannot update this field in Warranty Type Maintenance Service Pricing M Service Price List Copy 200 QAD 2007 User Guide Service Support Management FAQAD Other QAD 2007 Pricing You can define two kinds of price lists using the Price List and Discount Menu 1 10 Each price list structure applies to different functions For complete information about setting up and using these pricing structures refer to User Guide Volume 6 Master Data SO SQ RMA Issues Pricing Menu The price lists you define from the SO SQ RMA Issues Pricing Menu 1 10 1 determine prices in sales quote and sales order maintenance functions These price lists take advantage of a sophisticated coding schema that ena
141. If Print Call is Yes the system prompts you to enter an output device Call Print Output printer P When you print from Call Maintenance the system includes any BOMs and routings associated with the item in the output Call Queue Manager The Call Queue Manager 11 1 6 is a multipurpose tool for sorting and manipulating call records In busy support environments you usually need to view and edit calls according to preselected criteria For example a supervisor may scan calls by status service engineer or priority Call Queue Manager OQ erar see Search For Call Maint No Assigned Status Open Only No Prob Skill DIAG Severity Priority 9999 Type Queue Area End User Customer Work Code Calls Call ID Pri Status Queue Assigned End User Nxt Date PO Number Area Customer Work Cd 85 NEW CUSTOMER 10010001 07 23 02 1001000 TECH 20 NEW CUSTOMER PRH 01000000 07 25 02 AMERICAS 01000000 TECH 80 NEW Customer PRH 01000000 08 01 02 AMERICAS 01000000 Tech You can specify any number of search criteria for reviewing calls Note Selecting calls by work code can take noticeably longer than other selection criteria Keep this in mind when displaying a large number of calls When Multiple Time Zones is active you can select a display time zone to use when reviewing calls The next status date and time of each call display relative to the time zone selected Call Managemen
142. If you specify an invalid value a warning displays The data you are setting up has no application in the system unless you create this code later If you enter a value here CAR suggests the associated charge codes only when the type of the end user initiating the call matches Warranty Enter a charge code defined in Charge Code Maintenance with Warranty set to Yes CAR suggests the warranty charge code only if a warranty type is providing coverage Contract Enter a charge code defined in Charge Code Maintenance with Contract set to Yes CAR suggests the contract charge code only if a contract is providing coverage Covered Enter a charge code defined in Charge Code Maintenance with Covered set to Yes CAR suggests the covered charge code only if coverage for the call line is being provided by the default call service type or some other service type you enter Billable Enter a charge code defined in Charge Code Maintenance with Billable set to Yes CAR suggests the billable charge code when no coverage is provided by the current service type or service has consumed the limits on a contract Fixed Billable Enter a charge code defined in Charge Code Maintenance with Fixed Price Billable set to Yes CAR suggests the fixed billable charge code whenever you use a fixed price work code RQAD 116 QAD 2007 User Guide Service Support Management Fig 3 13 Sample Default Charge Code for Preferred Customer Table 3 5 Search Ord
143. Inquiry 11 1 1 9 The quote s expiration date displays relative to the end user s time zone Call Quote Print 11 1 1 10 The Time Zone Display pop up appears before the Output field and a field labeled Report TZ displays your choice When MTZ is active the system includes two fields labeled End User TZ and Report TZ output The system uses the display time zone you choose to convert the quote s open dates and times before displaying them and to interpret the Quote Date value Call Quote Release to Recording 11 1 1 11 You enter the Quote Date range and the Call Date value relative to the end user s time zone since the system uses Call Date to find default charge codes and limit coverage Copy Call Quote 11 1 1 12 The end user s time zone of the source quote appears at the top right of the header and is the time zone for the new quote You enter the Quote Date and Expire date values and they display relative to the end user s time zone RQAD 152 QAD 2007 User Guide Service Support Management b See page 54 for details about this function FAQAD Time Zones and the Installed Base Most dates and times in the installed base are relative to the end user s time zone both when Installed Base Item Maintenance 11 3 1 creates ISB records directly and when you create them as part of another service activity such as RMAs or calls Install Date Warranty Expiration Date Last PM Date and Next PM Date are among the fie
144. Item Totals 538 Items Repaired 532 Labor Expense Detail 537 Labor Expense Totals 535 trailer 542 trailer summary 532 invoice detail 517 invoice sort 90 modifying invoices 519 taxes 228 Call Maintenance 378 Availability frame 392 578 Availability frame with time zones 145 Call Defaults pop up 385 Call Engineer Schedule Maintenance frame 394 Call Info frame 386 Call Item frame 400 Call Update frame 398 Coverage Information frame 402 End User frame 383 End User Selection frame 383 Item Service Structure Detail frame 396 Override Scheduling Options pop up 144 392 Travel and Estimated Time frame 390 User Selection frame 380 Call Management Control 751 System Level on Calls 42 44 55 Call Print with History Report 417 Call Queue Maintenance 356 Call Queue Manager 404 display order 405 editing calls 405 time zones 150 Call Quote Maintenance 429 Contracts pop up 430 Item Selection frame 434 Quote Defaults pop up 430 Quote Header 431 Call Quote Release to Recording 426 call quotes defaults for 425 expiration of 428 life cycle 423 limits application 424 moving to history 428 overview 422 printing 427 relationship to CAR 422 releasing 426 calculating coverage 427 errors during 427 time zones 150 call setup 349 call defaults 357 call queue codes 355 call status codes 352 default call service type 363 type codes 355 Call Status Code Maintenance 354 call status codes cancel status 354 closed status 354 complete status 353
145. Labor 500 1 1 99 6 30 99 Labor 250 7 1 99 12 31 99 If 500 of service has not been recorded by 6 30 99 the unused amount does not carry over On 7 1 99 the system resets the accumulated amount to zero and allows only 250 Items returned for credit in Call Activity Recording do not affect limit consumption The system does not reverse consumption based on a credit Service Contracts 247 Viewing Contract Consumption History Two reports give you an overview of how limit amounts have been consumed Limits Consumption Inquiry The Limits Consumption Inquiry 11 5 13 21 4 displays consumption for limits selected by contract number customer order date and end user tssaliq p b 11 5 13 21 4 Limits Consumption Inquiry 07 25 02 Fig 8 3 Limits Number Customer Ordered On or After End User Output d 206 Sane Consumption Inquiry Number 206 Customer 10010001 Westwood Reliable Curr USD These limits End User Currency 11 5 13 21 4 t th Line Item Serial Ref a o tne Pp y Contract Limit entire Limit Qualifier Limit Amount Used Unposted Consumed amp Cv contract ETZXS 07 01 02 06 30 03 500 00 0 00 0 00 100 Number 206 Customer 10010001 Westwood Reliable Curr USD eos End User 10010001 Currency USD These limits Line Item Serial Ref 0 apply to End User Default Limit Limit Qualifier Limit Amount Used Unposted Consumed amp Cv eachend ser cpu Tot e CIR NT roe ku ood eve CU HIE user ITEMS 07 01 02 06 30
146. Limit by Service Area Limit by Problem Skill wu S Note Two additional options are available if MTZ is active Limit by Availability Defaults from Engineer Schedule Control and indicates whether the system should consider for scheduling only engineers with an available status and available hours or calls on the date being examined Limit by Service Area Defaults from Engineer Schedule Control and indicates whether the system should consider for scheduling only engineers with a service area that matches the area associated with the call Limit by Problem Skill Defaults from Engineer Schedule Control and indicates whether the system should consider for scheduling only engineers with a skill that matches the call problem Availability Frame If the Schedule field is Yes for this call and you have completed the setup required for engineer scheduling a pop up window displays where you can select one or more engineers You can assign more than one engineer to a call however only one is considered the call engineer This is the engineer code that displays in the Assigned field in the call header If you select multiple engineers for assignment and no one is currently assigned to the call the engineer with the highest point score is considered the call engineer To calculate availability the system follows these steps Call Management 393 1 Determines which engineers to include based on their availability status and the l
147. Monitor If you are not using escalations the system considers two factors when calculating the call s next status date and time The response time from the call s service type Response time is an agreed upon time within which you want to respond to a call from your customer The coverage hours defined for the call s service type These specify the days and hours your organization is open for service Example You take a call at 4 00 PM 16 00 hours with default coverage The default service type specifies a 4 hour response time Your coverage hours are 8 AM to 5 PM Monday through Friday If response time is simply added to the call event time a next status time of 8 PM 20 00 hours would be calculated This would create a problem since you are only open until 5 00 PM 17 00 hours Since the system knows your service coverage hours are only until 5 00 PM it schedules the next event three hours into the next business day If you are using escalations the calculation of next status date and time is y See Use determined by the days and time allowed in the status of the first ire ada i escalation step The Escalation Monitor also checks the Use Calendar page 562 Days in Escalation field to determine whether to use calendar days or work days in the calculation Multiple Sources of Call Coverage For each item on a call more than one source of coverage can exist and each can have different terms and conditions e A warra
148. Multiple Time Zones for details on the effect of MTZ FAQAD 180 QAD 2007 User Guide Service Support Management Table 5 4 Work Code Service Work Codes Categories with Blank Dates REPAIR INST PM Laborl Dates blank blank blank 100 100 100 3 Limit 1 000 2 000 1 000 E So Item1 Dates blank blank blank E 75 50 100 Limit 750 500 750 E Expensel Dates blank blank blank 50 0 100 Limit 500 0 500 The coverage defined in this table continues forever or until superseded by another contract In this case the service categories are not controlling coverage periods in the contract they are controlling only the percent of coverage and the limits Effective Dates Example 2 You can define coverage effective dates percentages and limit amounts for each service category under a work code Table 5 5 illustrates limit data for two years You might use a contract type like this for a two year contract or to have the system apply next year s limits when this year s contract expires FAQAD Contract and Warranty Types 181 Work Codes REPAIR INST PM Labor Dates 1 02 12 02 1 02 12 02 1 02 12 02 100 100 100 Limit 1 000 2 000 1 000 Dates 1 03 12 03 1 03 12 03 1 03 12 03 75 75 75 Limit 1 000 2 000 1 000 lem Dates 1 02 12 02 1 02 12 02 1 02 12 02 t 75 50 100 E Limit 750 500 750 E Dates 1 03 12 03 1 03 12 03 1 03 12 03 t 50 25 75
149. QAD Call Management 371 Figure 11 13 illustrates the addition of the report level below the call line item Each line can have one or more reports Fig 11 13 Call Header Line Call Header Items and Reports Call dates End user data Header service type Call data status queue type work code priority site Comments Call Line Items Item data number serial ref quantity Service BOM and routing Line comments Line service type Line data work code site engineer product line Item Reports Status Labor and expense detail Items consumed After a report has been created for a call line item you cannot modify many of the fields associated with the line This is true in CAR and in Call Maintenance since they update the same record The end user on the call Contract coverage is specific to end users and warranty can be based on end user type The end user also determines the call s customer and default bill to in Call Activity Recording The item number serial and reference which define the item being repaired The system uses this information to calculate the service type and applicable coverage limits as well as the default BOM and routing for service activity The quantity of the item The system multiplies the operation run time and item quantity on the service BOM and routing by the quantity of the item being serviced and also used in installed
150. RP from considering inventory as on hand If most of your returns can be put into usable stock with little or no repair make this inventory location nettable You usually set scrap and repair locations to non nettable If automatic locations are not enabled for a site the system verifies that the location exists Inventory Transactions Return locations return scrap and repair must allow inventory transfers ISS TR and receipts RCT TR as well as unplanned receipts RCT UNP RQAD 98 QAD 2007 User Guide Service Support Management Fig 3 6 Default Site Maintenance 11 21 13 FAQAD The spares location must allow inventory transfers and issues to work orders ISS WO Default Site Maintenance Use Default Site Maintenance to create and maintain default sites Default Site Maintenance Prod Line Service Group Work Code Item Number Description Return Site Scrap Site 10000 Return Location Scrap Location SCRAP P Spares Site o f Repair Si P Spares Location f Repair Location The product line service group work code item and area in the first frame are keys for locating site defaults The system uses defaults when the specified values match You cannot specify both product line and item at the same time Table 3 2 lists valid key field combinations Description Enter up to 24 characters describing this set of defaults This field is for reference only Return Site Location The sy
151. Release to Invoice 11 5 18 13 illustrated in Figure 9 3 However it is best to bill all cycles together Enter a date in the Contracts Due Until field Select a date greater than or equal to the date to be billed 02 Last Due Date Billed 07 31 2002 This field is Date Last Billed 07 25 2002 Service Contract P To F normally left A EE blank but you Enduser P to Pe can create invoices _ based on the Update billing cycle Fent mogor gi Copy Edited Tax Output Batch ID o0 Period Based Billing When this field is No the system creates contract invoices for periods determined by the billing cycle that begin with the contract start date With this setting the system bills a year long contract with a start date of January 15 and a monthly billing cycle on January 15 February 15 March 15 and so on This example assumes Bill in Arrears is No If Period Based Billing is No the system takes into account the length of the month when the contract start date is at or near the end of a month For example the system bills a contract that started on January 31 on January 31 February 28 except leap years March 31 and April 30 A contract starting on April 30 would be billed on April 30 and May 31 not May 30 since the system knows that April 30 is the last day of the month for April corresponding to May 31 in May Contract Billing 313 When Period Based Billing is Yes the system invoices on the first day o
152. Repairable is not Yes for the current item a warning displays when you specify a repair routing Repair Supplier Identifies the supplier of repair parts This field is for reference only PM BOM Enter a service structure defined in Service Structure Maintenance 11 19 5 This BOM code defines the items an engineer typically uses during preventive maintenance of this item The system uses the PM BOM when it creates a call with the PM work code A printed call can include the items on the BOM in the form of a list of items needed during the service activity You can also load the items on the BOM into the Item Usage frame in Call Activity Recording and Call Quote Maintenance If Days between PM is zero for the current item a warning displays when you specify a PM BOM PM Routing Enter a service routing defined in Service Routing Maintenance 11 19 17 This code defines the normal sequence of steps an engineer takes during a PM visit The system uses it when it creates a call with the PM work code A printed call can include the operations on the routing in the form of a list of procedures to be executed during the service activity You can also load the operations on the routing into the Labor Expense Usage Installed Base 49 RQAD 50 QAD 2007 User Guide Service Support Management FAQAD frame in Call Activity Recording and Call Quote Maintenance If Days between PM is zero for the current item a warning displays when you
153. Sub Account Cost Center The system displays the Sales and Sales Discount Accounts for this contract line These fields can be modified only if Modify Sales Accounts is Yes in Contract Control Sales and Discount Project Enter an optional code identifying the GL project associated with the sales and sales discount amounts for this contract line These fields default from the header The sales and discount projects are typically the same The sales and sales discount projects default to the same fields in Call Activity Recording when service is provided for this item If Verify GL Accounts is Yes in System Account Control the system verifies that the project exists and is active and that it is valid with the other sales account components RQAD 284 QAD 2007 User Guide Service Support Management P See Scheduling Visits for a Line Item on page 338 b See Header Coverage Limits on page 276 See Figure 10 5 on page 342 gt See Contract Additional Charges on page 255 FAQAD Preventive Maintenance Deiail If PM Item is Yes a preventive maintenance detail pop up displays It shows the default number of visits for the end user You can change the value for this line item Coniract Accounts Pop Up If Display Contract Accounts is Yes in Contract Control a pop up window displays the Sales and Sales Discount accounts and cost centers being used and lets you modify them Item Detail Coverage Lim
154. Table 4 5 Input Parameters for fstzcon p FAQAD Field Name Description egd_start_time 8 Engineer detail schedule start shift time egd_end_time 8 Engineer detail schedule end shift time egw_st_time Engineer availability start shift time egw_end_time Engineer availability end shift time egw_week Engineer availability start of week date esh_start_eff Engineer master schedule start effective date esh_end_eff Engineer master schedule end effective date esh_start_time 8 Engineer master schedule start shift time esh_end_time 8 Engineer master schedule end shift time fsh_date Engineer or service area holiday date ocm_start_eff Engineer on call schedule start effective date ocm_end_eff Engineer on call schedule end effective date Date and time data in the fields listed in Table 4 4 reflect the server time zone The system stores and displays them without conversion Field Name Description ca_date time_stmp Call creation date time stamp cah_date time_stmp Call creation status history date time stamp chm_date time_stmp Call creation history date time stamp ca_tax_date Call tax effective date Converting Times The stzcon p utility converts times from one time zone to another using the four input parameters listed in Table 4 5 Parameter Description from date Input date
155. Target Price List Enter the code for the system to use as the destination of the information being copied The target and source price list can be the same In this case the system adds an ending effective date to the source list and a starting effective date to the target list If the target list is not the same as the source and does not exist you can create it If it does exist you can clear it or add to it Target Currency Enter the currency for the system to use on the target prices The source and target currency can be the same leave blank for the system to default the source currency If you are copying from one currency to another the system calculates and displays a default FAQAD 218 QAD 2007 User Guide Service Support Management FAQAD Currency Conv Factor using the exchange rate effective on the price list start date The system adjusts prices on the target list using the conversion factor you specify UM Unit of measure for the target prices The system copies only prices in this unit of measure from the source price list Leave blank to copy prices regardless of the unit of measure Work Code and To Enter a range of work codes for the system to use as selection criteria in choosing prices to copy Item Number and To Enter a range of item numbers for the system to use as selection criteria in choosing prices to copy Start Start date defaults to today s date and defines the start date for the new pricing
156. Telephone 619 223 1278 i 2 Ext Fax Telex 2 Language Taxes for Call Activity You can generate and review invoices for activity related to a call in Call Invoice Recording CIR You use standard sales order functions to print and post call invoices In many ways they resemble standard sales order invoices However call billing introduces another level of detail into the tax scenario The call line item is the equivalent of a sales order line item The call line can have beneath it any number of other records related to labor expense and item usage On a taxable call the tax status of each of these detail records can vary adding a layer of complexity to the recording process Note If a call line is not taxable the system ignores the tax setting for items expenses and labor and does not calculate tax It considers lower level settings only if a call line is taxable Where Are Taxes Edited Usually the individual who takes a call has more interest in recording the call problem and initiating an appropriate response than in tax details for the eventual billing For this reason tax data is not recorded in Call Maintenance FAQAD 224 QAD 2007 User Guide Service Support Management Tip Tax data initially defaults from the item s product line b See Service Categories on page 91 FAQAD Typically tax detail is only minimally important during the recording of service activity In Call Activity Rec
157. The new currency must be valid and for non base currencies an exchange rate must exist for the new start date Currencies do not often change The one exception to this is when a country is joining the EMU and is in a transition period from a national currency to the euro When the old national currency is no longer valid all documents must be redefined with the euro When you specify a new currency the system replaces the currency for the header and every line that matches the old currency Any lines with a valid currency that do not match the header are not changed However if the line currency is no longer valid it is always changed to the new header currency The system displays a message indicating the change When you specify a new currency set Update Prices to Yes to recalculate line prices and limits using the new currency Make sure you have appropriate price lists set up in this currency or prices default to zero 0 When the exchange rate changes the system automatically recalculates contract limits and prices Contracts and Customer Credit Contracts are a type of sales order and follow most of the billing rules for sales orders If the customer bill to on the contract header is on credit hold Credit Hold Option in Service Management Control determines processing This field can have one of three values 0 Contracts can be created regardless of the customer s credit status 1 Contracts can be created but a warning
158. The product line relates the service type to a set of general ledger accounts Whether the system uses this product line depends on Use Item Prod Line in Service Management Control If this is No the system uses the product line of the service type in effect otherwise the item product line When you post a contract invoice the system credits the product line Sales and Sales Discount account You can modify accounts on contract lines if Modify Sales Accounts is Yes in Contract Control You can also use the product line of the service type in Call Activity Recording If the system finds no charge or revenue product line for service activity and Use Item Prod Line in Service Management Control is No the system uses the product line of the service type in effect Duration Duration defines the default length of a contract In service contract types the duration is in months while in warranties the duration is in days In contracts the system calculates the contract end date by adding the duration of the service type to the contract start date Response and Response Time UM A response time states the length Tip of time and its unit of measure within which your service department D nm should respond to a call The response time must be expressed in hours or days integer values A response time of up to 168 hours 1 week can be specified After that the unit of measure must be days If you are not using an escalation sequence Call M
159. User Guide Service Support Management FAQAD 7 A contract remains in effect until the specified end date Renew contracts that have been fully invoiced to extend their coverage Do this one at a time using Renew Single Contract 11 5 13 8 or use the auto renew feature to renew groups of expired contracts with Renewal Process Report 11 5 13 10 8 You can archive and delete fully billed expired contracts from the system using Contract Delete Archive 11 5 13 23 The system checks to make sure no active calls reference a contract before it is deleted The delete archive can also include quotes Coverage Limits and Contracts SSM provides two basic approaches to managing coverage levels and limit amounts In the first approach after you set up coverage levels on contract types you are done Each contract derives coverage levels from its associated service type In the second approach you copy limits from the service type into the contract when you create it The limits become part of the contract and are not found by referencing the service type You can edit these limits or create new ones Important Limit consumption can be tracked only with the second approach Options for copying service limits are also available during contract renewal You can use the limits directly from the contract or refer back to the contract type for current effective limits The system monitors contract limits as you record activity in Call Activi
160. Yes the value in the Amount column defines a limit to charges accumulated on a contract using this service type The percentage of coverage and other data apply as a generic record when no other applicable record exists Invoice Sort If you specify a value here the limit data applies to this invoice sort A value in the Amount column indicates a total for the service categories associated with this invoice sort regardless of the work code Work Code If you specify a value here also specify a service category Use any work code except a work code with fixed price set to Yes The associated limit data applies to this work code and service category combination Curr For contract types and warranties the system base currency displays For contracts the contract currency displays The system converts the amounts from base currency to contract currency Svc Cat Specify a service category when you enter a work code in the previous frame The associated limit data applies to this work code and service category combination Start and End Date Determines the effective period for these service limits One or both dates can be blank in which case the system considers the limits open ended The system prevents you from creating overlapping effective dates FAQAD 192 QAD 2007 User Guide Service Support Management Fig 5 15 Limit Detail Pop Up Tip If you do not associate a charge code with the limits the system uses the de
161. Zone Range of Hours to Consider O Q Limit by Time Zone Defaults from Engineer Schedule Control and indicates whether the system should consider only engineers with a time zone matching the time zone of the call end user The system uses this field in conjunction with Range of Hours to Consider If you enter zero the time zones must match exactly An integer value indicates the number of hours less than or greater than the end user time zone considered a match for scheduling FAQAD Multiple Time Zones 145 Range of Hours to Consider Defaults from the value in Engineer Schedule Control The system considers it only when Limit by Time Zone is Yes It indicates how many other time zones the system can include for scheduling Blank indicates the engineer s time zone must exactly match the time zone of the call s end user An integer value indicates any time zone in a range is a match The integer represents the number of time zones more or less than the end user s considered a match for scheduling Engineer Availability Pop Up The availability pop up illustrated in Figure 4 12 displays a time zone column instead of the engineer s schedule Fig 4 12 Effect of MTZ in User Selection Call Maintenance Call ID CA123 Call Date 07 30 2002 Time 18 46 Serial S 100 2304C4 End User 10010003 Time Zone PST PDT Reliable Center Itern Number 10 10000 Ref 0 OASIS TM COOLING SYST Contract Service Type W 1 Area Star
162. Zone Display pop up appears before the Output field and a field labeled TZ displays your choice When MTZ is active the end user s time zone labeled EUTZ replaces the call area output column Call Detail Inquiry 11 1 1 3 The Time Zone Display pop up appears before the Output field and a field labeled Display TZ displays your choice When MTZ is active the system includes in the report two fields labeled End User TZ and Display TZ The system uses the display time zone you choose to convert the call s open and closed dates for output and the event and next status dates and times in the call history output lines Call Print 11 1 1 4 The Time Zone Display pop up appears before the Output field and a field labeled Report TZ displays your choice When MTZ is active the system includes in the report two fields labeled End User TZ and Report TZ The system uses the display time zone you choose to convert the call s open event and next status dates and times before displaying them It also determines how the system interprets Next Date Call Print from Call Maintenance Escalation Monitor If you choose to print calls from Call Maintenance or if an escalation step automatically prints a call you do not have an opportunity to enter a display time zone In these cases dates and times are relative to the time zone of the call s end user Call Print with History 11 1 1 5 Same changes as for Call Print Total Calls by Assigned Inquiry 1
163. able tax environment tax class tax usage tax included PST Sales account sub account cost center Project Contract Billing 317 Service Sales Order Prefix When you release a contract to invoicing the system creates a sales order you can print and post using the Sales Orders Invoices module It is usually best to set up a prefix and a different number range for contract sales orders This helps distinguish them from standard sales orders Do this by specifying values for Service SO Prefix and Next Service Sales Order in Contract Control 11 5 24 Fig 9 4 Setting up a Service Ln Format S M Single Quote Prefix Q SO Number in Print S Contracts L3 Next Si ite 100 E pera MR poe aor se ese Service Header Comments O Next Service Contract 206 settings to L s T Service SO Prefix S control the Keep Contract History Create PM Calls Contract Site 10000 Contract Limits number used Items in Installed Base O Renew Limits From C Contract by the system Revenue Type C Record Limits History O for contract Bill End Users Item End Users Bill Summary End User Totals End User Additional Charges Contract Additional Charges 2 invoices Next Service Sales Order In this example the Service SO prefix is S and the next service sales order number is 0002145 Managing Deferred and Accrued Revenue When you create a contract you indicate what type of revenue recognition you want to use The defa
164. accumulated only against contracts and contract line items Project Mandatory Yes means you are using this charge code to track internal charges related to a particular company project You cannot use this charge code unless you specify a project in CAR You cannot use a charge code with Project Mandatory set to Yes as an under or over limit charge code on warranty types contract types or contracts You can only use it as an override in CAR Fixed Price Billable Yes means you are using this charge code to track fixed price service The system suggests a fixed price billable charge code in CAR when you use a fixed price work code The system invoices the customer the fixed price regardless of the actual cost of service Fixed price service is an alternative to service based on contracts and warranties When you use the fixed price no limits are examined When Fixed Price Billable is Yes on a charge code you cannot use it as an under or over limit charge code on warranty types contract types or contracts since you do not use fixed pricing in conjunction with service coverage However you can specify it as the default fixed price billable charge code in Default Charge Code Maintenance Billable Yes means the system invoices the charges to the customer You can specify a charge code with Billable set to Yes as the over limit charge code on a contract or service type You can also specify it as the default billable charge code in Defau
165. ach site in Company Address Maintenance to make the required geographic values available If you do not define the site on the call header as an address the system uses the information for the faxes record in Company Address Maintenance to determine the From zone The same logic is used in other order functions like sales orders and purchase orders See External Note If you are using the interface to Vertex s Quantum for Sales and ord A a iad Use Tax to calculate taxes the system also checks the work code when Tax determining tax zones FAQAD Taxesin SSM 227 Call Line Defaults Most of the information at the call header defaults to the call line Another GTM pop up displays in Call Activity Recording at the call line level enabling you to review and modify call line item tax elements Call Activity Recording Jw Fig 7 4 Call ID CA127 Bill To 1006000 End User 1006000 TZone PST PDT GTM Tax Data for CAR Line Item Line Serial Tax Usage L FE wc Type Report Pop up for s 121393 AC3 Tax Environment TANDARL 142 GTM tax data T Tax Class GTM P Taxable Tax Init Engineer PKH UO Quantity 1 Site 10000 Fixed Price 0 00 ISB Ref 0 Location PKH Coverage Status I Invoiceable Taxable BOM Code Comments Routing Fault Codes Sales Acct 3000 Disc Acct 3905 Project Update Installed Base If you change the site associated with the call line from the call header site the system recalculates the de
166. activities Type C is for contracts type R for repairs in Call Activity Recording CAR and type E for expense costs in CAR FAQAD 202 QAD 2007 User Guide Service Support Management FAQAD Each price list type is discussed individually in Contract Price Lists on page 204 Repair Price Lists on page 206 Expense Cost Lists on page 211 Some aspects of pricing are common to all types and are discussed first Effective Dates You can specify start and end effective dates when you set up price lists Effective dates enable you to set up prices ahead of time and phase them in when appropriate When the system searches for a valid price list it compares the transaction date with the price list start and expiration dates The price list is valid if the transaction date falls on or between the effective dates If the system finds more than one valid price list it selects the one with the latest start date that has not expired If you use price lists with open ended dates together with price lists that use start and end dates you can get unexpected results The system selects price lists with open ended dates first Instead of open ended dates set dates beyond the range of expected business operations with a start date of 1 1 1950 and end date of 12 31 2999 Currency You can base price lists on a currency The system uses a price list only if the currency on the contract or call is the same as the price list currency
167. additional charges on this contract Lines and additional charges display in additional frames Note The contract start and end dates can only be changed in Contract Maintenance Reviewing Contract Financial Data Use the following reports to view financial information about contracts Use Deferred Accrued Revenue Report 11 5 18 22 to view records created and updated by Revenue Recognition 11 5 18 21 Use Contract Cash Flow Report 11 5 13 21 1 to see the incoming cash to expect from contract billings Use Contract Deferred Income Report 11 5 13 21 2 to determine for a base date the deferred or accrued income amount for any invoiced contracts with Revenue Type set to C cash basis If Revenue Type is A accrued or D deferred this report is not needed Contract Billing 331 Contract Cash Flow Contract Cash Flow Report enables you to see the incoming cash that can be expected from contract billings over a specified period A heading line for each customer reported displays with a line for each end user on the contract Totals for each customer and for all customers display at the bottom of the report Figure 9 14 illustrates Contract Cash Flow Report Fig 9 14 Contract Cash Flow r Report EndUser P f 11 5 13 21 1 Customer P n y Service mel P Billing Cyde 1P Start Date Day Week Month W Per Column 1 Output Batch ID ouo Select contracts to include by range of contrac
168. ader Next Bill date When a contract is created this field is set based on the value of Bill Arrears When Bill Arrears is No Next Bill is the start date of the contract e When Bill Arrears is Yes it is the day after the first billing period After it is initially set Next Bill is updated by Billing Release to Invoice FAQAD 274 QAD 2007 User Guide Service Support Management b See Correcting a Posted Invoice on page 329 b See Chapter 10 PM Scheduling on page 335 P See Scheduling Visits for a Line Item on page 338 FAQAD Coverage The system displays the date when service coverage becomes effective for the next billing period to be billed on the date recorded in Next Bill Date This field is updated automatically by Billing Release to Invoice 11 5 18 13 and Billing Reversal Maintenance 11 5 18 18 This field normally should not be changed and cannot be updated in Contract Maintenance If necessary use Billing Date Correction 11 5 18 19 to change the value Type This field is used for reference only It is a user defined grouping code that can be set up in Generalized Codes Maintenance for the field sa_sa_type Cancel Date If the contract is canceled you can enter a date here for reference Quote If you generated this contract by releasing a quote the quote number displays here for reference Visits Enter the number of preventive maintenance PM visits to be scheduled for
169. ails Generating and Reviewing Call Invoices Create call invoices directly from Call Activity Recording if Invoice from Recording is Yes in Call Management Control or generate them from Call Invoice Recording When you create a call invoice the system creates billing detail records for each labor expense and item usage record associated with the call It creates distinct billing records for items issued items returned and items exchanged since each may be taxed differently Note The system also creates billing details for fixed price service however they do not include any price information In CIR you can review and change GTM tax details at the header line and usage detail levels as long as the call line is taxable If the call line is not taxable you cannot modify tax data elements at the detail level Call Selection Call ID CA124 Bill To 1001000 End User 1001005 This labor Item Selection Ln Item NumH Invoice Cost service category PAD Tax usage P Don is taxable and Tax Environment CA CA Tax Cass P GTM values j ervice Q Taxable lge Code WARRANT default from the Td Tax Ini call line u OD Reaired os Covered Amount 25 00 Description Routine Inspection Taxable Comments For a fixed price service Taxable defaults from the call line and cannot be modified tax class is blank Taxesin SSM 229 If the call line is taxable the tax status and
170. aintenance uses the response time to calculate the Next Status Date and Time values according to the following rule Next Status Date Time Event Date Time Response Time For example a call has a service type with the following characteristics Response 3 Response UM H Coverage Days M F Coverage Hours 08 00 17 00 RQAD 188 QAD 2007 User Guide Service Support Management FAQAD For this service type you expect to respond within three hours of taking the call It also means you provide this service only Monday through Friday 8 00 AM to 5 00 PM Contract Price List Enter a valid contract price list defined in Service Pricing Maintenance 11 17 1 The system uses this price list as the default price list code for contract quotes and contracts based on this service type It determines what to charge the customer for coverage of items on the contract The contract price determines the amount the customer is invoiced for the contract itself Invoicing for service activity is separate Restocking Charge The restocking charge is a percentage deducted from the credit price of a returned item on an RMA Customers can perceive restocking charges as penalties but you might apply them to cover the labor and expense of refurbishing and repackaging returned items Call Price List Enter a valid repair price list defined in Service Pricing Maintenance 11 17 1 The call price list sets the default for the same field in C
171. airs You can also base default charge codes on a work code Call Activity Recording uses charge codes and charge product lines Call Invoice Recording uses revenue product lines Call Activity Recording Call Activity Recording and Call Invoice Recording use work codes to determine the coverage in effect and which charge code to use For example the system suggests a fixed price charge code for a fixed price work code Work Code Maintenance Use Work Code Maintenance 11 21 1 to create and maintain work codes Figure 3 1 shows an example of a work code for installation work Work Code INSTALL Description Repair Center O Fixed Price Service Setup 85 Work Code Identifier you define for a particular work code Description Enter up to 24 characters describing the code and identifying its use and purpose Repair Center Yes means you do this work at a repair center This field is for reference only Fixed Price Yes means you charge a fixed rate for this kind of work When you record activity for a call with this work code the system uses fixed pricing and suggests a fixed price charge code Invoice Sort Codes Invoice sort codes are important for Call Activity Recording and Call Invoice Recording They provide a high level sorting tool for grouping service costs by items labor and expenses These groupings apply to service limits and printed invoice presentation set defaults for invoice detail and determine wh
172. al detail associated with a contract line This is typically set to Yes during renewal If the new contract should have a different currency specify it in the Currency field and set Update Prices to Yes to calculate prices in the new currency Renewing Contracts Automatically Use Renewal Process Report 11 5 13 10 to review contracts near expiration and optionally generate service quotes or renew contracts at old or new prices To be included in the renewal process a contract line must meet the following conditions It must be fully invoiced Auto Renew must be set to Yes Renewal Process Report Contract P End user P Sod To 1P Print Report O Renew Contracts O Create Quotes Update Prices Form Code 1 Company Address 1P Type Copy Serial Detail Z Output Batch ID O Q Based on date ranges or other selection criteria you can perform multiple functions with this program Print reports showing contract lines that will expire within a range of dates Service Contracts 305 Automatically create quotes based on existing contracts optionally updating prices You can then mail the printed quotes to the customer or end user for approval and release approved quotes to contract You can include a renewal letter by setting one up in master comments and specifying the master reference when quotes are generated Quotes are created with an Action Status of A This indicates that the quote was
173. al service costs against this aggregate limit Contract and Warranty Types 183 Example Three limit records have a 750 limit for labor items and expense invoice sorts You set an aggregate service limit of 1 500 You take the calls in Table 5 6 and record the activity Table 5 6 Accumulated Sample Call Call Labor Items Expenses Total Information CAI 500 300 200 1000 CA2 200 300 100 600 Invoice Sort Total 700 600 300 1600 Even though the amount recorded is under the 750 limit amount for each invoice sort the 100 of expenses for CA2 is not covered since it exceeds the total limit of 1500 When you specify an amount with Total set to Yes and the aggregate reaches 1 500 this item is over its service limit regardless of the limits on individual invoice sorts or service categories The servicing company has now met its contractual requirements and the system applies the over limit charge code to service activity Defining Percent of Coverage You can use the percentage amount in the Cv field by itself or in conjunction with limit amounts If Contract Limits is No in Contract Control the coverage percent determines coverage This is also the case when a contract type rather than an actual contract provides coverage The system checks limit amounts only on contracts The coverage percent by itself determines the amount covered according to the following formula Price Coverage Percent Covered Amount For RMA issues the
174. all Queue Browse fsbr026 p 11 1 21 10 Call Default Maintenance fscdfmt p Setting Up Call Status Codes A call is managed according to its status which relates to the call s position in its life cycle Is the call active pending an emergency or closed Calls are moved from status to status either manually or by the Escalation Monitor Call Activity Recording also can make certain call status changes Call Management 353 Create status definitions in Call Status Code Maintenance 11 1 21 1 You can set up as many status definitions as you need Define up to five in Call Management Control for the system to apply Unless you are using call escalation you must apply other status changes manually Therefore you may want to keep the call life cycle simple Call status codes are user defined and can take any format an organization chooses Some service organizations prefer numerical status codes or abbreviations Others use more intuitive names For example when a new call comes in its status can be OPEN Later when you assign an engineer to the call the status becomes ASSGND When the problem is resolved the call status is CLOSED Call Activity Recording uses call status codes when it processes calls and makes decisions In CAR you assign statuses to the call and to the call line items Special Statuses Certain statuses have special meaning to the call management programs Define these special statuses in the Call Status frame o
175. all item or add more items to the call Coverage N If Coverage is Yes in the Call Update or Call Item Information frame view coverage information related to this item Comments N If Comments is Yes in the Call Update or Call Item frame view or enter comments about this call line Fault Codes N If Fault Codes is Yes in the Call Update or Call Item frame enter codes for this item Call Print N If Print Call is Yes in the Call Update frame enter output device for the print function FAQAD 380 QAD 2007 User Guide Service Support Management Fig 11 15 User Selection Frame Tip Leave this field blank to create a new end user or select end users based on phone zip code or other attributes FAQAD User Selection Frame Use the user selection frame to specify or create the end user initiating the call and record the item and associated information Once you enter an item the system displays its warranty or service contract information You can also record comments about the call User Selection Call ID Call Date Time Serial 42 End User Item Number Ref Contract Service Type Area Start Date Install Date End Date Warranty End Response PO Number Comments O Call ID Enter a number or let the system generate one based on the call prefix and next call number in Call Management Control Calls must have a unique prefix to distinguish them from quotes The call ID identifies a call as it move
176. ame Reliable Central Purchasing Sort Reliable Central Purchasing Address Attention Accounts Payable Address 300000020 Century Blvd City Los Angeles County 001 State CA Country United States of America Post 90001 Country Code USA End User End User 1001005 Name Rel Address Bu Address Address State ca P Postal 98431 Format P usa P County Sarah Jordai 2 Telephonei619 223 1278 e E mu eL FexTelex mp Language P ovo The system adds this value as a contact for this end user The individual in the Attention field is a primary contact and displays by default in the Caller field of Call Maintenance when you create new calls for this end user You can add additional contacts in the Contacts frame each with a unique telephone and fax number FAQAD 26 QAD 2007 User Guide Service Support Management End User Detail Frame The End User Detail frame displays next where you specify details related to this end user that affect other service activities Fig 2 4 End User Detail Frame Tip Enter a modem number for companies that provide software or hardware support Performing remote diagnostics via modem can save time and expense of an on site visit Tip Lower numbers indicate a higher priority b See Chapter 4 Multiple Time Zones for details FAQAD End User Detail Modem Phone 619 243 8876 Office Open 08 00 Loginjroot Office Close 17 00 Ty
177. and Warranty Types 175 The invoice sort tracks service activity at a high level by grouping labor See Invoice Sort expenses and items used for related service categories cr a Invoice Sort Example A service organization s engineers perform 17 kinds of labor These labor types correspond to various skill and job classifications and overtime procedures distinctions that reflect different service pricing However contractual agreements cover labor at the same level regardless of its type So this organization bases its levels of coverage on a labor invoice sort To do this they follow these steps 1 Create the labor invoice sort with Invoice Sort Maintenance 2 Define a service category for each kind of labor with Service Category Maintenance Each of these service categories references the labor invoice sort code 3 Define service limits in terms of the labor invoice sort Using this approach labor consumption receives one level of coverage regardless of what kind of labor it is Fig 5 8 Service Limits by Contract Type SERVICE Description Invoice Sort Prod Line 100 Restocking Charge 0 00 Duration 0 Call Price List RMA Only O Response 0 Credit Price List Comments O Contract Type Maintenance Response Time UM H Ship Before Return O Priority 0 Contract Price List Invoice sort entered Coverage Limits Total O Invoice Sort LABOR Work Code Curr USD Service End Date Limit Amount Used Con
178. ar Renewing to the same number also removes historical references to previous terms and agreements which may be important in answering questions about contractual obligations FAQAD 302 QAD 2007 User Guide Service Support Management b See Renewal and Contract Limits on page 244 for more details P See Creating PM Calls on page 341 RQAD Finally renewing to the same number invalidates any calls that may currently reference the contract A call taken on December 31 should be serviced under the old terms and conditions not the ones in effect on January 1 Renewal and Limits If Contract Limits is Yes in Contract Control and contract coverage levels and limits are part of the contract the contract renewal process accommodates the coverage records in two ways You can copy limits for the new contract from the old contract with new effective dates The system can retrieve limits from the service type and copy them into the new contract Which approach the system takes depends on Renew Limits From on the contract Set the default for this field in Contract Control If you renew contracts one at a time you can modify this field When you do batch renewal the system uses the value associated with each contract being renewed If you have extensively customized limits in a contract you probably want to copy them to the new contract You can also set up limits on the service type using effective dates a
179. arge codes on your service types Default Charge Code Maintenance You can define five default charge codes for any combination of service type work code service category and end user type These four fields are the key used by the system when it searches for an appropriate default If it does not find an exact match it searches for less specific matches Leave the key fields blank to create a generic set of default charge codes the system can apply in all cases Service Type Work Code Service Category End User Type Fixed Billable FI oo Service Type Enter a service type defined in Contract or Warranty Type Maintenance This field can be blank If you enter a value here CAR suggests the associated default charge codes only when this service type is in effect for the line of detail Service Setup 115 Work Code Enter a work code defined in Work Code Maintenance This field can be blank If you enter a value here CAR suggests the associated charge codes only when this work code is on the line of detail Service Category Enter a service category defined in Service Category Maintenance This field can be blank If you enter a value here CAR suggests the associated charge codes only when this service category is on the line of detail End User Type This field is normally validated against values in Generalized Codes Maintenance for field eu type However it can be blank even if a blank value is not defined
180. arning displays Installed Base 47 b See Chapter 20 Service Structures and Routings on page 659 for details on how to set up routings RQAD 48 QAD 2007 User Guide Service Support Management b See Chapter 20 Service Structures and Routings on page 659 Fig 2 14 Service Structure Data Frame FAQAD The system uses the PM BOM and routing for calls it creates during PM scheduling in Contract Maintenance or with the PM work code in Call Maintenance Call Quote Maintenance or Call Generator A PM BOM and routing normally apply only if the Days Between PM field is not zero otherwise a warning displays The system uses the installation BOM and routing when it creates a call with the Install work code in Call Maintenance Call Quote Maintenance or Call Generator or when Invoice Post creates an installation call for a newly sold item An installation BOM and routing normally apply only if Installation Call is Yes otherwise a warning displays The printed call can include the component structure of the BOM and the routing steps in the form of the list of parts and procedures relating to the call item The system can load these items and operations into the detail frames of Call Quote Maintenance or Call Activity Recording Automatic loading streamlines the recording of operations and items consumed Service Item Maintenance Item Engineering Data Item Number 10 10000 Rev AB Description OASIS TM
181. ary customer during Call Maintenance Later you can create a new customer for this end user then move the installed base item Restrictions Moving items in the installed base has two restrictions The item to be moved and any of its components if it has an installed configuration beneath it cannot be referenced by A call A contract with either current or future coverage An unprocessed RMA receipt line All of these functions depend on installed base information that is rendered invalid by moving the item Clean up open calls contracts or RMAs before attempting to move the item f the end user type of the target end user does not match the type of the source end user a warning displays Since warranty terms can vary by end user type an item s warranty may not apply to a different type of end user Use the recalculate coverage option to modify the warranty type installation date and warranty expiration date Move Date To move an item in the installed base enter a source and target end user in Tip Installed Item Move illustrated in Figure 2 26 You can specify the actual If MTZ is active A enter the move date move date The default is today The system uses this date to check for relative to From contract and warranty coverage End User s time zone FAQAD 74 QAD 2007 User Guide Service Support Management Fig 2 25 Installed Item Move 11 3 13 FAQAD If you change the default Move Date
182. as the input source to generate calls associated with a field notification You are prompted to enter a notification number Call Generator Input Source F PM Schedules Installed Base Field Notification Field Notification P Installed Base 71 If you enter a non existing value in the Field Notification field you are prompted to create it Respond Yes to create a field notification directly from the Call Generator If the notification you enter exists you are prompted to review it Respond Yes to this prompt to redisplay the Field Notification Maintenance frames and update the call definition or selection criteria Once you specify or create the field notification the final Call Generator frame displays You can only update four fields Fig 2 23 Call Generator Generating Field Input Source F EniiSiiledules Notification Calls Installed Base Field Notification Field Notification 07 23 02 Description Faulty bolt on airplane Call Date 07 23 2002 Copy Comments to Call O Combine Calls 2 From End User To Item Number 10 10000 To 10 10000 Serial To From Date 11 01 2002 To 12 01 2002 Model Top Level Only Override Service Type Print Report Preferred Coverage Select Contract or Warranty Default Service Type ST Override Service Type A Yes in this field indicates you want to use a different coverage than is normally attached to the item in the installed base No directs the system to
183. ased on the product line type revenue or charge If a charge or revenue product line is not found the system uses the product line of the item or the service type in effect depending on Use Item Prod Line in Service Management Control If this is Yes the system uses the product line associated with the item being serviced if No the product line associated with the contract or warranty in effect or the default service type The last option is the default accounts in System Account Control 36 1 RQAD 114 QAD 2007 User Guide Service Support Management Fig 3 12 Default Charge Code Maintenance 11 21 21 13 FAQAD Default Charge Codes You can specify charge codes while you record activity in Call Activity Recording However to streamline recording the system always attempts to suggest the most appropriate charge code When you define warranty and service types you can specify a default under and over limit charge code The system looks for these first If you do not use these you can set up default charge codes in Default Charge Code Maintenance 11 21 21 13 If no defaults exist users recording activity must supply them manually in CAR The defaults defined with Default Charge Code Maintenance are useful for service environments with a minimum of service level combinations A simple service environment can use a few sets of default codes for everything For more detailed control specify under and over limit ch
184. at equipment is due for PM thus generating extra service revenue Important This utility can generate a large number of calls at one time If you run it by mistake it may take some time to eliminate the unneeded calls Menu level security is recommended Generating PM Calls If Create PM Calls is No in Contract Control the system creates preventive maintenance schedules but does not actually generate calls Instead of going through the Contract Maintenance sequence again generate the calls using the Call Generator Fig 11 35 Call Generator Initial Frame 11 1 8 b See Field Notification on page 66 Tip When generating calls consider running the program in batch FAQAD 408 QAD 2007 User Guide Service Support Management b See Using the Call Generator on page 343 Fig 11 36 Call Generator for PM Calls Tip To execute the program in batch specify Yes to Print Report FAQAD Other reasons may influence you to create PM calls with the Call Generator rather than with Contract Maintenance The Call Generator offers more control over the calls since you can specify a call open date This is important because the system searches for valid coverage limits based on the call open date The Call Generator also enables you to keep the number of open calls to a minimum since calls need not be created until near the time service is due These issues are discussed in more detail in Chapter 10 Figur
185. ate Any time you change the contact information the system updates this field Creating End Users Indirectly You can also create end users during other service functions or when updating the installed base You may know little about the end user basically the name and address Use End User Address Maintenance later to specify details about end users the system creates Creating End Users During Invoice Post If Ship to Installed Base is Yes in Service Management Control Invoice Post can create installed base records for items shipped If you have not already defined the ship to on the sales order as an end user Invoice Post also creates an end user record Update Installed Base defaults to Yes if both Installed Base for the item in Service Item Maintenance is Yes Create ISB for the end user is Yes If a ship to address is not an end user the item is an installed base item and Create ISB in End User Control is Yes Update Installed Base defaults to Yes in Sales Order Maintenance If SO Edit ISB Defaults is Yes in Sales Order Control a pop up window lets you update this value Otherwise it takes effect when Invoice Post adds the item to the installed base and creates the end user record Note Invoice post adds records to the system as customer ship to addresses You cannot change the address information with End User Address Maintenance You can add end user details but you change the address itself in Customer Ship To Ma
186. ate Product Line Taxable Service Comments Extended Price Description Price List Sales Account Discount Account End User Total If End User Totals is Yes in Contract Control the following frame displays As with the End User Additional Charges frame you must first specify an end user before the summary information displays End user ov Number 1234 Customer 001 End User Totals Non Taxable Currency Line Total Taxable Additional Charges Total Tax Total Service Contracts 299 The fields in this frame are similar to those that display in the contract trailer but apply to amounts for the current end user only Coniract Additional Charges If Contract Additional Charges is Yes in Contract Control you can associate additional charge items with the contract This frame is the same as the one that displays in end user item sequence Contract Trailer The contract trailer in item end user sequence is the same as the trailer in end user item sequence Copying Contracts Rather than entering a contract manually in Contract Maintenance you can create a contract by copying an existing one with Contract Copy to Contract 11 5 13 6 Contract Copy to Contract Number 10000 Customer 1004000 Bill To 1004000 Bill To Sold To Worldwide Supply Worldwide Supply 8000 Central Avenue 8000 Central Avenue Kansas City Kansas City United States of America United States of America Sta
187. ate them later Generating calls for installed base items can be useful in case of a product recall or general upgrade The remaining call and call related functions are covered in other chapters Call Quotes 11 1 1 7 Some service organizations especially those that repair large and expensive items go through a preview process before creating calls The call quote functionality supports the creation of quotes for one or more line items with estimated labor expenses and items to be consumed When the quote is accepted you can turn it into a call Escalation Monitor 11 1 13 13 Call escalation is an automated process that helps ensure calls are resolved When enabled the Escalation Monitor examines every call in the system and escalates each according to the set of escalation instructions you attach to the call Call Activity Recording 11 1 1 13 Supports recording and tracking the items labor and expenses used in servicing a call This data forms the basis for generating a call invoice Call Invoice Recording 11 1 1 15 Call Invoice Recording gives supervisory personnel a tool for reviewing call activity call by call and generating and correcting a pending invoice for the activity Service Requests 11 1 15 You can link calls to service requests which require longer term changes to the product design rather than to an individual item Use service requests to relay information from the support staff to engineering Repeated
188. ates of America Country Code USA O S By default the first frame displays information about the temporary customer as defined in Call Management Control This lets you define an end user and you can define an end user without a valid customer This is essential if you service items sold through distributors or retailers and end users contact your company for service FAQAD 34 QAD 2007 User Guide Service Support Management Fig 2 10 End User Frame FAQAD Figure 2 10 illustrates the frame for specifying end user information End User End user 7777777_ P Company DUMMY RECORD FOR STANDIN Name DUMMY RECORD FOR STANDIN Address Address Address City State Postal Format 0 Country United States of America USA County Attention Language Telephone Ext Fax Telex wu S You can specify minimal information for the new end user Deleting End User Records You can delete obsolete end user records with End User Address Maintenance The system checks for service contracts service quotes calls service requests or RMAs associated with the end user If any of these exist an error displays If call history exists a warning displays When you delete an end user record the system removes all installed base records associated with the end user as well as end user contact information and any comments associated with the end user Note If end user records are associated with a customer record
189. ation of individual contracts FAQAD Overview of Service Types Service types define the rules that determine what service activities can take place for covered items and who pays for them There are two categories of service types Warranty Type Maintenance 11 3 15 sets up warranty types which you attach to items in the installed base Contract Type Maintenance 11 5 10 sets up contract types which you use during the creation of contracts The service type warranty or contract defines defaults such as hours of coverage levels of service and under and over limit charge codes Typically service organizations do not provide warranty or contract coverage for every item For items not covered by either the system obtains a default coverage type from control program settings Both a warranty and contract can be active at the same time although it is more common for contracts to become effective when warranties expires The agreements represented by service types and contracts determine much of what happens in call management The service type also affects returned material authorizations RMAs These functions retrieve a service type from one of the following The warranty code attached to an installed base record A contract that includes the item being serviced or a blanket contract A default service type in a control program Contract and Warranty Types 165 Fig 5 1 gt Call Impact of Service Maintenan
190. ayed relative to the end user s time zone The screens illustrated in this chapter all assume that MTZ is not being used To review alternate versions of the screens with MTZ active see Time Zones and Call Management on page 142 Determining Call Coverage A call record includes information identifying an end user and an item Once an item is uniquely identified in Call Maintenance the system searches for valid coverage This search occurs in the first frame of Call Maintenance since coverage determines some of the other values of the call such as Response time indicating how long it should take to get back to the caller Priority indicating how important the call is Coverage hours indicating the business hours service is available The system uses coverage hours in conjunction with response time to calculate the call s next status date and time which is important for call scheduling Coverage may be found on a warranty or service contract If the system finds neither it uses the Default Call Service Type in Call Management Control Call Management 375 Coverage and Call Dates Times The system looks at various information to suggest a timing sequence for events related to a call When a call is first created in Call Maintenance the event date and time reflect the current system date and time Event date and time update each time you access the call from Call Maintenance or it is escalated by the Escalation
191. bers or for a group of items The product line and service group provide alternate ways of grouping items Product Line Every item in the item master must belong to a product line The system uses the product line of the item being consumed in the price list search Service Group Associate items with a service group in Service Item Maintenance 11 3 7 Service groups provide a way for you to group items according to criteria you define If you use service groups as an important item grouping category you can base price lists on them The system uses the service group of the item being consumed in the price list search Work Code An item can have different prices depending on the kind of work being done For example an item s price may vary depending on whether it is used during an installation a repair or a preventive maintenance visit The work code provides an additional layer of differentiation above the item selection In addition to a work code you must still specify an item number or some kind of item grouping service group or product line Service Units of Measure In service activities two units of measure you define in the Call Recording Invoicing frame of Call Management Control have a special significance The system uses the Exchange UM in Call Activity Recording to determine the credit given for an exchanged item When the return status you specify indicates an exchange and the item being returned has no cov
192. bles the system to determine best prices based on predefined rules In the service module RMA issues are similar to sales orders When you issue an item on an RMA the system searches for a price just as it would search if you sold the item on a sales order When it finds the price it applies the coverage percent of the warranty contract or service type on the RMA to the price PO RTS Sched RMA Credit Pricing Menu You define pricing structures for other functions from the PO RTS Sched RMA Receipt Pricing Menu 1 10 2 Purchase orders and scheduled sales orders use these pricing structures as do two service functions returns to suppliers RTS and RMA Receipts An RTS is a kind of purchase order Since you are returning an item to the supplier where you purchased it the same purchase order pricing algorithm determines pricing on an RTS The credit for a returned item does not necessarily have a direct connection to its original sales price The credit price also does not require the advanced features of sales order pricing For example it would not make sense for the system to look for a best credit for a returned item For this reason you define RMA credit price lists like purchase order price lists Automatic Pricing 201 Service Price Lists Service price lists help you to automate pricing for two service areas contracts and Call Activity Recording Automated pricing streamlines management of the financial side of service a
193. call line OK Error N A Reports on Hold call Error Error N A Status of line is not closed complete or Error Error N A canceled Invoiceable report has unprocessed Error Error N A transactions Completing a Call The complete status indicates a call is ready for invoicing or a report has been invoiced Since recording activity in Call Activity Recording is a preparation for invoicing the system always attempts to set the call line and call status to complete unless Close on Recording is Yes in Call Management Control In this case the system attempts to close the lines and the call first If this does not succeed then the system attempts to FAQAD 412 QAD 2007 User Guide Service Support Management FAQAD complete it If that fails the line and call statuses are unchanged with one exception If the line was previously complete or closed the system sets it to the open status Requirements to Complete a Call Line The system makes a number of checks before a call can be completed at three different levels call call line and line reports If it encounters any errors when trying to complete lines it displays a message The status of lines that cannot be completed is unchanged unless they were previously closed or completed This could happen if you added more detail to a previously complete line In this case they are reset to the open status If you try to change the line status to complete the system produces mo
194. can associate another end user with this default item If you have added all end users press End to continue Item Default Iteration The Item Default frame redisplays so you can add another default item to the contract If you have added all default items press End to continue b See Header Coverage Limits on page 276 b See Figure 10 5 on page 342 FAQAD 298 QAD 2007 User Guide Service Support Management b See Contract Additional Charges on page 255 Fig 8 26 End User Additional Charges in Item End User Sequence Fig 8 27 End User Total in Contract Maintenance FAQAD End User Additional Charges If End User Additional Charges is Yes in Contract Control you can associate additional charge items with each end user These items are defined in Contract Additional Charges 11 5 7 Each charge is added as a separate line item with its own pricing information Adding additional charges in item end user sequence is similar to adding them in end user item sequence except that you must specify an end user before you can continue After entering lines for one end user you can specify a different end user and add more lines Contract Maintenance Specify an end user and press Go to add charges for Line the end user Number 1234 Customer 001 End d End User Additional Charges Svc Type Item Item Qty AT Net Price Disc Pct Billing Cycle Billed Count List Price Start Date End D
195. ce 11 19 5 Similarly you can set up multiple routings in Service Routing Maintenance 11 19 17 Service BOMs list the items normally used during a service activity and the routings list the steps to follow However you can associate only one PM BOM and routing with an item in Service Item Maintenance 11 3 7 The system uses this PM BOM and routing by default when a PM call is created You may have slight variations on a standard PM BOM and routing depending on how often you service the covered item The BOM type enables you to create variations of a standard BOM and routing based on a type code Set up BOM types in Generalized Codes Maintenance for field sap_bom_type Number 1788 Customer 1001000 End User 01000000 Ln Format S M Single BOM type End User Item Detail M Line Svc Type Supported Item Item Qty Serial Net Price code IS 1 BILLABLE 10 10000 1 0 8753 9742 100 00 appended to PM BOM 2 PM Schedule for Line 1 and routing _ Schedule Actual Call ID BOM Type Assigned Comments i Your standard BOM and routing may be slightly different for an annual visit a quarterly visit or a monthly visit You can create three BOM types A for annual Q for quarterly and M for monthly and associate the appropriate one with the scheduled date When the call is generated the system determines the PM BOM and routing associated with the item in Service Item Maintenance Then it appends the BOM type letter to this code PM Sch
196. ce End User 1008000 Customer No 1008000 11 3 1 Name Address City Country Custom Homes and Buildings 2670 Tenth Street Phoenix County United States of America Sort Custom Homes and Buildings Suite 100 Post 85028 State AZ Installed Base Item Data Item Number 10 10000 Serial 87653 440d Description OASIS TM COOLING SYST HOME INDUST MODEL Model Rev Level AB Install Date 10 21 1993 Parent ET Component Last PM Date Next PM Date 10 21 1994 PM Days 365 Invoice Number 300004 Comments Reference 0 Item Type S Warranty Code W 1 Warranty Expiration 01 19 1994 Quantity 1 0 Sales Order 10022 Ship Date 10 21 1993 End User Address Frame After you enter or select a valid end user the system fills in the fields in this frame from the end user record for display only FAQAD 54 QAD 2007 User Guide Service Support Management b See Chapter 4 Multiple Time Zones for details Tip If you add installed items manually enter a question mark in the Ref field to see the next available reference number RQAD Installed Base Item Data Frame In this frame you specify or update information related to the installed base item The Sales Order Line Ship Date and Invoice Number fields are display only The system updates them when the item is added to the installed base during Invoice Post or from Call Activity Recording The Parent and Component fields are a
197. ce Types RMA Maintenance Warranty Contract Duration 90 days Response Time 4 hours Duration 3 years Response Time 48 hours Call Quote Price List SSM1 Maintenance Coverage Hours 9am 5pm Coverage Limit 50 Price List SSM2 Coverage Hours 8am 9pm Coverage Limit 75 Call Activity Recording Hug Service Quote Contract Maintenance Service Support Areas Default Service Types Generally warranties and service contracts cover transactions that could otherwise be billable such as labor repair items or expenses However you may also receive requests for service on items with an expired warranty or without a current service contract The Service Support Management module requires a default service type for these cases SSM uses two default service types one for calls and one for RMAs For calls specify the default service type in the Default Call Service Type field in Call Management Control 11 1 24 For RMAs specify the default in the Default RMA Contract field in RMAJ RTS Control 11 7 24 Default service types establish basics such as the hours your support department takes calls and your response time to such requests You must have at least one service type to use Call Maintenance You can use either a warranty or contract type for the RMA default the See Charge call default must be a contract type Normally a default service type does nae 103 fa
198. ce is zero Search Order During processing the system looks for prices in the sequence listed in Table 6 3 Search Work Service Product Service Item Order Code Group Line Category Number 1 V P4 4 2 4 V V 3 4 4 Automatic Pricing 211 Search Work Service Product Service Item Order Code Group Line Category Number 4 P4 V 5 4 4 6 4 Included in the price list search are the call currency and effective days Set up labor and expense prices with a blank unit of measure Expense Cost Lists You also define expense cost lists with Service Pricing Maintenance Type E lists Fig 6 4 Service Pricing Maintenance wu i define standard g ds List for ice Li f nses expense costs me Type C R E Expense Costs pe e in CAR Work Code Product Line 1P Service Group Service Category E is Work code tem Number rvi r Unit of Measure P Unit of Measure Service group sters E series and product Expiration line are Amount Type P DMP optional Specify an expense 7 0 Service category The cost list determines the standard cost for expenses recorded in Call Quote Maintenance and Call Activity Recording The cost list must have the same price list code as the corresponding repair price list specified on the service type If the system finds no cost the standard cost for the expense defaults to zer
199. centage additional charge is treated as an uplift AT This output only field displays the amount type from the definition of the additional charge item either F fixed or P percentage A fixed price additional charge is an amount added to or subtracted from the contract trailer FAQAD 286 QAD 2007 User Guide Service Support Management Tip Price update can be controlled through field security Tip Press Go at the Discount field for the system calculated amount to display FAQAD A percentage additional charge is a markup or discount applied to the total for the items covered on the contract Net Price This field defaults from the price list in effect otherwise it is zero Define contract price lists with Service Pricing Maintenance You can change this value If the net price does not default to zero List Price is the net price The system considers any change to the net price a discount and displays it in the Disc field in the item detail If the price defaults to zero and you enter a price the system considers it the list price of the item but recalculates list price if you change the net price Disc Pct The system calculates and displays a discount when the item s net price was derived from a price list setting the list price and then changed You can also enter a discount manually causing the system to recalculate the net price from the price list or the net price you entered after you
200. class on the detail records default either from Service Category Maintenance or from Item Master Maintenance You can modify this Important If you make additional changes in CAR for a call line the system deletes and regenerates the billing records associated with the line This means that if you have overridden the default tax status or class of a detail record you must make the change again in CIR Reviewing and Editing Taxes Review and edit tax records in the Call Invoice Recording trailer just like in a sales order trailer If Update Tax Allowed is No for the tax rate in effect you cannot edit tax amounts Yes in this field causes another frame to display call billing detail records Call ID CA124 Non Taxable 0 00 Taxable 100 00 Tax Date Containers 0 00 Line Charges 0 00 View Edit Tax Detail CR Initials Credit Card Action Status Revision 0 EDI PO Ack 3 Call Selection Bill To 1001000 Currency USD Taxable Service Taxable Freight Taxable Special Fig 7 6 Trailer Frame in CIR End User 1001005 Line Total 100 00 Disc Amt 0 00 Total Tax 7 76 Total 107 76 ov Print Sales Order AR Acct 1200 Print Pack List 2 Print Inv Hist Lai EDI Inv Hist O Partial OK Prepaid 0 00 FOB Point ESCONDIDO Ship Via GROUND BOL FAQAD 230 QAD 2007 User Guide Service Support Management Fig 7 7 Trailer Frame in CIR FAQAD If View Edit Tax Details is Yes
201. cle Mo P Billed Count 0 0 Comments 0 Reference 0 P Taxable O Je Start Date 07 01 2002 B Product Line 1YRC P Disc Pelo End Date 06 30 2003 PM Item List Price 0 00 Price List SSM1 Auto Renew O Extended Price 3 600 00 Description OASIS TM COOLING SYST Service BASIC SERVICE CONTRACT sales accoun B000 JP IP PP D Discount Account 3900 P LJ 53 O Q Line Enter a number identifying a detail line or leave blank for a system generated number Line numbers can be up to 5 digits Service Type Service type defaults from the header but can be changed If you modify it the system uses the price list from the new service type for this item and you can copy the service limits associated with the new service type if no amounts were accumulated against the current limits Item Enter the number of an item to be covered by this contract Items are validated according to the setting of Items Must Exist in Service Management Control and Items in Installed Base in Contract Control An item can be covered only by one contract at a time When a call is taken for an item the system searches first for contract lines for the specified item serial and reference If they exist the system uses the contract s terms and conditions for coverage Item Qty Serial Enter the number of items covered on this contract line If the Item Qty is 1 and this is a serialized item enter the serial number that uniquely identif
202. codes including call statuses call types and call queues using the appropriate maintenance function In addition you should define some generalized codes Set up call defaults to streamline data entry during call creation Review and define the settings in Call Management Control to reflect your business practices To record the service activity required to resolve a call and produce an invoice set up the codes required for Call Activity Recording Other optional features you may want to set up include service structures and routings escalations areas and engineers Figure 11 1 illustrates functions related to supporting and resolving calls b See Chapter 2 Installed Base on page 19 b See Chapter 3 Service Setup on page 79 RQAD 350 QAD 2007 User Guide Service Support Management Fig 11 1 Functions Supporting Call Management FAQAD Call Setu Call M D Contracts amp S Management a E Warranties t Installed CALL CA222 Material i Base Orders i ES Customers amp 8 5 02 SR peus End Users 10 32am Maintenance Service Contract 112 Call Structures Activity Routings Mr John Days of Recording Service D Universal Boxes Inc D paga Codes called to report a problem A with a strapping machine Call Escalations 822167 Invoice TNR B PIT E Recording Call nea Call Codes O Escalation E Monitor Engineers RMA Schedu
203. contract is in effect is not recommended and could have unpredictable results Renewal and Contract Limits When Contract Limits is Yes in Contract Control the system provides two options for managing limits during contract renewal The Renew Limits From field in Contract Control has two values C indicates that limits should be copied from the old contract The system changes the effective dates on the limits to reflect the start and end dates of the renewed contract This is the correct choice if you have created limits that are unique to a particular contract or modified limits copied from the service type S indicates that limits should be copied from the contract type just as when a contract is created This is useful for organizations that want to phase in changes by setting them up in the contract type using effective dates During renewal the system applies the limits that are effective for the new contract start date Renew Limits From in the control program defaults to Contract Maintenance where you can modify the setting on a contract by contract basis When one contract is copied or renewed you can modify this value When you renew in batch the system checks the value for each contract and processes it according to the option selected Note Whenever limits are copied or renewed the system resets any amounts recorded against them to zero Service Contracts 245 Effect of Renew Limits From Field The Renew Limits Fr
204. cording like any other service calls To schedule each subsequent PM call on a contract you must first close the preceding one Close a call by setting its status to the Close status as defined in Call Management Control 11 1 24 When you close a PM call the system displays the close date in the Actual date field in the PM schedule frame If Create PM Calls is Yes in Contract Control when a call is closed the system automatically generates the next call on the schedule It uses the following values when creating the call The next open date on the PM schedule becomes the new call s next status date If specified BOM type determines the BOM and routing associated with the call The Assigned Engineer on the PM schedule is associated with the call Comments on the PM schedule are used for the call description The open date of the new call is set to the close date of the previous one PM Scheduling 345 Note When a PM call is canceled the next call is generated just as if the call had been closed When a PM call for an item in the installed base is closed the system updates the installed base record This update occurs regardless of the setting of Create PM Calls The last PM date is updated to the call closure date The next PM date is reset based on the last PM date plus the value of Days Between PM defined for the item FAQAD 346 QAD 2007 User Guide Service Support Management FAQAD 366
205. cost of details recorded in CAR when the other key fields match Revenue Product Lines Revenue product lines are similar to charge product lines However in the case of revenue product lines the financial impact represents the income from service activity rather than the cost Another important difference is that the system applies charge product lines to the usage detail consumed in Call Activity Recording Revenue product lines however are applied at a higher level to the item being A different charge product line can be specified for each item consumed each expense and each hour of labor Revenue product lines track income from the service activity only for the item repaired Service Setup 111 Like charge product lines you can base revenue product lines on several criteria Criteria for revenue product lines are limited however to the service type and work code associated with the call line or the product line and service group of the item being repaired The charge code and service category do not apply Table 3 4 summarizes the differences between charge and revenue product lines Table 3 4 Charge Product Line Revenue Product Line Product Line Used For The costs of service activity The income from service activity Comparison Applies To Detail usage records Call line items Key Includes Charge Code Work Code Work Code Service Type Service Category Service Item Product Line Service Group Type Item Product Line S
206. count 3900 p EL LI O Q Set up the additional charge item Additional Caller in Contract Additional Charges with a fixed type Then specify it in one of the additional charges frames of Contract Maintenance either end user or contract wide The system retrieves its amount type F and derives its price from the price list associated with the line In this case the price is 10 per month The system derives the extended price by multiplying the net price by the number of months of coverage in this case 12 gt See Changing When modifying or editing additional charge lines the system applies the ol same edits as it does for contract lines 263 fi we i RA D The total additional charge displays in a separate line on the contract trailer and on the contract invoice If End User Totals is Yes in Contract Control the total additional charge for the end user displays in the End User Total frame FAQAD Service Contracts 257 Fig 8 8 Contract Maintenance Additional Charge Number 210 Customer 1001000 Bill To 1001000 Displays on Trailer Additional charges Non Taxable 120 00 Currency USD Line Total 0 00 display on a Taxable 0 00 Additional Charges 120 00 Tax Date 08 01 2002 0 00 Disc Amt 0 00 2 separate line Taxable Service 11 D 0 00 in the contract Taxable Freight a 0 00 trailer Taxable Special 31 0 00 Total Tax 0 00 View Edit Tax Detail Total 120 00 CR Initials Print Contract
207. ct for example if some of the contract is renegotiated The system prevents this change if any call lines reference the contract header or line for coverage Adding limits could result in invalidating those that currently exist To prevent limit consumption at invoice post from not matching consumption in CAR limit records cannot be added to a contract until you post all open call reports Service Contracts 243 Example A limit line provides 50 coverage for the Labor invoice sort A call references this limit and the covered amount is based on it Now you add a limit record to the contract for work code TECH and service category LABORI for 25 coverage This new record applies to the line currently open that used the Labor invoice sort coverage When the invoice is posted the limit that now applies work code and service category is not the one applied in CAR Changing Contract Start and End Dates The effective dates on limits are related to the start and end dates at the associated contract level As a result you cannot always change the contract dates When open calls reference limit records you cannot move the contract start or end date within the range defined by the open dates of the first and last call with accumulated amounts Example A contract starts on 11 01 00 and ends on 12 30 00 You take a call on 11 15 00 for an item covered by a contract line and record activity that consumes limits in Call Activity Recording You ca
208. ct 329 correcting unposted contract 327 generating from CIR 516 generating in Call Activity Recording 467 modifying in CIR 519 printing call detail 517 reprinting contract 325 RMA 702 ISB History Browse 38 ISB History Delete Archive 38 ISB History Report 38 ISB Unit Quantity 41 45 isb owner 57 isb status 57 ISBPST prn 62 Item End Users field Contract Control 775 contract frame sequence 266 290 Items in Installed Base field 35 363 381 746 Contract Control 770 RQAD QAD 2007 User Guide Service Support Management Items Must Exist 36 363 381 L languages invoice sort labels 87 letters installed base marketing 75 Limit Allocations to Avail to Allocate 638 684 Limit by Availability field Call Maintenance 392 Engineer Schedule Control 789 Limit by Problem Skill field Call Maintenance 392 Engineer Schedule Control 790 Limit by Service Area field Call Maintenance 392 Engineer Schedule Control 789 Limit by Time Zone field Call Maintenance 144 Engineer Schedule Control 790 limits by invoice sort 174 by work code service category 176 Call Activity Recording 449 call quotes 424 changing on contract 242 charge code 185 contract type 170 copying 239 effective dates 178 list price 184 multiple levels 185 percent of coverage 183 renewing contracts 244 total 182 warranty 196 Limits Consumption Inquiry 247 Limits Consumption Report 248 list price limit 184 192 Load Available Structure 39 477
209. ction gt See End User frame appears Use this frame to find an appropriate end user record epee da for the call If you are creating a call for an end user that already has other calls See Calls for End User Pop the system prompts you to display these calls when you press Go Selecting a call from this window replaces the call you were about to create Use this feature to combine calls for the same end user Up on page 384 You cannot change the end user associated with a call after you open reports in Call Activity Recording Item Number Specify the number of the item requiring service If the end user supplied an installed base serial number the system fills in this field If this item is in the installed base it must belong to the end user entered previously If Items Must Exist is Yes in Service Management Control this field Tip is validated against items defined in the item master If Items in Two control program settings Installed Base is Yes the item must also exist in the installed base affect the validation before you can take a call for it of this field If System Level on Calls is Yes in Call Management Control the next previous processing in this field is affected Only items in the installed base that have a system type that matches the system type specified for System Level in Service Management Control display If the item you enter has been set up in the item master as serial controlled
210. ctive from January 1 1999 to December 31 1999 with two limits The first limit is effective from 1 1 99 to 6 30 99 The second is effective from 7 1 99 to 12 31 00 When you renew this contract for the same date range in 2000 the system copies the limits and adjusts the year from 1999 to 2000 RQAD 246 QAD 2007 User Guide Service Support Management Table 8 1 Effective Dates FAQAD Now renew the contract from 5 1 00 to 4 30 01 The system adjusts the year and calculates the monthly offset from the old contract start date 1 1 99 which is 4 The system adds the offset to the limits 1 1 99 to 6 30 99 becomes 5 1 00 to 10 31 00 7 1 99 to 12 31 00 becomes 11 1 00 to 4 31 01 However contracts do not have to start on the first of the month What happens if the original contract is renewed from 5 15 00 to 5 15 01 The system calculates a month offset 4 and a day offset 14 and adds them to the original limit dates 1 1 99 to 6 30 99 becomes 5 15 00 to 11 14 00 7 1 99 to 12 31 00 becomes 11 15 00 to 5 14 01 Consumption of Limits When you record activity in Call Activity Recording the system accumulates amounts against limits found at the lowest level of the contract If you have set up limit amounts using effective dates the amount applies from the start to the stop date of the effective range Example You might have limits with effective dates like those in Table 8 1 Invoice Sort Amount Effective Dates
211. ctivity You can change the prices the system suggests However to prevent arbitrary changes you can set up field security on pricing fields Implementation Issues You can set up service price lists in several ways One way may be more or less suitable depending on your business practices Some of the issues to consider in setting up price lists include Should price lists be for individual items or based on some kind of item grouping Should prices be the same no matter what kind of work is involved Are fixed prices and exchange prices needed When should prices be effective Service price lists enable you to embed the special codes related to service activity in your pricing structure You can base prices on work code service group and service category Common Attributes of Price Lists Service price lists are similar to the item price lists in the Price List and Discount Menu 1 10 Create and maintain them in Service Pricing Maintenance 11 17 1 or Service Price List Copy 11 17 4 While service price lists are similar to other price lists the system uses there are some important differences Service Attributes Service price lists can indicate special service attributes work code service group and service category This enables you to tailor them to service needs Price List Type When you create a service price list you select a price list type C R or E These types have special meaning in service
212. cts 259 To use automated pricing consider setting up a distinct service type with unique price lists that are used only for blanket pricing If you enter an item number on a blanket contract line the system finds the price for that item If you are creating a blanket contract that covers all an end user s items automated pricing can occur only by product line Since there is no item to establish a product line the system uses the product line of the service type in searching for a price for a blanket contract with blank items Overlapping Coverage The system does not allow an item to be covered on two different contracts with overlapping coverage dates But some other types of overlapping coverage are allowed An item can be covered by both a warranty and a contract e You can add an item to the same contract more than once if the service type for the two lines is different You can use this feature to cover an item for a 24 hour day but provide different terms and conditions based on different service types for days and nights e An item can be covered specifically on a contract at the same time it is covered by a blanket contract either for the end user and item combination or for the end user only Overlapping Coverage in Calls When you add an item with multiple coverage sources to a call you can P See Multiple select the coverage to be used A lookup lists each coverage source the edu Pe start and end dates serv
213. cts 301 Renewing Contracts Contracts always have start and end dates To remain in effect the contracts must be renewed There are several ways to accomplish this 1 Use Contract Maintenance to extend the end date 2 Use Renew Single Contract 11 5 13 8 to renew a particular contract that is about to expire 3 For contract lines with Auto Renew set to Yes use Renewal Process Report 11 5 13 10 to renew lines for selected ranges of contracts and end users 4 Copy the existing contract to a new contract with Contract Copy to See Copying Contract 11 5 13 6 Contracts on page 299 When you use either method 2 or 3 the system verifies that the contract has been fully billed before it can be renewed PO Required If the customer or end users associated with a contract require a purchase order the system carries over the existing purchase order numbers when contracts are renewed If a new PO applies to the renewed contract change it manually Renewal Numbers Contracts cannot be renewed to the same number The system retrieves the next available number from Contract Control except in cases where a new number can be supplied There are several good business reasons for contracts to be renewed with new numbers Renewing to the same number reinitializes the existing contract This could easily leave a lapse in coverage at the end of the year between the time the contract was renewed and the beginning of the next ye
214. d Coverage Limits user item sequence on page 276 FAQAD Service Contracts 295 Item End User Address Frame After completing header limits you specify an end user who owns specific instances of the previously defined default item Fig 8 23 Item End User Address Frame Number 1234 Item End Users Bill End Users 1 Customer 001 Bill To 001 Service Type STANDARL Item End User End User 001 B Customer 001 Bill To 001 ov End User Ship To PEI Computers PEI Computers Ltd Distribution Center 37 Atlantic Road 24 Front Street Ontario A1AA1A Canada Item End User Use this frame to modify defaults associated with the end user In item end user sequence you can modify only a few fields associated with the end user Fig 8 24 Item End User Number 1234 Item End Users Bill End Users Customer 001 Bill To 001 Service Type STANDARI Auto Renew Bill To 001 Currency USD PEI Computers PEI Computers Ltd Distribution Center 37 Atlantic Road 24 Front Street Ontario Avonlea 414 ALA Canada Canada Default values for the other fields not displayed in this pop up either do not apply blanket end user or are set in the default item record billing cycle start and end dates project AQAD 296 QAD 2007 User Guide Service Support Management Fig 8 25 Item End User Detail See Entering End User Item Details on page 279 P See Scheduling Visits for a Line Item on page 338 FAQAD
215. d 66 O office open close 26 On Call Maintenance 577 Open Material Order Report 648 over limit charge code 185 193 overhead service account 544 overlapping coverage 260 Override Scheduling Options field 156 Engineer Schedule Control 790 Override Scheduling Options pop up Call Maintenance 392 MTZ active 144 Engineer Availability Inquiry 592 ownership 57 P page engineer 398 400 pager 570 Paging Control 791 parent component relationships installed base 58 Pending Invoice Maintenance 326 681 703 pending return 100 percent of coverage 183 period based billing 312 PM scheduling days between PM 339 PM See preventive maintenance PM PO RTS RMA Credit Pricing Menu 200 points area 580 available 581 primary 581 problem 581 time zone 581 preferences user 117 preventive maintenance PM bill of material 49 calls 408 days between 46 routing 49 scheduling 335 345 changing 339 Index creating calls 341 date calculation 340 price amount type 203 216 Price List Maintenance 1 10 1 1 return material authorizations RMA 696 price lists 201 amount type 203 216 call 206 Call Activity Recording 481 contract 204 currency 202 effective dates 202 expense cost 211 field validations 212 productline 207 repair 206 RMA 687 service group 207 service type 168 type C 204 type E 211 type R 206 unit of measure 203 work code 207 pricing 201 contract additional charges 251 contract line ite
216. d Revenue To accrue revenue for this contract set Revenue Type to A Bill Arrears must be set to Yes In accrual basis accounting revenue is recorded in the period in which it is earned regardless of whether cash is received in that period Run Revenue Recognition 11 5 18 21 to accrue amounts usually monthly Deferred Revenue To defer revenue for this contract set Revenue Type to D Bill Arrears must be set to No Perform the normal invoicing procedure at the beginning of the contract coverage period Collected revenue is held in a deferred account and is posted periodically over the contract duration when you run Revenue Recognition Bill Summary Enter Yes to invoice this contract in summary format otherwise enter No This field defaults from Contract Control When Bill Summary is Yes the details that are not printed on an invoice are stored in the database You can view these details using Billing Detail Report 11 5 18 14 The setting of Bill Summary interacts with Bill End Users and Item End Users Service Contracts 273 Period Based Billing Indicate whether contract billing is gt For details see synchronized with calendar months Billing on Yes Invoicing begins on the first day of the next calendar month page 312 regardless of the start date of the contract For example a contract with a start date of January 23 is billed starting on February 1 No Billing periods for contract invoices use the actual start
217. d routings you specify here apply to this item when you service it at the associated site Site Enter the code that identifies a site for defining unique BOMs and routings for the current item Since items and procedures may vary by site the system uses these BOMs and routings by default in call functions associated with this site Installed Base 51 gt See Search Algorithm on page 95 for details on how default sites are found Fig 2 15 Service Item by Site Maintenance 11 3 9 FAQAD 52 QAD 2007 User Guide Service Support Management After you enter or select a valid part number and site the system fills in the other fields in this frame from the item record for display only See Service The fields for BOMs and routings are exactly the same as those in er pu Service Item Maintenance rame on page 47 Creating Installed Base Records The installed base consists of records tying items with the end users who use them Figure 2 16 illustrates ways you can create these records Manually using Installed Base Item Maintenance 11 3 1 and Installed Configuration Maintenance 11 3 5 Automatically when you post invoices for sales order shipments and RMA issues and receipts Automatically from call tracking functions When you close a call in Call Maintenance you can update the installed base Otherwise Call Activity Recording can update the installed base for the item on the call and for items issued
218. d transaction detail the report status must be invoiceable or closed The system sets the report status to H hold if it encounters any errors while issuing inventory A call with a report on hold cannot be completed Closing a Call A call is closed when its status is set to the Close Status in Call Management Control This status is the final status of a call and indicates service activity for this call is finished and ready for invoicing Once a call is closed you can record no more activity However you can reopen closed calls by changing their status If you take calls for items that are not in the installed base the system creates an installed base record when the status of the call is set to closed Normally however if any activity has been recorded for the call the installed base record is created in Call Activity Recording You can also move closed calls that are fully invoiced to history and then archive and remove them from the system Close calls from the following functions Call Maintenance Call Activity Recording Call Queue Manager Engineer Assignment Maintenance With slight variations each program makes similar verification and produces similar effects You cannot use escalation sequences to close calls automatically Effects of Closing a Call The system takes a number of actions when a call is closed If the call is for an item that is not yet in the installed base and no activity is recorded in Call
219. d user defined on the contract Important When Bill End Users is Yes you must ensure that your end users are also defined in Customer Maintenance The control program field sets the default for the same field in the header of new contract quotes and contracts Summarized or Detail Billing Set a default value for Bill Summary in Contract Control The value for each contract determines the format of invoices generated by Billing Release to Invoice When Bill Summary is Yes for a contract the details that are not printed on an invoice are stored in the database You can view these details using Billing Detail Report The effect of summarized billing depends on the settings of Bill End Users and Item End Users When you are billing the contract customer Billing Release to Invoice generates one invoice to the bill to address on the contract header When you are billing the contract end users Billing Release to Invoice generates one invoice for each end user bill to address Note The exceptions to generating single invoices are noted in the following section Table 9 1 illustrates the effects of various control settings when you are billing the contract customer Bill End Users is No Table 9 1 Item End Users Bill Summary Invoice Content Interaction of EET Customer Invoice No No Detailed billing information for each end Options user item combination sequenced by end user Yes No Detailed billing information for each ite
220. d with the engineer when determining the call site which can also affect the BOM and routing suggested by the system in the Item Service Structure Detail frame Tip Set up values in Generalized Codes Maintenance 36 2 13 for the field ca severity Tip Set up values in Generalized Codes Maintenance for field fsskill RQAD 388 QAD 2007 User Guide Service Support Management Tip Lower numbers indicate higher priority FAQAD The engineer scheduling sequence in Call Maintenance considers only the engineer associated with the call header when calculating engineer load If different engineers are specified for some line items their availability is not affected Priority Enter a number to indicate how important this call is In order of precedence the value in the Priority field defaults from The Call Priority field in End User Address Maintenance if this is not zero The Priority field in either Warranty Type Maintenance or Contract Type Maintenance The priority of the Default Call Service Type defined in Contract Control The user s priority defined in Service Support User Preferences If an escalation is in effect the system deducts the number of points in the Bump Priority field from the initial default value Queue Enter the queue to which this call is assigned Set up queues with Call Queue Maintenance 11 1 21 7 For a new call this field defaults first from the escalation sequence in effect
221. date of the contract header and line without synchronizing to the start and end days of the month A contract on a monthly cycle starting on January 23 is billed on January 23 February 23 March 23 and so on assuming Bill Arrears is No Period Based Billing works in conjunction with Prorate Partial Periods Prorate Partial Periods Indicate how the system should invoice for P For details see coverage periods that are less than a complete month Prorating Partial Periods on Yes Invoices are generated for partial periods based on the page 313 percentage of a month the partial period represents No When Period Based Billing is Yes partial periods are essentially given away free and no invoice is generated for them If Period Based Billing is Yes partial periods are likely to occur You can use the Prorate Partial Periods field to ensure that any partial periods are included in invoicing If Period Based Billing is Yes and Prorate Partial Periods is No any days in the partial period prior to the beginning of the month are essentially given away free Next Bill This system displays the next date when an invoice should See Correcting a be generated for this contract This field normally should not be P d changed and cannot be updated in Contract Maintenance If necessary use Billing Date Correction 11 5 18 19 to change the next billing date Billing Release to Invoice selects contracts for billing based on the he
222. de Service Support Management Fig 4 4 End User Time Zone Change Utility 11 21 22 20 FAQAD If you accepted the date and time suggested by the system the date and time associated with the call are not relative to the end user They reflect the time zone of your server machine Changing End Users After Using MTZ When MTZ is active and you create an end user you must specify a time zone This is true in End User Address Maintenance and in the other programs where you create end users such as Call Maintenance Call Quote Maintenance RMA Maintenance Contract Maintenance and Contract Quote Maintenance Once an end user record exists you can only change the time zone using End User Time Zone Change Utility This is because the utility also updates each call associated with the end user so that call dates and times reflect the correct time zone When used for this purpose you should leave the default Yes in the Current Times Relative to End User prompt After MTZ is active the system always stores time relative to the end user time zone Note Normally you can update the time zone associated with a customer in Customer Maintenance However if the customer is also an end user the two records share the same address information and you must use this utility to update the customer time zone Screen Reference Figure 4 4 illustrates End User Time Zone Change Utility End User Time Zone Change Util EE OBIE Banas
223. default precedence End Call Escal Cont User Control Field User Default Seq War Pref Program Other Description 1 Duration 1 Escalation 1 2 3 4 Next Status 1 Date Time Next Queue 1 2 Call Status Next Status 2 1 3 Call Status PO Required 1 Priority 1 May 4 3 2 bump Def Serv War Type Serv Type Problem 1 Queue 2 1 3 4 Service Type 1 Severity 1 2 Status 2 1 3 Time 1 2 Window Type 1 2 Work Code 1 Structure 1 2 Window Call Management 363 Note Calls created by the system in the background installation calls from invoice post and PM calls from contract schedules are not initially affected by escalations This is because these calls are normally scheduled in advance The call is escalated only after the call reaches the next status date and time initially set by the system Control Settings Service Management Control 11 24 and Call Management Control P See Chapter 23 11 1 24 affect call creation call tracking escalations and call queue Nai on management This section discusses some settings in these functions that page 745 for are especially important complete descriptions of control program For Which Items Can You Take Calls setings Service Management Control determines whether you can take calls only for items in the installed base for any item defined in the item master or for any item at all Set
224. defined with Inventory Status Code Maintenance 1 1 1 However you normally use these two statuses together to control return processing Each of the attributes of the return status controls a different aspect of the process Exchange determines if you give credit for an item returned from the customer You can only exchange items in CAR Exchange and Pending cannot both be Yes Good and Scrap determine default locations for repairable Good and non repairable Scrap items Good and Scrap cannot both be Yes Pending is for items ordered on an MO and returned in CAR It determines if the inventory transactions take place in CAR or later in MO Direct Pending Returns A pending status requires that Exchange is No Good is Yes and Scrap is No Standard Returns Set Pending to No and Exchange to No for a standard return without any billing For example an engineer orders five items on an MO for a call and uses only four of them You load the five items into item usage records in Call Activity Recording One of them must be returned CAR can do this directly or you can use MO Direct Pending Returns Service Setup 99 Tip Non repairable items are those for which the Repairable field is No in Service Item Maintenance b See Location Attributes on page 97 RQAD 100 QAD 2007 User Guide Service Support Management FAQAD The same situation might occur if the engineer ordered too many items on an MO for inventory
225. determined by the program executing the search From Call Maintenance category is always call From Call Quote Maintenance category is always quote FAQAD 360 QAD 2007 User Guide Service Support Management Call Default Maintenance Define default call information with Call Default Maintenance 11 1 21 10 Fig 11 7 Call Default Call Default Maintenance Maintenance Category Call Call Quote 11 1 21 10 Work Code Tech Model Call Severity F wee Gen iergency Call Taken in Call Maintenance Category Call Quote Category must be either Call or Quote and determines where the defaults are used Call Maintenance uses only call defaults with a call category Call Quote Maintenance uses only defaults with a quote category To define a set of generic defaults for all calls specify call in the Category field and leave the other key fields blank P See Work Work Code This field can be blank If specified it is part of the Codes on default search key and enables you to base call defaults on the kind of page 82 work being done Work codes provide a general means for categorizing the kind of work needed to address a call and tie into invoicing and service limits Define work codes with Work Code Maintenance 11 21 1 Define default work codes in Call Management Control 11 1 24 The system uses these defaults when calls are created the technical work code when calls are created with Call Maintenance the in
226. ds of warranties in a central location and tailor warranties to specific customers Warranties affect Call Maintenance RMA Maintenance and Call Activity Recording The warranty information is used when these functions refer to an item in the installed base Setting Up Warranties in the Installed Base In SSM you give the warranty type a code to identify it and then define it You then assign the warranty to items in Service Item Maintenance 11 3 7 If you are using the interface between sales orders and service that supports automatic updating of the installed base the system uses the default warranty when you add an item to the installed base Coverage begins on the ship date If SO Edit ISB Defaults is Yes in Sales Order Control you can change the warranty type before the system creates the installed base record When warranty coverage information is associated with installed base items it is also available to other service functions The warranty is specific to an installed base record Contract and Warranty Types 195 Table 5 7 summarizes setting up warranty codes Table 5 7 Function Action Setting Up 11 24 Set Ship to Installed Base to Yes Warranty Codes 11 3 15 Define warranty type 11 3 7 Attach warranty type to item and set Installed Base to Yes 11 3 1 Create installed base record manually 7 13 4 Create installed base record automatically by posting invoice for sales order Tailoring Warranties by Type of Use
227. e When you specify an amount in List Price Limit and the list price of a particular item exceeds this amount in Call Activity Recording the item is not covered even if limits have not yet been consumed The system suggests the over limit charge code Note Overriding the billable charge code has no effect on the covered amount for an item that exceeds the list price limit The covered amount always defaults to zero but you can change it Contract and Warranty Types 185 Under Limit Charge Code You can associate two charge codes with each limit record an under limit and over limit charge code These charge codes direct financial impacts to charge product lines in Call Activity Recording If you do not specify charge codes for detailed limits the system looks for charge codes associated with the Total Yes record If none exist there the system uses default charge codes defined with Default Charge Code Maintenance On a contract type use a charge code with either contract or covered set to Yes for the under limit charge code Similarly for a warranty use a charge code with warranty or covered set to Yes However use covered charge codes carefully They are intended to indicate a generic coverage such as that provided by the Default Call Service Type in Call Management Control You can also set up generic service types for special purposes in call management Important Never use the covered charge code on service types that form the
228. e the last day of coverage is April 5 April has 30 days So the prorated price is 15 divided by 30 resulting in 0 5 months If the last day of coverage was May 5 the calculation would use 31 days and have a slightly different result The header start and end date determine the billing periods for a contract The system then attempts to fit each line within the periods defined by the header If a contract line begins or ends on a different day than the contract header this can result in partial periods for the line that are then either dropped or prorated depending on the control program settings RQAD 314 QAD 2007 User Guide Service Support Management b See Managing Deferred and Accrued Revenue on page 317 Tip The invoice for contract wide additional charges is always sent to the header billing address regardless of the value of Bill End Users FAQAD For example a contract has header dates of January 15 to March 14 and a monthly billing cycle Period Based Billing and Bill Arrears are both No The billing periods for the contract would be January 15 to February 14 and February 15 to March 14 The system bases line item billing on the same periods The first line item on the contract has start and end dates of February 1 to February 28 The system bills this as two partial periods using the header billing periods The system bills line coverage for February 1 to February 14 in the first period and coverage f
229. e 11 36 illustrates the Call Generator when Input Source is P Call Generator Input Source P PM Schedules Installed Base Field Notification From pate wo B Contract Number P p Assigned p Call Date 07 Print Report O ov You can generate calls based on a range of schedule dates a range of contract numbers and a range of assigned engineers When Create PM Calls is Yes in Contract Control the system creates only the first call on a PM schedule In the call generator one call is created for each scheduled date within the date selection range If your date range is wide more than one call may be created for a particular schedule Example A item on a contract has a visit scheduled every 30 days starting on 01 01 02 You execute the Call Generator with a date range of 01 01 02 03 01 02 Three calls are generated for this item You can generate a report listing the calls created during the execution of the Call Generator If you choose not to generate a report a message displays when the program completes indicating the number of calls created and the range of call numbers Call Management 409 Generating Installed Base Calls You can also use the Call Generator for items in the installed base Use this feature to meet many needs relative to installed base updates that do not require the additional level of control provided with field notifications When creating calls for installed base items specify a work c
230. e 199 for details on setting up service price lists FAQAD When you post an invoice for a contract billing the system credits the product line sales and sales discount accounts You can modify accounts line by line on a contract if Modify Sales Accounts is Yes in Contract Control Automatic Pricing The price lists you associate with service types support automatic pricing for many service activities On contract types you can specify three price lists contract call and RMA credit On warranty types you can only specify the first two Each of these price lists has a different use Contract price lists determine what the system charges the customer for coverage of items on the contract This determines the amount the customer is invoiced for the contract itself Invoicing for actual service performed is separate Define these price lists with Service Pricing Maintenance 11 17 1 as a type C contract The call price list defaults to contract quotes and contracts that reference a service type When a call is opened that is covered by the contract Call Activity Recording CAR uses the call price list to determine the price for labor expenses and items you use in providing service on a call The call price list also determines credits for items exchanged in CAR and fixed prices Define these price lists in Service Pricing Maintenance with type R repair You can create a type E expense list with the same price list code t
231. e 303 Renewing Contracts Automatically 00 0 0 0 0 e eee ee eee 304 Contract Delete Archive eee eee 306 Contract Quotes i cirea l n ced ea sed hd eed dh bbw Eder ee eee 307 RQAD X QAD 2007 User Guide Service Support Management Chapter9 Contract Billing 0 cece eee eee 309 Managing Contract Billing 0 0 ee eee eee 310 Billing Cycles ene cet bee nm Rem he praem a Er Rh ae ee 311 Period Based Billing 0 0 0 cece ee eee eee 312 Prorating Partial Periods 0 cece eee eee nee 313 Billing in Arrears 5 osse secre eem ce mea 314 Billing Customers or End Users 0 0 00 eee eee eee 314 Summarized or Detail Billing 0 00 0 eee 315 Service Sales Order Prefix 0 0 0 c cee eee ee eee 317 Managing Deferred and Accrued Revenue 0 0 0 0 eee ee eee 317 Revenue Accounts 0 0 eee eee eee teenies 318 Recognizing Revenue 0 cece eee eee eee nee 319 Viewing Deferred Accrued Revenue Records 321 Deleting Revenue Records 0 0 0 cece eee eee ee 321 Releasing Contract Invoices llle 322 Reprinting an Invoice 00 eee eee ne ene ene 325 Correcting a Billing 1 oui sepesi i Ge aha eee wd 326 Correcting an Unposted Invoice 0 0 cee eee eee 327 Correcting a Posted Invoice 0 0 0 329 Reviewing Contract Financial Data 0 eee eee 330 Contract Cas
232. e 4 15 to define engineers Fig 4 15 Engineer Employee Address Maintenance Employee BJW Engineer Code BJW 11 13 1 First Name Bill Last Name Whitehead Address 1 701 South Shore Lane Address 2 Address 3 City San Diego State CA Postal 92133 Country United States of America USA Home Phone 510 992 0293 Business Phone Extension SSN 728 03 9912 Birth Date 02 12 1954 Engineer Data Service Area AMERICAS P Pager 990 443 5487 Group Stetus aval P Current Location Site 10000 MTZ affects Schedule STANDAREP Locationipow P these two Field Engineer Calls per Day 10 fields _ Time Zone PST PDT FAQAD 154 QAD 2007 User Guide Service Support Management b The display time zone pop up is discussed in detail on page 146 Fig 4 16 Engineer Assignment Maint 11 13 15 8 FAQAD When MTZ is active a Time Zone field displays and Field Engineer has a special significance Time Zone defaults from the Server Time Zone and is validated against time zones you create with Multiple Time Zones Maintenance The engineer s time zone should reflect the time zone where the engineer is located It is used in conjunction with Field Engineer which indicates whether this engineer normally works at your site or at the end user site When Field Engineer is No the system interprets the schedule times for this engineer relative to this time zone When Field Engineer is Yes the
233. e Window is Yes in Call Management Control or if the user executing the procedure has set Call Time Window to Yes in Service Support User Preferences 11 21 23 If engineer scheduling is being used and Display by Calls is No in Engineer Schedule Control the system uses the estimated length of the call to calculate engineer availability Note Additional fields display if MTZ is active Event Date and Time Current Date and Time and Current Time Zone Travel And Estimated Time Estimated Length 0 Travel Distance Travel Time 000 00 wu S Call Management 391 Estimated Length Enter the call duration Defaults first from call defaults if you are using them then from the various call lengths associated with different work codes in Call Management Control 11 1 24 You can define five default call lengths in Call Management Control one each for PM Install Update and Corrective work codes and a general default that applies to the Technical work code and any others for which a default is not found This enables you to estimate duration based on the kind of work being performed The value you specify for estimated length defaults into the Hours field of the Call Engineer Schedule Maintenance frame as the amount of time the engineer needs for this call The system adds either the hours for an engineer or the number of calls to determine engineer load which is used by engineer scheduling to assign points Travel Distance
234. e before committing to service Often the sale of the service contract coincides with the sale of a product However customer relationships may dictate another approach where the bill is issued at the completion of the billing cycle rather than at the beginning Who typically receives the invoice for a contract In some organizations a central office handles billing In others each end user is responsible for paying coverage charges for the items they own and use What kind of information should appear on the contract invoice Some organizations prefer detailed information For others a summary statement is sufficient Use fields in Contract Control 11 5 24 to implement the decisions you make regarding these kinds of questions Contract Billing 311 Fig 9 1 Contract Control Service Contract Service Contract Billing Billing Frame Generate No Charge Lines Print No Charge Lines Bill Arrears 7 Default Billing Cycle Code Mo Period Based Billing s Start from Warranty 7 Prorate Partial Periods Copy Contract User Fields 4 Modify Sales Accounts 7 ov Billing Cycles You bill some contracts monthly some quarterly and some annually To identify different billing cycles create and maintain codes in Billing Cycle Code Maintenance 11 5 18 1 Fig 9 2 Billing Cycle Code Cycle QT Maintenance Description QUARTERLY BILLING 11 5 18 1 Quantity to Bill Bo The Quantity to Bill value represents the number of
235. e blank when Blanket is Yes Blanket coverage for any item To provide blanket coverage for an end user regardless of the items they possess set Blanket to Yes and add a contract line with a blank item number This kind of blanket contract provides general coverage for all the end user s items When you define a global blanket contract you cannot specify a serial or reference number and the PM item field is No and cannot be changed When the system searches for coverage in Call Maintenance and other call management functions it looks for contract coverage in this sequence e A contract line covering the specific item lot serial number and reference reported by the end user Blanket coverage provided for the reported item number Blanket coverage all items for the end user on the call The rules that apply to non blanket contracts related to overlapping coverage dates do not apply in the same way to blanket contracts Coverage can exist for a specific item at the same time a blanket contract exists for the same kind of item The system finds the most specific record first Pricing for Blanket Contracts If you use blanket contracts think about how you want to price for them You can set up contract price lists either by item number or by product line However the amount you charge for coverage of one item is probably not the same as the amount you would charge for a blanket contract that may cover many items Service Contra
236. e contract When a call is taken for an item covered by this contract the call price list defaults to the call Repair price lists specify prices for items consumed in a service activity as well as for labor and expenses recorded in Call Activity Recording CAR Call price lists also determine Credits for items exchanged in CAR based on the exchange UM Fixed prices based on the fixed price UM Note Define Exchange UM and Fixed Price UM in Call Management Control 11 1 24 If you set up an expense cost price list type E with the same code as the call price list CAR also accesses that list to determine standard costs for expense items Renewed From Renewed To If this contract was renewed from a different contract the number displays in the Renewed From field If this contract formed the basis of another through the renewal process this number displays in the Renewed To field Renew Limits From This field defaults from Renew Limits From in Contract Control The system examines this value when a contract is renewed or copied to determine how to manage limits e C contract The system copies the current limits from the contract and modifies the effective dates to match the new contract s start and end dates S service type The system copies limits from the service type applying limits effective on the new contract s start and end dates Tip This field has no effect if Contract Limits is No in Contract Cont
237. e corresponding kind of work Call Escalation Sequences You can base call escalation sequences on work code This is useful for example when repair calls follow a different sequence of escalation steps than preventive maintenance calls Coverage Levels When you define coverage levels for warranties contract types or contracts you can base them on work code and service category combinations or invoice sorts Work codes support a more detailed breakdown by the type of work Use work codes to specify for example that the limit for preventive maintenance work is 100 but the limit for repairs is 200 FAQAD 84 QAD 2007 User Guide Service Support Management Fig 3 1 Work Code Maintenance 11 21 1 FAQAD Price Lists If you use work codes in price lists you can charge different prices depending on the kind of work For example you might price installation labor higher than preventive maintenance Default Sites You can base return sites and locations on work code This is useful if you do different kinds of work at different physical sites or locations For example you might return items requiring PM service to different locations than items requiring repair Charge and Revenue Product Lines Service product lines based on work code can track the costs and revenue generated by different kinds of work You can for example separate the income generated by preventive maintenance from the income generated by rep
238. e end user requires a PO you cannot get past the header without entering it Call Quote Release to Recording If an end user requires a PO and none is specified the quote cannot be released RQAD 30 QAD 2007 User Guide Service Support Management Fig 2 7 Invoice Format Frame FAQAD Auto Renew Contracts The value in this field determines the default displayed in Contract Maintenance 11 5 13 1 for the Auto Renew field when you add this end user to a contract Renewal Process Report 11 5 13 10 examines this field to determine which contract lines should be renewed Invoice Format The Invoice Format frame of End User Address Maintenance defines the level of detail displayed on printed invoices for this end user You define the level of detail initially when each invoice sort is set up The detail level you specify for an end user overrides the level associated with the invoice sort End User Address Maintenance Customer Address Customer 1001000 Name Reliable Central Purchasing Sort Reliable Central Purchasing Address Attention Accounts Payable Address 300000020 Century Blvd City Los Angeles County 001 State CA Country United States of America Post 90001 Country Code USA Invoice Format Invoice Sort LABOR Expenses ITEMS Ln Line number created by the system Invoice Sort Enter the name of an invoice sort You can specify a level of detail for this invoice sort for this end user that is diff
239. e in your contracts Set up other codes such as billing cycles in Billing Cycle Code Maintenance 11 5 18 1 If needed set up additional charge items in Contract Additional Charges 11 5 7 Many organizations go through a review process before a contract becomes effective To do this use Contract Quote Maintenance 11 5 1 1 to create contract quotes print them using Contract Quote Print 11 5 1 3 and send them to the customer After a quote is accepted release it to a contract using Contract Quote Release to Contract 11 5 1 5 If you use quotes you can streamline the creation of new quotes by copying existing quotes or contracts using Contract Quote Copy from Quote 11 5 1 6 or Contract Quote Copy from Contract 11 5 1 7 You can also generate them from contracts during renewal as part of running Renewal Process Report 11 5 13 10 If you do not prepare quotes create contracts directly in Contract Maintenance 11 5 13 1 or copy them from existing contracts using Contract Copy to Contract 11 5 13 5 Print them using Contract Print 11 5 13 4 Depending on your billing process release contracts to invoicing at For details see appropriate intervals using Billing Release to Invoice 11 5 18 13 page 309 This activity creates pending invoices that are managed in the Sales Orders Invoices module Depending on your accounting practices you may also need to run Revenue Recognition 11 5 18 21 RQAD 238 QAD 2007
240. e installed base Part already in ISB This message only occurs for lot and serial controlled items A record already exists for this item number and serial number Part created Indicates the system has created an installed base record for the item shipped Missing warranty code This message displays when the sales order or RMA warranty code is not valid for a new installed base record ISB updates generate the following messages when Load Available Structure is Yes Part serial already exists This message occurs only if one of the lower level items in the configuration is serialized and already exists under a different end user The system adds the component under the current end user with the next reference number Configuration created Indicates the system is adding this item as a component of the parent Remote DB Parent level parts only This message displays in a multiple database environment when an attempt is made to add a configuration structure to a remote database Only parent items are added in this situation RQAD 64 QAD 2007 User Guide Service Support Management FAQAD Creating ISB Records from Calls If Items in Installed Base is No in Service Management Control service personnel can take calls for items that are not yet in the installed base When you record activity for the call in Call Activity Recording you can create an installed base record for the call item and for items issued i
241. e installed base have a quantity greater than one and a quantity less than that is returned ISB structure deleted This message prints when you attempt to delete a corrupted installed base structure Item deleted Indicates the system has deleted the top level parent item Item quantity reduced Indicates a return has reduced the installed base quantity of a level 1 item without components WARNING Part received not in ISB The item being returned is not in the installed base WARNING Greater than ISB quantity returned The ISB quantity of an item 1s less than the number of items returned ISB updates such as sales orders and RMA issues generate the following messages Installed Base 63 tem master record is missing If Items must Exist is Yes in Service Management Control and you ship a memo item on a sales order with Update ISB set to Yes this message displays This event should not normally occur End user record created The system creates an end user if the end user on the sales order does not exist yet Warranty code record is missing If the warranty code specified for the item during sales order shipment or associated with the item in Service Item Maintenance does not exist this message prints Check for deletion This message should not occur during normal operation It indicates that the routine attempting to update the installed base has detected a record indicating this item should be removed from th
242. e item is repairable Good can be Yes only if Scrap is No If Yes the system suggests the default return location if No the default repair location Scrap The system checks this field only if the item is not repairable Scrap can be Yes only if Good is No If Yes the system suggests the default scrap location if No the default return location Pending Set this field to Yes to mark pending returns in Call Activity Recording for items ordered on an MO Complete the return later with MO Direct Pending Returns If Pending is Yes Good must also be Yes Scrap must be No and Exchange must be No Service Setup 103 Charge and Revenue Management The charge code determines who pays for service costs and which GL accounts are affected The connection to accounts is made through product lines Service Support Management provides two maintenance functions for specifying the product lines that segregate service costs and revenue from regular sales and COGS accounts Charge Product Line Maintenance 11 21 21 5 Revenue Product Line Maintenance 11 21 21 9 These functions control which accounts the system uses and when in a range from straightforward to complex You can base charge and revenue product lines on a number of selection criteria further increasing your financial management control Charge Codes Charge codes play an important role in managing the financial impact of service activity The charge code determines who pays
243. e letter on comments you created in Master Comment Maintenance 1 12 To generate a letter to all users in the installed base follow these steps 1 Write a master comment in the form of a letter in Master Comment Maintenance 1 12 Write the comments in each required language When the system generates the letter it looks for comments in the addressee s language 2 FromInstalled Base Marketing Letter 11 3 21 specify the master comment in the Ref and Type fields then the options for selecting the end users to receive letters Installed Base Serial Install Date Rev Level Service Type IP Warranty Expiratio Letter Dati Print Item Detail Output Batch ID O Q Company Address defaults from Contract Control Select end users to receive letters based on item number serial install date revision level service type or warranty expiration For example you can create letters for end users who have items with warranties about to expire Letter Date accepts a free form date description to print at the top of the letter If Print Item Detail is Yes the system also prints a list of attributes for the installed base item at the top of the letter Installed Base 77 Figure 2 29 illustrates a sample marketing letter Fig 2 29 Quality Products Inc Sample Marketing Manufacturing Division Letter One World Way Los Angeles CA 93111 June 5 2002 Lakewood Distributors 32 South Maple Minneapolis MN 54221
244. e next coverage date and Last Bill and Next Bill are updated You must run Billing Release to Invoice at least once during each contract billing cycle to update Coverage and Last Bill dates Billing Release to Invoice does not create any general ledger transactions These are created by Invoice Post 7 13 4 and Revenue Recognition 11 5 18 21 y Billing Release to Contracts Due Until 07 31 2002 Last Due Date Billed 07 31 2002 Date Last Billed 07 25 2002 Service Contract P To P Customer P Tol P End User P To P Next Sales Order S0000306 Billing Dat 2 Billing Cycl Update Print Report Copy Edited Tax Output Batch ID O Q Fig 9 10 Billing Release to Invoice 11 5 18 13 FAQAD 324 QAD 2007 User Guide Service Support Management Tip If you want to differentiate contract billing from other sales orders set them up with a unique sales order prefix in the control program FAQAD Contracts Due Until This date serves as the cut off date used to determine the last day of the billing period When Bill Arrears is No lines are billed when the detail coverage start date or next bill date is the same as or earlier than the due date When Bill Arrears is Yes due date must be after the coverage end date Last Due Date Billed and Date Last Billed These fields are output only Date Last Billed is the date the Billing Release to Invoice was last run Last Due Date Billed is the date that was prev
245. e ones in SSM Time zones must be associated with each user when they are defined in User Maintenance 36 3 18 RQAD 126 QAD 2007 User Guide Service Support Management b Activating MTZ and converting existing data is described fully in Activating MTZ on page 127 Fig 4 2 Service Management Control 11 24 FAQAD A default server time zone can be defined and updated in System Account Control 36 1 unless MTZ is activate in SSM In this case the server time zone is controlled by SSM functions Overview of MTZ The Service Support Management module provides many time sensitive features For example you can define a duration and a number of hours per day for service coverage The response time and coverage hours you associate with a service type determines when engineers should act on a call Engineer scheduling uses these dates and times to assign an engineer to respond to the request When service providers and end users are located in different time zones understanding these dates and times can become extremely complex Using MTZ provides an integrated solution for organizations facing these issues Since not all users of SSM manage calls across multiple time zones MTZ is optional As a result most of MTZ s data elements are not visible unless it is active When MTZ is not active SSM uses the system date and time provided by the database server machine as the default value in date and time fields MTZ als
246. e quote header or any end user on the quote as requiring a purchase order one must be specified before the quote can be released If the currency on the quote line is invalid or a valid exchange rate does not exist it cannot be released 317 310 QAD 2007 User Guide Service Support Management b See Chapter 23 Control Programs for complete information on control program settings FAQAD Managing Contract Billing Like most other service functions contract billing can be approached in more than one way A number of settings in Contract Control affect contract billing You can tailor these settings to the needs of your business organization Most of these settings set default values that can be modified on individual contracts as needed How you bill for service depends on how you have designed your service contracts Here are some of the questions to consider How often do you need to bill your customers for service contracts Do you bill quarterly Monthly The answer depends largely on the prices of your contracts If a one year contract costs 250 is it worth breaking up the total into smaller monthly payments What if the contract costs 24 000 a year Are your customers willing to pay that amount in a single payment Do you want to bill in advance of service or in arrears The trend in aftermarket sales support is to pay in advance of service This is true because companies typically like to receive revenu
247. e relative to the end user s time zone to determine the effective limits You cannot modify the start and end dates of the contract header or lines to exclude an attached call s open date This is also true of limit records You cannot modify the effective dates to exclude the open date of a call that references them Multiple Time Zones 153 Time Zones and Engineer Scheduling Multiple Time Zones has a significant impact on call scheduling options P See Chapter 16 and on how the system interprets a call s next status date and time E rw and Scheduling for Use Engineer Maintenance 11 13 1 to associate a time zone with an scheduling about engineer options You assign scheduling points in Engineer Schedule Control 11 13 15 24 based on matching time zones either exactly or within a range You can optionally limit engineers to consider for scheduling to those with time zones matching a call s end user Schedule times are either relative to the time zone of a call s end user or relative to the time zone of the engineer depending on Field Engineer in Engineer Maintenance You must select a display time zone before generating most engineer reports and inquiries When you are using MTZ you can choose how date and time information displays in most call reports and inquiries The engineer s time zone is one of the available choices Engineer Maintenance 11 13 1 Use Engineer Maintenance 11 13 1 illustrated in Figur
248. e service group product line or item number alone not in combination Base repair price lists for parts on service group with or without work code on product line with or without work code or on item with or without work code Leave the unit of measure blank when you specify an additional charge item on a contract price list This is also true for repair price lists for labor and expenses and expense cost lists If you enter a unit of measure the system clears it and displays a message Match the unit of measure to the unit of measure of the item in the item master when you specify an item on a contract price list The system adjusts it if you enter any other unit of measure For repair price lists for items match the UM to the item s UM in the item master or the fixed or exchange unit of measure in Call Management Control If you specify any other unit of measure or leave the field blank a message displays Base contract price lists on product line or item number the work code service group and service category fields do not apply and must be blank Automatic Pricing 213 Base type R labor and expense price lists on a service category The system checks that the service category specified has one of the labor or expense fields set to Yes otherwise a message displays Specify Amount Type P or M for labor and expense repair price lists You cannot use discount prices Base type E expense cost lists on a service categor
249. e zones are valid and appropriate for your business Use Multiple Time Zone Report or Inquiry to ensure the definitions conform to your requirements Delete Existing TZ Data The system checks this field only when Load Sample Time Zones is Yes If you are loading time zone data you can also delete current time zone definitions Use this feature if you rerun the startup utility and want to reinitialize the sample data Server Time Zone You can only update this field when you first activate MTZ It must be a valid time zone you load with the default data or define with Multiple Time Zones Maintenance This value defines the server machine s time zone for the current database When you execute the startup utility the system initializes the time zone for each customer end user and engineer address record to the server time zone This time zone serves as a base for all time zone conversions This value displays in Service Management Control and in System Account Control 36 1 Once defined use Server Time Zone Change Utility to modify it FAQAD Multiple Time Zones 133 Update Indicates whether you want the startup utility to be Tip report only or change the database Always execute the program with No Execute the utility without changing database records A report uu e D lists the records affected making chaises Yes Complete the setup required to support and optionally activate Multiple Time Zones End User Time Zone C
250. each end user on this contract You can update this field only when Item End Users is No When Item End Users is Yes you can set up PM schedules for individual items but not for end users Entering any non zero number activates PM scheduling for each end user on the contract After you enter detail items for each end user the system displays the End User PM Schedule which lists the system scheduled dates for the visits The end user schedule is in effect for all of the end user s items that have PM item set to Yes and do not have individual schedules created for them If you leave the header Visits field blank you can still create preventive maintenance schedules for individual contract details Project Enter an optional code identifying the default GL project associated with this contract If you specify a value it defaults to lower levels of the contract either end users or items Service Contracts 275 GL transactions created during contract billing reference entity account sub account cost center and project If Verify GL Accounts is Yes in System Account Control each component you enter must be valid on its own and in combination with other account number components Call Price List Enter the call price list code to use for items covered by this contract You must enter a type R repair service price list set up with Service Pricing Maintenance 11 17 1 This fields defaults from the service type associated with th
251. earch to specify the values to use in searching for the most appropriate call order default record for this call Fig 11 20 Call Default Work Code TECH P Poi aus Models p EE Service Group Work Code When you create a call directly in Call Maintenance the work code defaults from the technical work code as specified in Call Management Control You can change this but you must specify a work code FAQAD 386 QAD 2007 User Guide Service Support Management Fig 11 21 Call Info Frame FAQAD Model If an item number has been specified in the call header the system displays the item s model For items in the installed base the system reads this from the installed base record For other items it is determined from the value specified with Service Item Maintenance Otherwise it is blank Service Group If an item number has been specified in the call header the system displays the service group associated with the item in Service Item Maintenance Otherwise it is blank Call Info Frame If you have created call defaults and performed other call setup activities most of the fields in this frame already have default values Call Info Caller Bertha De Bleus P Phone 1 800 333 9000 Description Cutomer Reported Issue Work Code Tech P Cu P Comments 0 Severity B P Stetus NEw P Event Date 07 25 2002 Type PRoDFAIL P Next Status PENDING Event Time 10 15 Prob skill DIAG P Next Statu
252. ecognition 319 revenue type Contract Control 771 RMA Maintenance 700 707 installed base updates 61 RMA Release to Work Order 667 706 RMA See return material authorization RMA RMA RTS Control 682 777 Display Service Contracts field 691 routing See service routing RTS Maintenance 681 737 RTS See return to supplier RTS rules based engineer scheduling 578 example 588 S sa sa type 274 Sales Account Maintenance RMAs 688 sales order for contracts 317 Sales Order Auto Credit Approval return material authorization RMA 681 705 Sales Order Control effect on material orders 638 RMA pricing 700 SO Edit ISB Defaults field 43 Sales Order Credit Maintenance return material authorization RMA 705 Sales Order Maintenance 59 installed base update 58 60 Sales Order Price Inquiry return material authorization RMA 699 Sales Order Pricing Report return material authorization RMA 699 Sales Order Repricing return material authorization RMA 698 sap bom type 342 Index schedules See engineer schedules scrap return status 101 site 99 secondary engineer 28 server time zone changing 136 setting 132 Server Time Zone Change Utility 136 Server Time Zone field Service Management Control 127 750 startup utility 132 Service 746 service accounts expenses due 545 returns 545 service expense 544 service labor 544 service overhead 544 service area See area service BOM 662 attaching to item 665 auto loading in CAR 44
253. ected Since MOs are a type of sales order dates and times remain relative to the server time zone Service areas are unaffected Service requests are unaffected Dates and times remain relative to the server time zone Return material authorizations do not change For consistency with sales orders dates and times are relative to the server time zone Return to supplier programs are unaffected For consistency with purchase orders dates and times are relative to the server time zone FAQAD 158 QAD 2007 User Guide Service Support Management Table 4 1 Fields Stored in Server Time Relative to End User FAQAD MTZ Reference This section contains reference material that might be useful if you write custom reports and need to understand how the system stores and converts dates and times Date Time Fields The system uses the server time zone to store date and time data in the fields listed in Table 4 1 and converts the data to the end user s time zone for display Field Name Description ca_cls_date time Call close date time ca_comp_date time Call completion date time ca_evt_date time Call event date time ca_nxt_date time Call next status date time ca_opn_date time Call open date time ca_quote_exp Call quote expiration date cah_evt_date time Call status history event date time cah_nxt_date time Call status history next status date time
254. eduling 343 Example Service item 113 is defined in Service Item Maintenance with a PM BOM code of 113 pm and a PM routing code of 113 pm Now in the scheduling frame of Contract Maintenance you specify a quarterly BOM type Q The system generated PM call would specify a BOM and routing code of 113 pmQ For this feature to work correctly the BOMs and routings must have been created with Service Structure Maintenance and Service Routing Maintenance PM Call Default Values The system uses the following information to determine the default values for automatically generated PM calls Call default information for the PM work code defined in Call Default Maintenance 11 1 21 10 End user record Service contract type You can control the way this call is defined by setting up special call defaults for the PM work code For example a separate queue is often set up for preventive maintenance with its own status codes and escalation sequences if you are using call escalation Using the Call Generator Use the Call Generator 11 1 8 to create PM calls for a range of dates and contracts at one time The most important advantage of using the Call Generator to create PM calls is it gives you more control over the calls open date When the system generates calls in Contract Maintenance the call open date is the current system date In the Call Generator you can specify a call open date The call open date is important because i
255. ee levels before a call can be closed call call line and line reports When the system detects an error it stops checking and displays the error If possible it also displays the source of the error by indicating the line number or the report number that did not pass verification Note Acallcan be either closed or canceled if no activity has been recorded How you want to use these two statuses is up to you Multiple Engineers If more than one engineer has been assigned to the call it cannot be closed from Engineer Assignment Maintenance This restriction prevents one engineer from updating the call status when another engineer is not finished RQAD 416 QAD 2007 User Guide Service Support Management FAQAD Open MOs No open MOs can be attached to the call If an MO was associated with the call the call cannot be closed until all quantities on the MO are either consumed or returned Temporary Customer If the call was created against the temporary customer specified in Call Management Control Call Activity with Temp must also be Yes in the control program Line Status Each line item on the call with reports must have a status of closed complete or canceled or a message displays You can still close a call directly from Call Maintenance if you have not recorded any activity against it Report Status Two checks are made on the status of reports created for the call in Call Activity Recording f a report
256. eer Site These fields default from the call header but can be changed for each line item If this is a new line and you change the engineer the default site is recalculated based on information for this engineer Once the record is created changing the engineer does not change the site Svc Type The system calculates this field based on the item entered If the item is currently covered by a contract or warranty the associated service type displays by default Otherwise the system uses the default call service type from Call Management Control This field cannot be updated once you open a report for the item in Call Activity Recording BOM Code Routing These default from the BOM codes and routings defined first for the item in Service Item by Site Maintenance then in Service Item Maintenance based on the work code specified Quantity For an item not in the installed base quantity defaults to one but can be modified If the item added to the call already exists in the installed base its ISB quantity displays by default This field cannot be updated once an open report exists for this call line in Call Activity Recording Status This field can be security protected Displays the current status of the call line The call line status is important in Call Activity Recording and determines whether the detail recorded for the line should be included on the call invoice Normally the system sets the line status in CAR The status is
257. eference which appears on the Installed Base Detail pop up when you have satisfied the above conditions Sales Order Maintenance 7 1 1 or Pending Invoice Maintenance 7 13 1 are the only places you can specify the ISB reference and you can specify only one reference per sales order line This has two implications If you want to return more than one item you must create a separate line item for each You must enter the line in Sales Order Maintenance before you use Sales Order Shipments 7 9 15 to specify a negative quantity Note The installed base pop up displays in Sales Order Maintenance for a return even if SO Edit ISB Defaults is No in Sales Order Control Unlike other installed base parameters the system cannot create a default for the ISB reference you supply it The same is true of Pending Invoice Maintenance when Pending Invoice Update ISB is No in the control program If the system cannot find the item serial and reference in the installed base for the end user on the sales order a warning displays A warning also displays when the installed base quantity does not match the line item quantity Posting the sales order invoice deletes the installed base record When the system updates the installed base it writes a message to the ISBPST prn file confirming deletion or describing any error that prevented it ISB Records from RMA Maintenance RMA receipts and issues create a special form of sales order Like any
258. egarding the problem and resolution You can use this data for generating custom call reports Fig 11 31 Fault Codes for Call Line 1 Line Problem Cause Res Hours Fault Codes ee P P E Pop Up wu amp Line You can enter more than one line of information The system increments the line number Problem Set up problem codes in Generalized Codes Maintenance for field ccd problem These codes are generally more specific than the call problem on the call header Cause Set up cause codes in Generalized Codes Maintenance for field ccd cause Use these codes to categorize the source of the problems reported on calls Resolved Set up resolution codes in Generalized Codes Maintenance for field ccd resolution Use these codes to categorize the solution applied to the reported problem These codes are typically more specific than those specified for the Resolution field of the Call Update frame Hours Indicates the number of hours spent working on the resolution to the problem recorded on this line The engineer scheduling sequence does not consider this figure but it can be important in statistical reporting especially if one engineer visit addresses multiple problems FAQAD 404 QAD 2007 User Guide Service Support Management Fig 11 32 Call Print Frame Fig 11 33 Call Queue Manager 11 1 6 P See Displaying Call Information on page 146 for more information FAQAD Call Print
259. elds in Call Management Control Schedule New Calls If Yes the Schedule field defaults to Yes in Call Maintenance initiating the engineer scheduling sequence This sequence follows a set of rules in ranking potential engineers and enables you to select one or more to be assigned to the call Assign Primary Engineer Rather than scheduling engineers you can designate an engineer who typically works on an end user s items If Assign Primary Engineer is Yes the system assigns by default the end user s primary engineer to new calls If both these fields are Yes in Call Maintenance the system assigns the primary engineer and you can assign additional engineers Note however that if you select the primary engineer again the system creates two engineer transaction records for the primary engineer each with an estimated number of hours the system considers part of the engineer load for scheduling purposes If you use engineer scheduling you probably also want to set Call Time Window to Yes in Call Management Control When this field is Yes the Travel and Estimated Time window appears in Call Maintenance enabling you to enter an estimated time for the engineer If this window does not display the system uses the default estimated times for the appropriate work code in Call Management Control The estimated call length is important because it is used to calculate engineer availability during call scheduling if Display by Calls is No
260. en Item End Users is No over After completing end user default information you are prompted to copy limits to the end user If you respond Yes you can copy limits from the contract header or the service type After completing detailed line item information you are prompted to copy limits to the line If you respond Yes you can copy limits from the end user or the service type If end user limits do not exist you can copy from the header or the service type When Item End Users is Yes After completing item default information you are prompted to copy limits to the default item If you respond Yes you can copy limits from the contract header or the service type RQAD 240 QAD 2007 User Guide Service Support Management See Exchange Rate on page 252 gt See Automatically Generating Contract Lines on page 262 FAQAD After completing detailed line item information you are prompted to copy limits to the line If you respond Yes you can copy limits from the default item or the service type If default item limits do not exist you can copy from the header or the service type If you have modified limits at one level you may want to use the modified version as a template for the next contract level The copy prompt initially defaults to Yes in Contract Maintenance If you choose not to copy limits you are prompted each time you edit the contract but on subsequent edit sessions the pro
261. enance schedule Update Work Code You can assign this work code a meaning such as a product upgrade Install Work Code Default installation call type When items requiring installation are added to the installed base from sales order shipment the system generates a call of this type Corrective Work Code Default work code for a call requiring mass recall or some kind of legal action FAQAD Service Setup 83 Technical Work Code Default work code for all other calls you create with Call Maintenance 11 1 1 1 or Call Quote Maintenance 11 1 1 7 You can associate a default call length with each work code Call Maintenance uses it to calculate engineer load for each type of call Some companies use one or more generic work codes instead of codes for each of these call types Other companies need more than these five codes a work code for testing or installation preparation for example Create as many work codes as you need to meet your business requirements Applying Work Codes Most service activities require work codes Functions including call defaults call escalations coverage limits price lists default sites charge and revenue product lines and CAR use them Call Defaults Work codes represent the types of work you do You can set up call defaults based on work code in Call Default Maintenance Call Maintenance then uses these defaults such as queue call duration and severity to define calls for th
262. ences 118 queue codes 355 recording activity See Call Activity Recording routing 397 scheduling engineer 392 service request linked to 602 severity 387 site 396 status 352 time zones effect 142 travel distance 391 FAQAD QAD 2007 User Guide Service Support Management type codes 355 Update ISB 401 work code 69 386 409 Call Activity Recording Close on Recording field 465 currency 441 exchanges 472 frames Call Line Status frame 510 Call Status Frame 512 Coverage 493 Exchange Rate 483 header 480 Installed Base Detail 491 Item Dates pop up 511 Item Detail 486 Item Usage Detail 503 Labor Expenses 495 Labor Expenses Detail 498 Material Order Selection 495 Multi Item Return Detail 508 output device 510 Returned Items Detail 506 WIP product line pop up 492 installed base update 64 474 inventory issues 459 461 Invoice from Recording field 465 invoice generation 467 limits consumption 456 loading material orders 650 MO consumption 446 product lines 455 546 purchase orders requirement 443 reports 462 returns 472 sites locations 458 status changes 464 time zones 149 variances 546 work orders 545 Call Default Maintenance 360 Call Detail Inquiry 372 Call Engineer Schedule Maintenance frame 145 Call Escalation Control 762 Call Generator 407 409 field notification 70 PM calls 343 time zones 150 Call Invoice Recording 516 frames 522 Billing Summary 525 header 522 530 FAQAD Issue Detail 540 Item Detail 532
263. eport The Limits Consumption Report 11 5 13 21 5 provides information similar to the inquiry with additional options Fig 8 4 Limits Limits Consumption Report Consumption i 7 Report End user JP 11 5 13 21 5 Customer P If Yes details Order Date about the calls Language P affecting limits Print Call History Detail 7 inves are included oo Selection criteria include ranges of contract numbers end users customers contract order dates and contract languages If Print Call History Detail is Yes information about each call that affected the limits is included in the report Note Call detail is available to the system only when Record Limits History is Yes in Contract Control FAQAD Service Contracts 249 The limits consumption report is more detailed than the inquiry The following sample shows only the first seven columns of information reported Number 292 Customer 100 h Lake Refrigerator Co Currency USD Invoice Sort Wk Code Svc Cat Start End Date Amount Used Unposte Total Limits 03 01 02 03 31 02 3 000 00 100 0 Call Line Item Serviced Report Oper Usage Consumed Act Date CA818 7 21 1000 403456 10 21 20 100 00 3 14 02 Line 1 Item 116 electric generator Serial 9 Ref End User 1001000 Currency USD Invoice Sort Wk Code Svc Cat Start End Date Amount Used Unposte Total Limits 03 01 02 03 31 02 3 000 00 0 00 The report uses separate columns to display the invoice sort
264. er Guide Service Support Management Tip Set the value of Field Engineer and Time Zone in Engineer Maintenance 11 13 1 b See Figure 4 12 on page 145 FAQAD Engineer Availability Inquiry 11 13 15 11 This inquiry simulates the availability information in Call Maintenance When MTZ is active like Call Maintenance this simulation takes into account time zone matching The scheduling limits in Engineer Schedule Control affect this inquiry in the same way they affect Call Maintenance If Override Scheduling Options is Yes in Engineer Schedule Control the pop up displays where you can override the fields that limit the set of engineers to consider When MTZ is active Time Zone Points and Range of Hours to Consider display on the pop up In the display time zone pop up you can also select a time zone for displaying information from a limited number of choices Since the system is not calculating availability for a particular call the end user and assigned engineer are not valid choices The display time zone affects the way the system interprets availability The system views schedule times for field engineers relative to the display time zone value If Field Engineer is No the system views the engineer s schedule times relative to their personal time zone Example You enter availability for 04 17 02 at 23 00 The display time zone is MST MTD and Limit by Availability is Yes Engineer Joe in Sydney Australia normally
265. er for Default Charge Codes FAQAD Example Default Charge Code Setup You can create a set of default charge codes for a special kind of end users using the End User Type field In the example in Figure 3 13 the system suggests this charge code regardless of the service type work code or service category Default Charge Code Maintenance Service Type Work Code Service Category End User Type prefer Warrant Billable b Fixed Billable Fixed Search Order During processing in CAR the system looks for default charge codes with any combination of values in the key in the sequence listed in Table 3 5 Search Service End User Order Service Type Work Code Category Type 1 J J 4 v 2 V J 4 3 P4 V v 4 V y 4 5 J 4 P4 6 4 J 7 4 v 8 y 4 9 V 4 10 4 y 11 4 4 12 4 13 J 14 4 Service Setup 117 Search Service End User Order Service Type Work Code Category Type 15 v 16 User Preferences SSM offers a number of ways to streamline data entry when you take a call by predefining default field values You specify some of the values in control programs These settings determine defaults for all users You can also set up call defaults using Call Default Maintenance based on work code model and service group However in some cases each user may want to determine a default value P See Table 11 3 used
266. erage the system searches for an exchange price with the exchange unit of measure on the repair price list associated with the call This price displays as the default exchange price for the item RQAD 208 QAD 2007 User Guide Service Support Management Table 6 2 Search Order for Repair Item Prices FAQAD Fixed Price UM defines the price for a fixed price repair You specify fixed prices for the item being repaired not the parts used in the repair process Amount Type You can use any amount type with repair price lists for items When you create a type P list CAR reads the item price directly from the price list When you create a type D list CAR determines the price for the item by applying a discount percent to the price of the item in the item master When you create a type M list CAR determines the price for the item by applying a markup to the cost set for the issuing site Search Order During processing the system looks for prices in the sequence listed in Table 6 2 Search Work Service Product Service Item Order Code Group Line Category Number 1 J V 2 v 3 v V 4 V 5 J 4 6 V Included in the price list search are currency unit of measure and effective days Automatic Pricing 209 Labor Expense Pricing for CAR Price lists for labor and expenses consumed in CAR are based on service category You can define as many service categories as you need each
267. ercent if Amount Type is D and a markup percent if Amount Type is M Automatic Pricing 217 Service Price List Copy Service Price List Copy 11 17 4 illustrated in Figure 6 6 is similar to Price List Copy 1 10 2 5 with additional selection criteria for service attributes Use it to quickly create alternate price lists from one base price list automatically recalculating prices based on currency exchange rates You can also adjust existing price lists by increasing or decreasing prices with an adjustment percent Fig 6 6 Service Price List Copy Service Price List Source Price List SSM1 Target Price List SSM1 Copy 11 17 4 Source Currency USD Target Currency CAD Work Code To Item Number To Start 07 23 2002 Expire Date Adjustment 95 100 00 Cur Conv Factor Clear Target List Create Target List yw Round to Two Decimal Places xxx E Update L1 Round to Nearest Whole Number x 00 Print Audit Trail O Round to Nearest Ten x0 00 Round to Nearest One Hundred x00 00 Round to Nearest One Thousand x000 00 Output Batch ID oo Source Price List Enter a service price list code for the system to use as the source of the data it copies to the target price list Source Currency Enter the currency of the prices being copied The system copies pricing information and currency rate from the source price list to the target price list for the range of work codes and item numbers you specify
268. ered in the Assigned field on the call header it is not necessary to select the engineer again Select an engineer if you want more than one engineer assigned to the call Selecting the same engineer again creates two transactions for the engineer doubling the individual s load which is probably not what you want Call Engineer Schedule Maintenance Frame If Schedule is Yes and you select an engineer the Call Engineer Schedule Maintenance frame displays Use this frame to edit the default scheduling information for this engineer It is similar to the frame displayed in Engineer Assignment Maint 11 13 15 8 where you can modify the same data Multiple transactions can exist for one engineer Use the Next Previous keys to display all the transactions Call Management 395 Fig 11 25 Call Maintenance Call Engineer User Selection Schedule Call ID 2468 Call Date 07 25 2002 Time 10 14 Maintenance Frame Serial 8456 9326 End User 01000000 Colossal Conglomerat Item Number 40 40000 Ref 0 Contract Service Type STANDARI Area AMERICAS Start Date Install Date Evanston IL 090876 End Date Warranty End Response 0 PO Number Comments 1 Call Engineer Schedule Maintenance Start Hours Close Tran Nbr Eng Area 14 14 3 0 o 15 ov Note When MTZ is active the system enters the scheduled start date and time in the end user s time zone which displays in the Call Maintenance header frame St Date Defaults from Next Status Da
269. erent from the default for this invoice sort in general Det The Det detail column determines whether detailed or summarized invoice information is printed on invoices for this end user The value here is the default for the Invoice Detail column in Call Invoice Recording when calls for this end user are reviewed Installed Base 31 Contacts Frame You can list several contact names for each end user address and Tip designate the primary contact Name Type is P Each contact name has To determine which end user a caller is its own title telephone and fax numbers associated with search by contacts At least one contact record must exist for the end user look up to work in the End User Selection frame of correctly in Call Maintenance The system creates a record before Call Maintenance displaying this frame using the Attention field of the End User Address frame If the Attention field is blank the end user sort name is used then the end user name If all of these are blank the system creates a contact record with a blank name Type over a contact name or in the case of a blank record add a name to modify it You are prompted to specify whether you want to change the name associated with this contact or create a new one The first primary contact and associated phone number display by default in the Caller and Phone fields when you create a call for this end user This information prints on the call for the engineer
270. erly initializes existing records 1 b See page 138 for 2 details b See page 130 for 4 details b See page 133 for 5 details FAQAD Make a backup of the database to be converted Define your own time zones with Multiple Time Zones Maintenance 11 21 22 1 or load default time zone data as part of the next step Skip this step if it was done by the system administrator when users were defined If you are activating MTZ as part of an upgrade from an earlier release make sure you have executed the J1B6 Utility 11 25 16 Also if you have never run the Initialize Engineer Address utility 11 13 25 the startup utility may display errors regarding missing address records Execute 11 13 25 so each engineer record has a corresponding address record Execute the Multiple Time Zones Startup Utility 11 21 22 24 to activate MTZ and set the server time zone In a database with existing records the startup utility performs the conversions MTZ requires by Initializing all customer end user and engineer address records so their associated time zones are the server time zone Initializing two fields for each call record that define the date and time of the call in the end user s time zone Execute the End User Time Zone Change Utility 11 21 22 20 In step 4 you initialized the end users to the server time zone You can reset the time zone for groups of end users selected by state postal code or country This utility a
271. ermines the discount percent in RMA Maintenance which determines the billable totals on the RMA sales order and invoice Like contract types the warranty type supplies defaults for the RMA credit price list and restocking charge and determines if you can process RMA issues before receipts You can set up Service Management Control to have the system use warranty product lines RQAD 198 QAD 2007 User Guide Service Support Management Fig 5 16 Warranty Type Maintenance 11 3 15 Tip To standardize usage set up end user type codes in Generalized Codes Maintenance for field eu type FAQAD Warranty Type Maintenance Warranty Type Maintenance 11 3 15 is almost identical to Contract Type Maintenance The fields that are different are described here End User Type and Duration You cannot specify a contract price list for warranty types You can set up warranties by end user type farranty Type Maintenance Warranty Type W 2 Description EXTENDED 1 YEA End User Type something you Prod Line w 10 P Restocking Charge 0 00 cannot do with Duration 365 ice Li f RMA Only tract Response 4 Comments contracts Response Time um P Ship Before Return wt PriortyjO ov Warranty duration is Warranty Coverage Sunday 1 Start 00 00 End Time 00 00 measured Monday t 06 00 18 00 in days Tuesday 06 00 18 00 Wed 2 06 00 18 00 Thursday 06 00 18 00 Friday 06 00 18 00 Saturday 00 00 00 00
272. erms Salesperson 1 Commission 110 0095 Multiple Taxable Source Comments Site sma P Currency USD Tax Date Lang us 1P End Date LP Price List p Channel Original stat B Blanket 1 O Q Contract Header Set Item End Users to Yes to create a contract for items with end users Other fields in the header are used in the same way as they are in a contract for end users with items One exception is the Blanket field In item end user sequence all lines on the contract have blanket coverage you cannot change this value for an end user Second Header Frame This frame is identical to the frame displayed in end user item sequence except that you cannot update the Visits field PM schedules exist only at the item level when Item End Users is Yes Service Contracts 293 Fig 8 21 Contract Maintenance dicen Number 1234 Item End Users Bill End Users O Maintenance Customer 001 Bill To 001 Service Type Standard Second Header Hold Contract Tees P Bill Arrears Cancel Date E Visits field Revenue TypeiC P Quote Bill Summary Contract Visits 0 cannot be Period Based Billing Call Price List updated Prorate Partial Periods O Project Next Bill 09 01 2002 Renewed From Coverage 08 01 2002 Renewed To Renew Limits From s P Contract oov Header Coverage Limits This frame is exactly the same as the header coverage limit frame in end b See Header user item seq
273. ervice Group Displays In Call Activity Recording Call Invoice Recording If you have no revenue product lines the value of Use Item Prod Line in Service Management Control determines the default suggested in Call Invoice Recording If Yes the product line of the item being repaired displays as a default If No the product line of the service type in effect displays The setup of revenue product lines like charge product lines can be relatively simple or complex depending on your business practices Revenue Product Line Maintenance Use Revenue Product Line Maintenance 11 21 21 9 to create and update revenue product lines Fig 3 11 Revenue Product Line Maintenance v wu Revenue Product Bolado Line Maintenance Service Type 11 21 21 9 Item Product Line Service Group Revenue Product Line ssm_ P FAQAD 112 QAD 2007 User Guide Service Support Management FAQAD When Call Invoice Recording searches for a revenue product line the system derives the value for work code and service type from the call line It derives item product line and service group from the item you are servicing Work Code Enter a work code defined in Work Code Maintenance This field can be blank but if so all remaining key fields must also be blank If you enter a value here the system uses the associated revenue product line for the revenue received for the repair of an item only when the item being repaired has this work code Service
274. ervice in terms of time and total service cost The level of service and its limits represent the level of coverage How much is an item covered for and for how long Does this coverage include replacement parts labor expenses for on site visits shipping Defining the level of coverage helps you effectively manage extra charges as well as billing for labor and costs not covered or partially covered Service limits help you distinguish billing for different aspects of service such as labor parts replacement and service expenses Introduction to SSM 9 Service limits can include time limits overall cost limits and limits for specific items For example in SSM you can set a maximum amount of service all costs up to 1 000 limit coverage for a category of work labor up to 1 000 or limit service on specific items drive train not included Contractual Obligations for Service You define and control service coverages by an agreement with your customer This agreement states explicitly the level of coverage you are providing and takes the form of a warranty or a service contract A warranty typically does not produce revenue and is shorter in duration than a contract often measured in days You usually do not renew a warranty Instead you replace it with a service contract Service contracts usually produce revenue work over a longer time often months or years and are often renewable Both warranties and service cont
275. ervice organization that covers only certain kinds of activity A contract for preventive maintenance for example may only cover PM labor and bill for other kinds Or an organization may choose to cover repairs at 100 percent PM at 50 percent and installation not at all SSM can track service limits against any work code and service category combination Contract Type Maintenance Contract Type SERVICE Description Prod Line 100 Restocking Charge 0 00 Duration 0 Call Price List RMA Only O Response 0 Credit Price List Comments O Response Time UM H Ship Before Return O Priority 0 Contract Price List Work code entered Coverage Limits Total O Invoice Sort Work Code INSTALL Curr USD Service End Date Limit Amount Used Consumed Cy Det category i 1 000 00 0 00 100 O must be o entered ouo To define limits for a work code Total must be No and Invoice Sort must be blank When you enter a work code you must enter a service category to further qualify coverage limits Contract and Warranty Types 177 Example A service organization performs three different kinds of work They define three work codes representing them REPAIR for repairs INST for installation and PM for preventive maintenance They also set up three service categories Laborl for labor Item1 for items and Expensel for expenses Now they can set up different levels of coverage for each kind of work for labor hours items consumed and
276. es order ship date during Invoice Post If Invoice Post creates an installation call the system bases the warranty start and end dates on the call closure date The system updates the warranty start and end dates only if you have not specified a date For the system to manage this date leave the field blank Note If this item requires an installation call and you do not specify a warranty start date the system recalculates the warranty start and end dates when you close the install call The system never overrides dates you specify The system obtains other information that is part of the installed base record from the sales order item number quantity serial number lot reference number Removing ISB Records for Sales Order Returns If you update the installed base from sales order shipments you need to delete installed base records when a customer returns items A negative order quantity on the sales order line indicates a sales order return When you ship this line and post the invoice the system can remove the installed base record For this to occur the setting of SO Returns Update ISB in Sales Order Control must be Yes The other conditions that update the installed base must also be true For example Ship to Installed Base must be Yes in Service Management Control Installed Base 61 Also some quantity of this item must be in the installed base To uniquely identify the item you want to remove enter the installed base r
277. es to a well defined set Call Queue Maintenance Queue CUSTOMEI p Description General Customer Service Call Management 357 Queue Enter a name or code uniquely identifying this queue Description Enter up to 24 characters describing the code to help users identify its use and purpose Setting Up Call Defaults For most service organizations calls generally fall into a small number of typical patterns Streamline the data entry required for recording call information by setting up multiple sets of default call information to be applied to calls when they are created The call defaults serve as templates for the typical kinds of calls you take and are often based on work code You can override the defaults for individual calls For example you might need to assign a problem skill other than the default To minimize changes for new calls enter default information that is appropriate for as many calls as possible You can create calls directly and indirectly Create them directly with Call Maintenance 11 1 1 1 or the Call Generator or by releasing a quote to a call Calls are created indirectly in either of two ways The system creates PM calls as part of the scheduling associated with Contract Maintenance 11 5 13 1 PM calls are always created with the PM work code as defined with Call Management Control and any defaults set up for it in Call Default Maintenance 11 1 21 10 The PM call is set up in the same curre
278. essage The system assumes you will either repair the returned item and send it back to the customer or you will modify the contract and add a new line for this item RQAD 66 QAD 2007 User Guide Service Support Management b See Call Generator on page 407 for details FAQAD Installed Base Utilities SSM provides utilities for other installed base needs These functions Alert end users to product recalls with field notifications Move installed base items from one end user to another Generate marketing letters for a range of installed base items Field notifications work in conjunction with Call Generator Also when you need to generate calls for a range of installed base items or end user and item combinations the Call Generator utility generates these calls Field Notification Many organizations track installed base information because of the possibility of product recalls This is a concern for example for medical equipment manufacturers Recalls associated with documentation and auditing requirements from regulatory agencies may require extensive audit history and control You can use SSM s field notification utilities to manage the recall process Use Field Notification Maintenance 11 3 12 1 to create and maintain a field notification The field notification defines groups and manages related calls and maintains history The system closes the field notification when you close its associated
279. ether or not to include fixed price costs in totals Although you can define any number of invoice sorts Call Invoice Recording can display only six The three basic invoice sorts labor items and expenses cover most requirements You define their names If you use fixed pricing also define an invoice sort for fixed prices Applying Invoice Sort Codes Invoice sort codes have four main applications in the system they define service categories and service limits affect the presentation of invoice information and determine invoice detail Invoice Sorts and Service Categories When you define service categories they must reference an invoice sort of the proper type either item labor or expense The system summarizes the detailed information for the various service categories under the related invoice sort code FAQAD 86 QAD 2007 User Guide Service Support Management FAQAD Service Limits You can set up service limits and levels of coverage on warranties and contracts by invoice sort Call Activity Recording applies these limits and levels When the limits on the service type or contract are in terms of invoice sort codes the system tracks activity for the service categories related to each sort code The system suggests either an under limit or over limit charge code based on this consumption Invoice Presentation After you record activity for a call the invoice sort determines how Call Invoice Recording disp
280. expenses Table 5 2 shows the basic scheme for these work code and service category combinations Table 5 2 Work Codes Sample Work Code and Service REPAIR INST PM Category 2 Labor Laborl Laborl Combinations S Item1 Item1 Item1 a Expensel Expensel Expensel You can define different coverage percentages and limit amounts for each service category under a work code For example for the REPAIR work code you define 100 coverage up to 1 000 for the Laborl service category 75 coverage up to 750 for the Item1 service category 50 coverage up to 500 for the Expensel service category Using these definitions Table 5 3 defines a grid of sample work code and service category combinations Table 5 3 Work Codes Limits by Work Code and Service REPAIR INST PM Category 4 Laborl 96 100 100 100 o E limit 1 000 2 000 1 000 2 nemi 75 50 100 E limit 750 500 750 E Expensel 96 50 0 100 s limit 500 0 500 RQAD 178 QAD 2007 User Guide Service Support Management FAQAD Defining Service Levels with Effective Dates Effective dates are another important element of service levels you can define Effective dates add a layer of differentiation to limits You can use them with limits set up for invoice sorts or for limits that apply to work code and service category combinations The system uses effective dates on limits the same way it uses effective dates in other functions with some exceptions
281. f the appropriate calendar month usually the next month regardless of the actual start date of the contract In the previous example invoicing occurs on February 1 March 1 and so on Prorating Partial Periods Prorate Partial Periods determines how the system handles partial periods that do not fit into a monthly cycle In the previous example if this field is Yes the system generates a separate invoice for the period of Jan 15 through January 31 From that point on invoicing is synchronized with the first of the month The system creates a prorated invoice again at the end of the year for the period January 1 through January 14 If Prorate Partial Periods is No and Period Based Billing is Yes the covered days that do not fit cleanly within a month are essentially given away If you want to ensure complete invoicing set Prorate Partial Periods to Yes Partial billing periods can result when Period Based Billing is Yes but they may also occur if contract start and end dates do not follow monthly cycles For example if Period Based Billing is No and you have a contract from January 22 to April 5 the system bills for two full months from January 22 to February 21 and February 22 to March 21 This leaves 15 days of coverage The price for coverage is in terms of monthly units To determine the price for a number of days less than a month the system uses the number of days in the month of the last coverage day In the previous exampl
282. f Call Management Control 11 1 24 Open Status This is the general status for an open call and the initial status for a new call unless you are using escalations An open call is dynamic its item line and other data can change at any time Hold Status The hold status prevents recording new activity or generating an invoice for a call or line in Call Activity Recording A material order cannot be ordered for a call on hold For anything further to happen to the call change its status You can still generate an invoice for existing activity in Call Invoice Recording if necessary Complete Status The complete status means the call is ready for invoicing at least one invoiceable report with detail exists However you can still modify related data order service items for it with a material order and record new activity Tip Meaningful codes make it easier to understand quickly where a call is in its life cycle RQAD 354 QAD 2007 User Guide Service Support Management gt See Call Status Changes on page 411 for details on the requirements and effects of call closure Fig 11 2 Call Status Code Maintenance 11 1 21 1 FAQAD Close Status The close status is the final status of a call and indicates all service activity for this call is finished and ready for invoicing Once a call is closed you cannot record more activity or create material orders for it However you can reopen closed calls by changing
283. f PM Item is Yes a preventive maintenance detail pop up displays The default number of visits is always 0 zero since the header Visits field cannot be modified in this sequence You can create a line item schedule by specifying a number of visits in the pop up Service Contracts 297 Coniract Accounts Pop Up If Display Contract Accounts is Yes in Contract Control a pop up window displays the Sales and Sales Discount accounts and cost centers being used and lets you modify them Item Detail Coverage Limits If Contract Limits is Yes in Contract Control the system again prompts you to copy service limits when you finish entering a detailed item If you respond Yes your choices depend on how you responded to previous prompts If default item limits exist you can copy from the default item or the service type If default item limits do not exist and header limits do you can copy from the header or the service type If you set up limits for the detail item amounts accumulate against these limits not the default item or contract header The limits frame is the same as the one used for contract header limits PM Schedules If PM Item is Yes for the line item and you entered a nonzero value in the line item Visits field the PM Schedule for Line n frame displays the scheduled dates Item End User Iteration After you add all instances of the default item for one end user the Item End User frame redisplays so that you
284. face and procedures as the servicing of returns the direction of flow is the opposite Introduction to SSM 7 Service The Competitive Advantage Companies in manufacturing and supply chain sectors can leverage a well managed service and support strategy into long term competitive advantages such as the following Service contracts provide ongoing revenue Probably the most obvious advantage is that service contracts provide revenue long after the original sale Service builds sales Manufacturing companies are discovering that service can drive sales or help penetrate new markets Personal computers are a classic example better service and support were critical to penetrating larger less technical markets Service builds markets Service can help build long term customer relationships and long term customer loyalty In this way service helps build markets not just sales Service can recoup quality control costs If quality control brings service costs down profits from service contracts increase without impacting pricing This is especially beneficial in markets where a considerable time exists between quality improvements and market recognition of them at a level that supports a price increase Increased profits from service provide payback during this time Service can drive technology Those who service a product often learn as much about how it works as those who built it Proper management of this service experience through
285. fault Contract or Warranty charge code from Default Charge Code Maintenance FAQAD Amount A value expressed in the system base currency indicating a preset limit on coverage You cannot update this field if Contract Limits is No in Contract Control Used Consumed Display only field that is not used for contract and warranty types When limits are consumed on an actual contract the amount posted against that limit consumed or recorded in Call Activity Recording used displays in this field Cv The coverage percent determines how much of a particular charge is covered and how much you can invoice If labor costs 200 dollars and Cv is 75 150 is covered and the system applies it to any limit Det Indicates whether the Limit Detail pop up window displays Limit Detail Frame When Det is Yes a pop up for limit detail appears Limit Detail List Price Limit 0 Charge Code ONTRACTP a Over Limit Charge Code BILLABLE j ww Su The fields in the Limit Detail frame are optional List Price Limit If you specify an amount in this field and record an item or service category with a price exceeding this amount in Call Activity Recording the item is not covered even if limits have not yet been consumed Coverage always defaults to zero for such an item regardless of charge code Charge Code Charge Code determines the charge code Call Activity Recording uses when services are within the service lim
286. fault tax environment Note You cannot modify the information in this pop up if an invoice for the call exists Once a pending invoice exists for the line you can edit tax details only in CIR If this is a fixed price service activity the call line elements determine the final tax calculation No usage details are considered Call Usage Detail Defaults The user does not enter any tax information for call usage records in CAR However the system sets up default values you can edit in CIR When you are using GTM the system applies the tax usage and tax included attributes of the call line by default to the usage detail records for that line Here again the system bases the tax environment on the To zone value always the end user s zone and the From zone value The site associated with the detail usage record determines the From zone This is the site FAQAD 228 QAD 2007 User Guide Service Support Management Fig 7 5 GTM Tax Data for Billing Details in CIR FAQAD where items are located or the site associated with labor and expense consumption This site defaults from the call line but can be changed in CAR for individual usage records The taxable status and tax class for the usage records default for items from the values in Item Master Maintenance or from Service Category Maintenance for labor and expense service categories Important If the call line is not taxable the system ignores these lower level det
287. for a particular contract type by specifying a value in the Service Type field If you leave Service Type blank the additional charges are available for use on contracts with any service type The amount type for an additional charge can be F for fixed amount the default or P for percentage A fixed additional charge represents an amount added to or subtracted from the contract trailer A percentage additional charge is a markup or discount applied to the total for the items covered on the contract To automate pricing define the prices for additional charge items on a b See Prices for contract service price list The amount type of the additional charge Tee determines the kind of price list you can define page 205 FAQAD 256 QAD 2007 User Guide Service Support Management Figure 8 7 illustrates adding an additional charge in Contract Maintenance Fig 8 7 Adding an Contract Maintenance Additional Charge Number 210 Customer 1001000 Bill To 1001000 Specify the Contract Additional Charges additional Line Svc Type Item Item Qty AT NetPrice Disc Pct charge in the SC 1 Additional Caller 1 0 E 10 00 0 0095 Item field Billing Cycle Mo P Billed Count List Price 10 00 Start Date 01 2 B Extended Price 120 00 End Date Product Line 1YRC P Description ditional Co Taxable isn JP Service BASIC SERVICE CONTRACT Comments Price List SSM1 Sales Account3000 P LE P CP Discount Ac
288. for service costs depending on which fields are Yes A charge code has one of seven possible attributes Each attribute has a particular effect Charge codes determine whether the system Invoices service to the customer billable and fixed billable Provides it free of charge warranty contract covered or giveaway Tracks it internally against a special project project mandatory Normally you should create at least one charge code for each attribute to cover all possible business applications However if you do not use fixed pricing or track service costs for internal projects these charge codes may not be needed Important After you define charge codes be careful about changing them If you change a charge code marked Billable for example to Project Mandatory it is no longer valid for contract limit records as a billable default and may be invalid in Call Activity Recording You will now generate errors if you access records using the charge code b See Detailed Accounting in CIR on page 543 for details on how Call Activity Recording and Call Invoice Recording use product lines FAQAD 104 QAD 2007 User Guide Service Support Management Fig 3 8 Charge Code Maintenance 11 21 21 1 FAQAD Application of Charge Codes Charge codes affect numerous functions Service Limits You can associate under and over limit charge codes with the various limits for a service type or contract When thi
289. gineer s time zone either does Tip not match the end user s or is outside the range in Range of Hours to To limit by time zones MTZ must Consider be active Fig 2 5 Service Office Detail Frame Service Office Detail Engineer Codejpjw P Escalation Number Secondary E P Travel Distance Engineer Group Travel Time Service Area ww S FAQAD 28 QAD 2007 User Guide Service Support Management Tip Specifying unique escalations lets you give extra priority or special handling to certain callers FAQAD Engineer Code This code specifies the engineer usually assigned to calls for this end user perhaps the one closest to this end user site or the one preferred by the customer The engineer scheduling function in Call Maintenance awards points to this engineer based on twice the Primary Eng Points field in Engineer Schedule Control Secondary Eng The engineer scheduling function in Call Maintenance awards points to this engineer based on the Primary Eng Points field in Engineer Schedule Control Engineer Group Enter an optional code to group engineers Set up code values in Generalized Codes Maintenance for field fsgroup You might for example group engineers who do only telephone support separately from those who work in the field Service Area Enter the code you set up with Area Maintenance to identify the geographical area of this end user Usually the area relates to a service center For e
290. gs for all end users that match the other criteria When an end user range is specified only detail information for matching end users is reversed When summarized billing has been used the reversed amounts are subtracted from the summarized totals Billing Cycle Optionally enter a billing cycle for selecting pending invoices to reverse If you specify a Billing Cycle Billing Reversal Maintenance selects invoices only for this billing cycle code If Billing Cycle is blank the system processes all billing cycle codes Billing Date The default is the system date The system uses Billing Date as the effective date for transaction history No selection is based on this date Contract Billing 329 Correcting a Posted Invoice If you billed a contract in error and have posted the invoice you can use Billing Date Correction 11 5 18 19 to reset the billing dates on the contract header and contract line items Important The financial impacts of service functions are managed outside the SSM module You must correct the billing itself by issuing a credit invoice or memo to negate the incorrect invoice amount Billing Date Correction works on one contract at a time You must manually correct each contract posted incorrectly To prevent lengthy corrections establish procedures and verify contract invoices before you post them Do this by executing the release function with Update set to No and Print Report set to Yes before creating the se
291. h PlOW cnca sinises cionisma eia ed Shane heads 331 Contract Deferred Income Report 00 0 0 c eee eee eee 331 Chapter 10 PM Scheduling 0 0 e eee eee 335 Business Background 0 0 eee eee eee 336 Setting Up PM Scheduling 0 0 0 eee es 336 End User Schedules 0 0 00 cece eee eee 337 Scheduling Visits fora Line Item 0 00 00 00008 338 Changing an Existing Contract 0 0 0 0 cece eee eee 339 Scheduling Dates 0 0 cee eens 340 Creating PM Calls dee ete bord ad ba hee 341 Control Setup ai etae Leite eb Cea Ceiba eia aus dale oe 341 Using BOM Type 0 0 0 0 eee III 342 PM Call Default Values 0 0 0 eee eee ee eee eee 343 FAQAD Contents Xi Using the Call Generator 0 0 eee ee eee 343 Scheduling Subsequent PM Calls 0 0 0 0 eee ee 344 Chapter 11 Call Management llle 347 What Is Call Management sseseeeee ee 348 Setup for Call Maintenance 0 0 0 cee eee ee eee 349 Call Management uses snb ea ee ee ae 350 Setting Up Calls cece eee ed Se be ee beer ERR ee ee 352 Setting Up Call Status Codes 0 2 eee eee ee 352 Call Types is 5d pre Glam vcd ada Ete da tk E A 355 Call Qu ues 22 ti tod mes eda See eae See Hea Ce Ria ees 355 Setting Up Call Defaults 0 0 eee eee 357 Call Default Precedence cece eee eee 362 Control Settings cs os ea owen wa ie acto
292. hange Utility Use this program for two distinct purposes Set up the correct time zone information for existing end users when you activate Multiple Time Zones Change the time zone associated with an end user if that end user s geographical location changes This utility updates each end user record as a separate transaction If it aborts for some reason you can rerun it without adversely affecting database records Changing End Users During Activation When you first activate MTZ you initialize all time zones to the server time zone You must then establish the correct time zone for end users in each geographic region Do this for groups of end users you select by state postal code or country Initially the conversions performed by this utility differ depending on your response to the Current Times Relative to End User prompt Use this prompt to tell the system how you normally entered call times in the past Yes means you entered times on calls for this end user relative to the their time zone Specify Yes if you manually updated the date and time fields on a call to reflect the end user s geographic location Example A Los Angeles business has end users in New York When the business took calls from these end users the service operator routinely adjusted the call open time manually to reflect the time zone difference since prior to activating MTZ the system did not adjust for time zones FAQAD 134 QAD 2007 User Gui
293. has been created but has no transaction detail you must manually close it before the call can be closed Otherwise the system assumes this report still needs to be invoiced and generates an error if you attempt to move the call to history If you create reports in CAR and add transaction detail to them the status of the report must be invoiceable or closed or a message displays The system sets the report status to H hold if it encounters any errors while issuing inventory A call with a report on hold cannot be closed Report Transactions If detail has been recorded in Call Activity Recording the system verifies that all inventory has been successfully issued It also verifies that all labor and expense transactions have been posted to the proper GL accounts If not a message displays Call Management 417 Moving Calls to History Maintain complete call history online by moving closed and canceled calls to a separate history table While closed calls no longer appear in the Call Queue Manager unless you specifically request them they do appear on call browses inquiries and reports until you move them to history Moving them to history can reduce the number of records you need to review to find calls being worked on You can review but not modify or invoice data related to calls in the history table with Call Print with History Report 11 1 1 5 Select calls to be moved by range of call ID by range of end user associated wi
294. he contract 11 If End User Additional Charges is Yes in Contract Control specify end user additional charges and any associated comments 12 If End User Totals is Yes in Contract Control view summary totals for this end user 13 If Contract Additional Charges is Yes in Contract Control specify contract wide additional charges and any associated comments 14 View contract totals and modify contract trailer information Use the following illustrations and field descriptions to understand the details of creating contracts for items with end users in Contract Maintenance 11 5 13 1 This sequence of illustrations highlights only what is unique about creating a contract with Item End Users set to Yes When the fields have the same effect as contracts for end users with items refer to the previous field descriptions and discussions RQAD 292 QAD 2007 User Guide Service Support Management Fig 8 20 Contract Maintenance 11 5 13 1 gt See Contract Header on page 267 gt See Second Header Frame on page 271 FAQAD Contract Maintenance Number 1234 Customer 001 Bill To PEI Computers Ltd 37 Atlantic Road Avonlea Canada Billing Cycle p Master Contract p Order Date 07 23 21 Start Date 08 01 2002 f Item End Users Bill End Users 1 Bill To 001 Service Type Standard Sold To PEI Computers Ltd 37 Atlantic Road A1A A1A Avonlea 414 A1A Canada Credit T
295. he five items displays without details about the cost of each FAQAD Service Setup 89 You can also set invoice detail per end user The end user value overrides the invoice sort value Include Fixed Price If this is Yes Call Invoice Recording includes fixed price repair amounts in output for this invoice sort Set only one invoice sort to Yes Since fixed prices are charged regardless of the cost of items labor or expenses and regardless of the service categories in Call Activity Recording do not associate service categories with this invoice sort Language Frame Invoice sorts control the invoice display in Call Invoice Recording and invoice print Use the language frame to specify how the label for the invoice sort should appear in different languages If you do not set up language dependent labels the system uses the first 14 characters of the invoice sort description for the label in the Billing Summary frame of Call Invoice Recording Language and Description Enter any valid language code from Language Code Maintenance If blank the system uses the base language Once you enter a language code the description associated with it displays If you use more than one language execute the next description and label sequence for each language you use The description and label then appear properly translated for users in each language Description Specify a general description of this invoice sort for the current language
296. he line item defaults from the value on the contract header which may still be within the warranty period Some service organizations aggressively market service contracts and may get customers to start more comprehensive contract coverage on an item before the warranty expires This in essence sets up conflicting service dates since the system is aware of coverage durations How does the system resolve the overlapping warranty and contract coverage If you create a contract for an installed base item still under warranty the system gives you a warning and offers to change the contract s start date so it follows the warranty s end date The warning displays when you extend the warranty end date in Installed Base Item Maintenance 11 3 1 and a contract is in effect during the extended warranty If you ignore this warning both the warranty and contract are effective during the overlapping period Whenever you add an item with more than one source of coverage to a call in Call Maintenance or Call Activity Recording a lookup displays coverage sources in prioritized order The existence of both a valid warranty and a valid contract affects how you can override charge codes in Call Activity Recording Service Contracts 261 Contract Start and End Dates Start dates can be defined at various levels of a contract the header default end users or items detail lines and additional charges Start dates defined at one level default to the
297. hed u I in g Dates call Preventive maintenance visits are calculated by taking the length of the contract in days and dividing it by the number of PM visits requested for the covered item The system then back schedules the visits starting from the end date of the contract Fig 10 4 Calculating Schedule Dates Service Contract Preventive Maintenance Agreement Contract Start March 31 June 30 Sep 30 Dec 31 Preventive Maintenance Visit Dates This figure illustrates a a contract that starts on 1 1 00 and ends on 12 31 00 Four PM visits are requested 1 The system divides the contract length in days by number of visits 365 4 91 2 Then starting from the last day of coverage the system back schedules visit dates at approximate 91 day intervals This would result in calls scheduled for March 31 June 30 September 30 and December 31 FAQAD PM Scheduling 341 Creating PM Calls The first call in the PM schedule can be created directly in Contract Maintenance Or you can manage the process yourself using the Call Generator Control Setup Create PM Calls in Contract Control 11 5 24 determines whether the system generates PM calls in Contract Maintenance Create PM Calls is Yes If Create PM Calls is Yes the system generates scheduled calls automatically The call associated with the first date on the PM schedule is generated before the PM schedule frame displays While the entire schedule
298. heduling Options pop up 592 time zone effect 156 Engineer Calendar 590 time zone effect 155 Engineer Detail Schedule Maintenance 575 Engineer Diary 155 590 time zone effect 155 Engineer Holiday Maintenance 573 Engineer Maintenance 153 568 Engineer Master Schedule Maintenance 573 Engineer Schedule Control 28 580 787 Area Points field 580 Available Points field 581 Display by Calls 582 Limit by Availability 789 FAQAD QAD 2007 User Guide Service Support Management Limit by Problem Skill 790 Limit by Service Area 789 Limit by Time Zone 790 Override Scheduling Options 790 Primary Eng Points 789 Primary Eng Points field 581 Problem Points 789 Problem Points field 581 Range of Hours to Consider 790 Time Zone Points 789 Time Zone Points field 581 engineer schedules 563 593 Call Maintenance 393 defining master 573 engineer 569 engineer detail 575 example 588 from call 392 on call 577 rebuild 587 rules 578 time zone effect 153 transactions 585 Engineer Skill Maintenance 571 Engineer Status Maintenance 567 Enterprise Material Transfer EMT 616 escalation 551 562 default 554 enabling 552 end user 28 example 553 user preference 118 using calendar days 562 Escalation Maintenance 558 Escalation Monitor 561 pause interval 561 time zones 150 exchange rates Call Activity Recording CAR 442 CAR 483 contract 252 return material authorization RMA 712 return to suppliers RTS
299. his means you need enough service categories to reflect both the pricing levels you use for labor and the range of expense costs and prices FAQAD 92 QAD 2007 User Guide Service Support Management b See Chapter 7 Taxes in SSM on page 221 for details about tax implementation Fig 3 4 Service Category Maintenance 11 21 9 FAQAD Default Service Categories When you define service items in Service Item Maintenance you can associate a default item service category with them Similarly you can associate a labor and expense service category with standard operations and service routing steps These service categories provide default values for CAR streamline data entry and ensure consistent input Product Lines and Charge Codes If you use service category in a search key for charge and revenue product lines you can break out accounts based on the service categories in CAR You can also set up default charge codes with service category as part of the search key Default Tax Data You can use Item Master Maintenance to assign a taxable status and tax code to items These provide defaults when the item is entered on various orders including calls and RMAs Use Service Category Maintenance to associate tax status and tax codes with labor and expense service categories Call Invoice Recording uses the taxable status and tax class associated with the service category as the default for labor and expense usage record
300. icates that if a problem with this item occurs during the supplier warranty period the original supplier will repair the item FRU Indicate if this item is a field replaceable unit Yes means that if this unit is defective you can replace wit This field is for reference only and appears on reports and inquiries to help the engineer handle a service call RQAD 46 QAD 2007 User Guide Service Support Management FAQAD Model Enter the model number associated with this item Many organizations service products by model In Call Default Maintenance 11 1 21 10 you can create separate call defaults for each model you service This is useful if calls associated with various product models follow different paths Installation Call Specify Yes if this item must be installed by a service engineer This field is used with the Auto Install Calls field in Call Management Control 11 1 24 If both are Yes the system creates an installation call during Invoice Post of sales orders and RMAs The system uses the Install Work Code in Call Management Control and the installation BOM and routing in the Service Structure Data frame for the call Repairable Indicate whether this item is repairable When Yes this value has the following effects You can attach a repair BOM and routing to this item in the Service Structure Data frame without a warning When a repairable item is issued in Call Activity Recording the system assumes one
301. ice type whether a contract is a blanket contract page 375 and the hours of coverage The list is ordered with the more specific coverage sources before the more general ones This window may display when you create a call or add more lines to it in Call Maintenance or Call Activity Recording FAQAD 260 QAD 2007 User Guide Service Support Management b See Changing Charge Codes on page 454 FAQAD Managing Overlapping Contracts and Warranties Most customers prefer to let the warranty cover an item for its full duration after all the warranty is free When the warranty expires a service contract can begin where the warranty left off perhaps providing even more thorough coverage than the warranty Start from Warranty in Contract Control 11 5 24 helps manage the transition from warranty to service contract If this is Yes the system attempts to prevent contract and warranty periods from overlapping If you set Source to I in Contract Maintenance to use installed base records to add contract lines the system has information about the warranty start and end dates If the warranty end date falls after the contract header start date the system sets the start date for the line item forward to the day following the warranty end date If you manually enter an item that is covered by a warranty the system prompts you to change the contract start date and move it forward If Start from Warranty is No the start date for t
302. ide Service Support Management Table 6 3 Search Order for Labor and Expense Prices FAQAD Unit of Measure Set up labor and expense prices with a blank unit of measure Price Lists for Less than One Unit For the system to calculate prices for partial units set up a price for a minimum quantity of 0 The system uses this price if for example you record a half hour of labor This is especially important for labor and expense price lists since they are more likely to be used for partial units Amount Type Prices for labor and expenses cannot use a discount amount type because unlike items there is no list price to discount Costs on the other hand are available for both labor and expenses The system derives labor costs from the work center associated with a standard operation a routing step or the Service Work Center in Call Management Control If you define expense costs on an expense cost list you can use both amount type M and P with labor and expenses When you create a type P list CAR reads the price of the labor or expense from the price list When you create a type M list CAR determines the price for the labor by adding a price from the price list to the standard labor cost associated with the service work center Similarly the system determines the price for an expense by adding the price list price to the list price defined on an expense cost list In either case if the system does not find a cost the pri
303. ide is organized around the primary functions of service and support setup warranties and contracts calls and service activity Setup Setting up SSM depends on your implementation decisions The three main areas are Installed Base Whether or not you maintain an installed base and how much detail you maintain in it impacts service activity Control Codes You manage the flow of service activity with combinations of control codes defined prior to using SSM You tailor SSM functions with these codes and various control program settings Price Lists Service price lists determine prices for contracts and call invoicing Warranties and Contracts Service types and warranties define basic relationships with your customers The terms and conditions associated with service types drive service activity Limits and levels of coverage determine how much you charge for service FAQAD 14 QAD 2007 User Guide Service Support Management FAQAD Service contracts define a particular relationship with an individual customer The terms and conditions of the contract are based on a contract type but you can tailor them for an individual customer The contract s life cycle may begin with a quote move to the contract involve billing and invoicing and continue with contract renewal or delete archive functions Contracts control the automatic scheduling of preventive maintenance calls Call Tracking The service organization t
304. ies it If the Item Qty is greater than 1 and this is a serialized item leave Serial blank and specify Yes to the Serialize field in the detail You can then enter multiple serial numbers in a pop up window Service Contracts 281 If the item is serial number controlled in Item Master Maintenance 1 4 1 a serial number is required unless this is a blanket contract Net Price This field defaults from the price list in effect otherwise it Tip is zero You can change the price If the net price does not default to ET Zero List Price is set from the Net Price and never changes The field security system considers any change to the net price a discount and displays it in the Disc field in the item detail Increasing the price creates a negative discount decreasing it a positive discount If the price defaults to zero and you enter a price the system See Contract considers it to be the list price of the item If you change the net price md Ed on later list price is recalculated details The net price indicates the price per unit for one month of coverage for this item The system calculates the extended price for an item by multiplying the item quantity by the net price per unit by the number of periods of coverage contracts are measured in months For example if one item is covered at a price of 10 per month for 12 months the extended price is 120 Line Item Detail Serialize Enter Yes in this field if the line item i
305. iew summary totals for this end user Repeat steps 4 through 12 for each end user on the contract 13 If Contract Additional Charges is Yes in Contract Control specify contract wide additional charges and any associated comments 14 View contract totals and modify contract trailer information Use the following illustrations and field descriptions to understand the details of creating contracts when Item End Users is No in Contract Maintenance 11 5 13 1 Number 207 Customer 1001000 Bill To Reliable Central Purchasing Attention Accounts Payable 300000020 Century Blvd Los Angeles United States of America Billing Cycle Mo P Master Contract 1P Order Date 06 25 2002 f Start Date 07 01 2002 fI End Date 06 30 2003 f Price usu ssmi P Purchase Order CS Item End Users Bill End Users Bill To 1001000 Service Type SC 1 Sold To Reliable Central Purchasing Attention Accounts Payable 300000020 Century Blvd Los Angeles United States of America Credit Termsi2 10 30 P Source Salesperson iip iP Comments O Commission 1 10 00 Sie 10000 P Multiple Currency USD P Lang lus P Taxable irn P Tax Date B Blanket O Chanel 1P Original start m O Q Service Contracts 267 Contract Header Number Enter a number uniquely identifying a specific contract and its line items If you leave this field blank the system creates the next number using Next Contract Number in Contract Co
306. iiiaaas canccee ee eee ane Osea nee aeawws 1 Other QAD Documentation 00 0 00 eee eens 2 Online Help ioc ea eae eke hee edd hea BERE ee bbe nea eee eb de 3 QAD Web Site aves dai weed ES DER UC Feet i ea eae UNE 3 Conventions 3 sbactta tito a e e ee tha can gad elas gra Ep stares 4 Chapter1 Introduction to SSM 5 What Is Unique About Service lseleeeeeeeeeee eee 6 Service The Competitive Advantage lee eese 7 Basic Service Business Concepts 0 0 0 0 cee eee eee eee eee ees 8 Installed Base 065 ee lan monsters had ea aeda dade 8 Level ot Service ce gae ee eoe ace ead ern ac RE 8 Limits of Service coseson e dtt on LEER EEEE OEE EEE ADR 8 Contractual Obligations for Service 0 0 cece eee eee ee 9 Pricing for Service i e deua dues exea ee eee ae ees 9 Billing for Service Contracts 0 0 eee cece eee 10 Call Management llle 10 Call Activity Recording and Call Invoicing lesse 10 Service Quotes sies c esee ka eh m eg Raid oe doe ee 11 Queue and Escalation Management selle 11 Engineer Scheduling 00 0 eee eee eee eee 11 Service Inventory 0 0 cece cece eee een nee 11 Installation Service 2 06 0 de ceca eerte echa 12 Preventive Maintenance 0 cece eee een ene 12 iv QAD 2007 User Guide Service Support Management Returns and Repairs Refurbishment 00 2002 e eee 12 Service Re
307. ime service is available You define warranties in days contracts in months The duration determines the end date for the warranty of an installed base item and the default end date for a contract Response time defines the length of time within which the customer can expect you to respond to a service request Call Maintenance uses response time and coverage hours to calculate the call s next event date and time Price lists determine what a customer pays for contract coverage for service on a call and for items returned on an RMA RMA issue lines use standard sales order pricing FAQAD Contract and Warranty Types 167 Ship Before Return and Restocking Charge affect RMAs only Ship Before Return determines if you can issue an item on an RMA before you receive the defective one from the customer This field only affects linked RMA lines The system applies the restocking charge to items returned for credit It indicates what portion of the credit to deduct for handling Priority sets the opening priority of a call in Call Maintenance The lower the number the higher the priority You can also define the priority for an end user If you use escalations they can affect the priority Hours of coverage define when you are available to provide service Call Maintenance uses them to schedule engineers and calculate a call s next event date and time Level and limits of coverage determine the coverage percentage app
308. imiting options selected 2 Determines each engineer s total available hours or calls based on working schedules detail master or on call 3 Determines how many hours or calls are assigned each day and subtracts them from the available hours or call load to calculate the engineer s final availability This window s appearance depends on Display by Calls in Engineer Schedule Control In Figure 11 24 Display by Calls is Yes Fig 11 24 Call Maintenance Call Maintenance User Selection Scheduling Call ID 2468 Call Date 07 25 2002 Time 10 14 Serial 8456 9326 End User 01000000 Colossal Conglomerat Item Number 40 40000 Ref 0 Contract Service Type STANDARI Area AMERICAS Start Date Install Date Evanston IL 090876 End Date Warranty End Response 0 PO Number Comments Indicates Availability Calls The Week Of 07 28 02 Call Day Thu Display by Eng Code Pts PrbArea Sched Start End Wed Thu Fri Sat Calls is Yes 5SU gs mm STANDARE ga pg 17 00 10 9 10 au STANDAR o 09 17 00 12 12 12 Su aMERICASS ANDARI 08 00 17 00 10 10 10 2m gt sypney STANDARE 8 09 17 00 10 10 10 110 gt SI 08 00 17 00 10 10 10 The system initially displays available engineers prioritized by point totals Use Pivot to sort the display by area The availability frame shows The total number of scheduling points assigned to the engineer The Tip system calculates points based on the values in Engineer Schedule Control for area problem
309. in Engineer Schedule Control Tip Assign a primary engineer to the end user in End User Address Maintenance FAQAD 366 QAD 2007 User Guide Service Support Management FAQAD Creating and Updating Calls The primary program for managing calls is Call Maintenance 11 1 1 1 Call Maintenance controls calls from a variety of perspectives Call Information Where is a call placed in your support organization Queue How is it categorized Problem Type Severity When should it be updated Next Status Date and Time Where is the call in relation to the call life cycle Status Management How should the system manipulate the call to ensure that it is addressed in a timely fashion escalations Engineer Assignment Which service engineer should be assigned to work on this call Who is best equipped for the particular problem Who is available to do the work Repair Information What items and procedures should be used when servicing the call items Service Summary Information What problems were encountered on this call How were they resolved Call Management 367 Call Entry Overview Enter calls in Call Maintenance 11 1 1 1 illustrated in Figure 11 10 Fig 11 10 Call Maintenance lt Call Maintenance User Selection 11 1 1 1 Call ID CA127 Call Date 05 17 1996 Time 12 54 Serial 102093 AA1 End User 1006000 Sterling Industries Item Number 10 10000 Ref 0 OASIS TM COOLING SYST Contract Service Ty
310. intenance 2 1 13 Installed Base 33 Creating End Users from Other Service Functions When a business sells only to retailers or distributors direct knowledge about end users may be unavailable To identify end users the business might use product registration cards phone in registration or a contest registration Even with these mechanisms such a business often finds out about end users when they call or attempt to start a service contract or return an item Service personnel making the first contact are likely to be using one of the following Call Maintenance Call Quote Maintenance Contract Maintenance and Contract Quote Maintenance RMA Return Material Authorization Maintenance Since service personnel can add end users in these functions the process is streamlined Note Whether you can create end users in Contract Maintenance and P See Billing Contract Quote Maintenance depends on the setting of Bill End Users UU orEnd When you are billing end users they must be set up previously in page 314 Customer Maintenance Figure 2 9 illustrates the frame that displays in Call Maintenance when you leave End User blank and indicate that you want to add one Temporary Customer For End User Fig 2 9 customer cuneis Customer for defined in Name ORD FOR STANDIN Sort DUMMY RECORD FOR STANDIN End User Frame control Address QUOTES PROMOTIONS CALL II Address program City County State Country United St
311. intenance Associate them with contract and warranty types in the Call Price List field When coverage for activity recorded in Call Quote Maintenance and Call Activity Recording is found on a warranty or contract type the price list defaults from the referenced type When coverage is found on a contract the call price list defaults from the contract The contract call price list initially defaults from the type but can be changed You can record three different kinds of consumption in CAR labor expenses and items You set up price lists for labor and expenses differently than for items Pricing for Repair Items Figure 6 2 illustrates a repair price list for items Service Pricing Maintenance Type C R E Repair Pricing Work code is 9 Product Line P optiona j i Service Category P F WIRING UNIT Type R lists ii Unit of Measure EA A List Price 0 00 provide prices Baraan in Call Activity Amount Type P Recording Min Qty Min Qty E 0 0 0 o al 0 0 0 When items are consumed in CAR the system searches the price list on the call header for each item s price If a price is not found the system looks for the item s list price in the item master If the item is not in the item master the price defaults to zero The key factors in the price list search are the item or item group and the work code Automatic Pricing 207 Items or Item Groups You can set up price lists for individual item num
312. interpret the times on calls for this end user If you are running this utility as part of the initial setup for time zones enter Yes if your organization manually updated the date and time on calls to reflect the time zone of the associated user Enter No if you accepted the time suggested by the system which is the equivalent of the server time zone If you are changing the time zone associated with an end user after you implemented MTZ leave the default Yes Once the utility has converted the time zones times are relative to the end user Tip For initial startup this is usually No RQAD 136 QAD 2007 User Guide Service Support Management Tip Always execute the program with update set to No before actually making changes FAQAD Update Indicates whether the utility should be report only or make changes to the database No Leave the database records unchanged and generate a report listing the records affected The report indicates how many call records the system must change to reflect the changes in end user time zones Yes Modify the selected end user records and related call dates and times Server Time Zone Change Utility This utility adjusts the time zone information in the database to correspond to a new server time zone You might never need this utility unless you move your business or computing center to a new time zone This adjustment is important since the server time zone is the baseline for
313. inventory site where repair parts for the item being serviced reside Call Activity Recording uses the site when parts are issued in the repair of this item This field cannot be modified once you open reports for this item in CAR The site associated with the first call item determines the value for the call site on the CAR header The system follows a sequence to derive a default site beginning with an engineer If an engineer is not assigned in Call Maintenance the sequence begins with the third step The key site and location the system uses is the one associated with the assigned engineer in Engineer Maintenance 11 13 1 If you leave the engineer site blank and specify a location the system uses the area site but the engineer location takes precedence over the area location If the engineer does not have a site or location the system uses the ones associated with the engineer s area in Area Maintenance 11 15 1 If these values are all blank the system uses the default spares site location set up in Default Site Maintenance 11 21 13 If a site has still not been found the system uses the site and location defined when the item was set up in Item Master Maintenance 1 4 1 FAQAD Call Management 397 Ifa site has still not been found the system uses the site associated with the end user s customer in Customer Maintenance 2 1 1 BOM Code Must be a valid service BOM set up with Service Structure Maintenance It
314. ion when you add a call the system bases the next status date and time on the response time and coverage days of the service type in effect You cannot leave Next Status Date blank if an engineer is assigned to the call since the date is needed to update the engineer s availability This is true even when Schedule New Calls is No in Call Management Control The effect of the next status date and time depends on options in Call Maintenance If you are using call scheduling the next date and time determine when the scheduling sequence attempts to schedule an engineer These fields determine the default start date and time in the Call Engineer Schedule Maintenance frame If you are using escalations the next date and time determine when the Escalation Monitor executes the next step in the escalation associated with the call Each step in an escalation can change the call s status priority queue or notify key individuals about the call If you are not using either of these options this field is for reference manually update and track it From Quote Output only reference field that has a value only if this call was created from a call quote Comments Indicates whether a frame for recording call comments should display The value in this field defaults from the Call Comments field in Call Management Control unless comments already exist In this case Comments always defaults to Yes b See Coverage and Call Dates Times
315. iously in the Contracts Due Until field Whenever you run the release program the system updates these dates Service Contract and To Beginning and ending numbers determine the range of contracts to be billed Customer and To Beginning and ending address codes determine a range of contracts to be billed End User and To Beginning and ending address codes determine the range of contract lines to be billed Next Sales Order This output only field indicates the first sales order number to be generated when Update is Yes This number is found in Contract Control Billing Date Enter the date the system should use as the order date for the pending invoices generated for selected contracts The default is the system date Billing Cycle Optionally enter a billing cycle code to select contract lines for billing Set up cycle codes in Billing Cycle Code Maintenance Leave Billing Cycle blank to generate invoices for lines regardless of billing cycle Update Set Update to No and Print Report to Yes to view a report of what will be billed without generating invoices Print Report Enter Yes to print a report listing contract lines billed Set Update to No and Print Report to Yes to generate a simulation of contract lines that would be billed based on the current input selections Contract Billing 325 For each contract line billed the report lists the contract number pending invoice number associated with the line service type end
316. iption The inventory description of the line item being covered displays and can be modified Service The description of the service type entered in Contract Type Maintenance 11 5 10 displays and cannot be modified Reference Specify an ISB reference number that uniquely identifies this item Reference numbers uniquely identify items in the installed base without serial numbers or that are part of a lot Enter question mark for the next system supplied reference number If Items In Installed Base is Yes in Contract Control the combination of item number lot or serial number and ISB reference number must exist in the installed base for this end user or an error displays Comments This field defaults from the value of Service Line Comments in Contract Control Specify Yes to enter comments for this line item Product Line The product line associated with either the service type or the item displays by default The value depends on Use Item Prod Line in Service Management Control 11 24 The system uses the accounts of this product line for recording revenue from the sale of this contract for the associated line item Note Deferred and Accrued Revenue accounts are always found using the product line of the service type since they exist only at the contract header level PM Item Enter Yes to schedule preventive maintenance PM visits for this item If Days between PM is any nonzero value in Service Item Maintenance 11 3 7
317. is predetermined only one call is opened at a time The next call is created when a scheduled call is closed The system uses the schedule based on the number of visits and contract duration information to determine the next call s date Create PM Calls is No If Create PM Calls is No PM calls are not automatically generated The system calculates dates and displays the schedule but does not create the first call Note You can still generate a call from this PM Schedule frame by selecting a schedule date and pressing Go The system then prompts you to create the call If you do not create calls during PM scheduling you normally create P See Call them later with the Call Generator Using the Call Generator you can Enero on am page 407 create all PM calls within a range of dates at one time FAQAD 342 QAD 2007 User Guide Service Support Management Tip Text entered in the Comment field on the PM Schedule frame before the call is generated is used for the call description Tip Use the BOM Type if you have more than one standard PM BOM and routing Fig 10 5 Contract Line Item PM Schedule Frame FAQAD Setting Create PM Calls to No is also useful if you want to use the BOM type feature described next If the system creates the call you do not have the opportunity to specify a BOM type Using BOM Type You can set up any number of service BOMs for a single item in Service Structure Maintenan
318. isplay Order 1 Type L Invoice Detail 2 Include Fixed Price Language Language US english U S Description Label LABOR Invoice Sort Enter a code identifying this invoice sort Description Enter up to 24 characters describing the code and identifying its use and purpose Display Order Enter a numeral from 1 to 6 representing the display sequence in the Billing Summary frame of Call Invoice Recording A warning displays if another invoice sort has the same display order Type Possible values are L for labor E for expense and I for item Type determines the column where costs display in the Call Invoice Recording summary frames Labor costs display in column 1 item costs in column 2 and expense costs in column 3 The invoice sort type also determines which service categories you can associate with it You can associate a type L invoice sort with labor and travel labor service categories a type I invoice sort with items consumable items or exchange items and a type E invoice sort with expense or travel expense Invoice Detail Determines the default in the Detail column in the Billing Summary frame of Call Invoice Recording and affects the printed invoice format If Yes the printed invoice displays information for each line of activity recorded in CAR If No the system summarizes the lines for a particular invoice sort with totals only This means that if you consumed five items the total cost for t
319. it The code in Contract Type Maintenance normally has Contract set to Yes in Charge Code Maintenance In Warranty Type Maintenance it normally has Warranty set to Yes When service charges on a contract exceed the limit or 0 coverage is defined the system switches the code in CAR to the over limit charge code Contract and Warranty Types 193 You can also specify a charge code with Covered set to Yes for the under limit charge code However limit its use to service types that provide generic coverage such as the call default service type in Call Management Control Important Never specify a covered charge code on any service type that is the basis of a contract or warranty Over Limit Charge Code Determines the charge code Call Activity Recording uses when service costs exceed the service limit This charge code must have the Billable field set to Yes in Charge Code Maintenance If you do not associate an over limit charge code with the limits the system uses the billable charge code in Default Charge Code Maintenance instead You can override the billable charge code with a giveaway charge code in particular instances in CAR Warranty Types You have probably seen statements like backed by a 90 day warranty on parts and labor in advertisements or sales brochures A warranty is an agreement between you and your customer that says you will provide a certain level of service for an item from the date of purchase through a
320. item then an item end user and then item detail However to automatically generate lines you must specify an end user first When Source is I you specify one end user and then select items from that user s installed base When Source is Q or S you specify a quote or order number then specify an end user You can then select lines from the quote or order for this end user After selecting lines for one end user you are prompted to specify another When you press End the system creates both default item lines and item detail lines for the end users specified Service Contracts 263 When the system creates lines it assumes that values on the header apply to each contract line to be created This also applies to contract limits the system assumes that the lines it generates use the coverage limits defined in the header and do not have their own limits As a result you will not be prompted to copy limits into the lines as you would if you created the lines manually One advantage to adding contract lines based on installed base information is that it ensures accurate information If you manually enter information about installed base items be careful that lot controlled items specify a contract line quantity that matches the installed base quantity You can add lot controlled items to the installed base with a quantity of more than one However the system cannot distinguish one of these items from another If you have a contract
321. item in the installed base Call Maintenance displays the type of warranty and its duration so the service engineer and the customer know if the warranty is in effect If the warranty is active it determines the initial setting for the call s response time and may determine priority if other defaults do not Response time is the time within which you should take action on the call This action could be to assign an engineer or change the call s status and queue The system uses the response time to calculate initial settings for the next status date and time fields if you are not using call escalation Priority is a rating used by the call queue and call escalation managers to select calls with identical Type Problem Severity and Status settings Other settings can override the warranty s initial call Response Time and Priority values Priority can default from the end user if it is defined there The response time can default from the initial setting in a call escalation sequence and be updated accordingly if you are using call escalation Call Activity Recording The coverage levels for a warranty type determine the coverage for labor expenses and items in Call Activity Recording This in turn determines the billable totals on the call invoice If you associate under limit and over limit charge codes with the warranty limits the system uses them by default in CAR RMA Maintenance The percentage of coverage on a warranty type det
322. ith various combinations of settings Plan return statuses accurately since inventory processing depends on them Default Statuses You can specify two default return statuses in Call Management Control These statuses provide defaults during return processing in Call Activity Recording and MO Direct Pending Returns Return Status CAR uses this status by default for repairable items It is the default in MO Direct Pending Returns Scrap Status CAR uses this status by default for non repairable items Table 3 3 Return Status Fields Tip You cannot use a status with Pending set to Yes RQAD 102 QAD 2007 User Guide Service Support Management Fig 3 7 Return Status Maintenance 11 21 17 FAQAD Return Status Maintenance Figure 3 7 illustrates Return Status Maintenance Return Status Maintenance Status SCRAP Description No longer to be used Exchange 0 Good Scrap Z Pending Status Enter an 8 character code identifying this status Description Enter up to 24 characters describing the code and identifying its use and purpose Exchange Yes indicates an item the customer returned for credit The system uses the Exchange UM in Call Management Control to find an exchange price on the call price list The system credits the customer who returned the item this amount and receives it into inventory using an unplanned receipt transaction Good The system checks this field only if th
323. ither fixed or percentage uplift additional charges You can add an overall discount percentage here for the entire order along with miscellaneous charges Taxable and nontaxable trailer codes default from Contract Control if defined The Total field represents the total billable amount on the contract This may be divided among end users if Bill End Users is Yes Billing may occur at one time or the invoice amount may be divided depending on the contract billing cycle yearly quarterly monthly Number 207 Customer 1001000 Bill To 1001000 Line Total 4 788 00 Additional Charges 120 00 Disc Amt 0 00 Non Taxable 4 908 00 Taxable 0 00 Tax Date 10 01 1993 0 0099 Service bo SOS Freight bo 5 Currency USD Special Total Tax 0 00 Total 4 908 00 ov View Edit Tax Detail CR Initials Print Contract 2 Credit Card AR Account 1200 Action Status HD Cr Initials Credit Card Enter optional user defined codes defined with Generalized Codes Maintenance Service Contracts 289 Action Status If the header customer is on credit hold HD displays in the action status field The effect of this status depends on Credit Hold Option in Service Management Control Print Contract This field defaults from Print Sales Contracts in Contract Control and indicates whether the contract should be printed Contract Print includes only contracts with a Yes in this field and sets the field to No when an e
324. ition of standard service BOMs and routings For example to add inventory items automatically to the installed base during sales order shipment set them up with the Installed Base field in Service Item Maintenance set to Yes This indicates to the system that the service organization supports this item and prevents cluttering the installed base with items the organization does not service If Ship to Installed Base is Yes 11 24 many service attributes are used when Invoice Post creates an installed base record If SO Edit ISB Defaults is Yes in Sales Order Control 7 1 24 you can change the FAQAD 44 QAD 2007 User Guide Service Support Management Tip System level normally indicates the top level item in an installed configuration but it can have any application suitable for your system FAQAD default values when you generate the sales order Otherwise the system creates the record in the background using default values To make changes later use Installed Base Item Maintenance 11 3 1 Item Engineering Data Frame After you enter or select a valid part number the system fills in the fields in this frame from the item record for display only Item Service Data Frame In this frame specify information the system uses during service of this item Warranty Code Enter a warranty code set up with Warranty Type Maintenance This code supplies the default for new installed base records for this item You can
325. its If Contract Limits is Yes in Contract Control the system again prompts you to copy service limits when you finish entering a line item If you respond with Yes you are then prompted to copy limits You choices depend on how you responded to previous prompts If end user limits exist you can copy these or from the service type If end user limits do not exist and header limits do you can copy from the header or the service type If you set up limits for the line item amounts accumulate against these limits not limits at the end user or contract header level The limit screen 1s the same as the one used for contract header limits PM Schedules If PM Item is Yes for the line item and a separate schedule exists for the item the PM Schedule for Line n displays the scheduled dates When you press Go after confirming these dates the End User PM Schedule frame displays if an end user schedule exists End User Additional Charges If End User Additional Charges is Yes in Contract Control you can associate additional charge items with each end user These items are defined in Contract Additional Charges 11 5 7 Each charge is added as a separate line item with its own pricing information Service Contracts 285 Adding additional charges is similar to adding contract items with some exceptions Only the fields that differ are described Additional charges appear in a separate section of the printed contract Fig 8 16 E
326. ity Severity Call Maintenance ca severity Call Default Maintenance cdf ca severity Call Escalation Maintenance es ca severity ccd cause Cause Fault Codes ccd cause ccd problem Problem Fault Codes ccd problem ccd resolution Resolution Fault Codes ccd resolution egd sched type Schedule Type Engineer Detail Schedule Maint egd sched type eng location Current Engineer Maintenance eng location Location esh sched type Schedule Type Engineer Master Schedule Maintenance esh sched type Table 3 6 Generalized Codes for Service Page 1 of 4 119 Table 3 6 Generalized Codes for Service RQAD 120 QAD 2007 User Guide Service Support Management Code Label Where Used eu type End User Type End User Address Maintenance eu type Default Charge Code Maintenance fcd eu type Warranty Code Maintenance svtype eud title Title End User Address Maintenance eud title eud type Contact Type End User Address Maintenance eud type fsgroup Engineer Group Engineer Maintenance eng group Group Escalation Maintenance es group Engineer Group End User Maintenance eu eng group fsskill Prob Skill Call Maintenance ca problem Call Default Maintenance cdf ca problem Engineer Skills Table fsskill Call Escalation Maintenance es ca problem isb owner Ownership Installed Base Item Maintenance isb owner isb status Status Installed Base Item Maintenance isb statu
327. ization RMA 704 Credit Hold Option field call quotes 427 FAQAD calls 373 contracts 254 material orders 624 RMAs 704 Service Management Control 749 credit price list 680 687 service type 189 currency call 373 Call Activity Recording 441 contract 251 price list 202 service price list 202 214 Custom Program Entry Point Validation 794 Custom Program Insertion Maintenance 795 Customer Maintenance 25 Time Zone field 140 Customer Ship to Maintenance end users 25 cycle codes contract billing 311 D Database Time Zone field Service Management Control 127 750 date call open 378 contract start 261 daylight savings time 138 default call 357 call precedence order 362 call quote 425 charge codes 114 escalation 554 locations 94 service types 165 sites 94 Default Charge Code Maintenance 114 Default Site Maintenance 98 default sites repair 99 return 98 scrap 99 search algorithm 95 spares 98 use of 96 Deferred Income Report contract 331 deferred revenue Contract Control setting 772 managing 317 recognizing 319 Deferred Accrued Revenue Report 321 delete archive call 417 contracts 306 field notifications 72 revenue records 321 service requests 610 Delivery Transit Time Maintenance 709 detail allocations material orders 630 638 RMA 685 direct allocation of EMT MOs 617 discount amount type 203 216 Display Time Zone pop up 146 duration service type 187 E ECOs tracking with service request
328. l in Generalized Codes Maintenance Fig 8 11 Contract Maintenance Second Header FAQAD 272 QAD 2007 User Guide Service Support Management gt See Contract Quotes on page 307 for details Tip The setting of Bill Arrears affects the valid contract revenue types b See Managing Deferred and Accrued Revenue on page 317 for more details b See Summarized or Detail Billing on page 315 for the full effect of this setting FAQAD A contract on hold can still be used to provide coverage for service activities as in Call Maintenance If the contract should not be considered valid for coverage use the contract quotation process instead Bill Arrears If No the customer is billed in advance for contract coverage If Yes the customer is billed for periods that have already passed Next Bill defaults to the first day of the next billing period This field defaults from the Bill Arrears field in Contract Control 11 5 24 You cannot modify it after a contract has been invoiced Revenue Type Enter the revenue type code to use when billing this contract Valid values are A Accrued Revenue C Cash Basis or D Deferred Revenue The default is set in Contract Control Validation depends on the setting of Bill Arrears Cash Basis To post revenues upon receipt for this contract set Revenue Type to C In cash basis accounting revenue is recorded in the period it is actually received Accrue
329. later in CAR that are covered by a contract must use the same currency or an error is generated Credit Standing and Calls Credit Hold Option in Service Management Control affects how calls are processed when the customer associated with the end user initiating the call is on credit hold This field can have one of three values 0 zero Service calls are accepted regardless of the customer s credit status 1 Service calls are accepted but a warning displays when the customer is on hold 2 Service calls are not accepted from customers who are on credit hold An error message displays and you cannot record the call until the customer Credit Hold field is reset to No gt See Contract Currency on page 251 for details RQAD 374 QAD 2007 User Guide Service Support Management gt See Chapter 4 Multiple Time Zones for complete details regarding setting up and using MTZ FAQAD Call Management and Multiple Time Zones Multiple Time Zones MTZ is an optional feature of SSM that enables you to manage your response to end users located in more than one time zone Activating MTZ affects time sensitive data in key service functions including call management engineer scheduling coverage checking creation of installed base records and reports and inquiries that display dates and times MTZ has its most pervasive effect in Call Maintenance and call related functions where most dates and times are displ
330. lays the financial summaries Call Invoice Recording provides a high level financial summary of call costs and billable amounts The top frame costs is a grid with the three types of invoice sort codes as the columns and charge codes as the rows The final frame of Call Quote Maintenance is similar The system summarizes planned labor parts and expenses for a service activity just as in Call Invoice Recording Some invoice sort fields affect the display of information in CIR Type The value in Invoice Sort Maintenance for the Type field determines which column displays invoice sort information When you define an invoice sort match the Type value to the invoice sort s label For example an invoice sort called Expenses with a Type of L for labor would be misleading Display Order Invoice sort codes display in the rows of the Billing Summary frame of Call Invoice Recording The Display Order field determines the order in which they appear Define the labels in the Label field Multi language users can define labels for each language A warning displays if you create two invoice sorts with the same display order The system does not prevent this but the display in Call Invoice Recording will be confusing Service Setup 87 Fixed Prices Fixed prices represent a single price for the entire service activity regardless of the list price of individual items Since the prices are not broken out by expense labor or item mark one
331. ld Pivot sorts by customer Escalation Default Enter the default escalation code for Call Maintenance 11 1 1 1 Leave this field blank if you do not use call escalation When this user creates a call this setting overrides the default in Escalation Control However if the end user has an escalation or one is defined in Call Default Maintenance it is used first Call Queue Enter a code used to group service calls for dispatching and review with the Queue Manager When this user creates a call this setting overrides the default set in Call Management Control A queue set by an escalation or in Call Default maintenance takes precedence over this value Quote Queue Enter a code used to group call quotes When this user creates a quote this setting overrides the default in Call Management Control A queue set in Call Default Maintenance takes precedence Call Time Window Specifies whether the Travel and Estimated Time window appears in Call Maintenance Enter Yes to record the estimated call length travel distance and travel time in Call Maintenance 11 1 1 1 When this user creates a call this setting overrides the default in Call Management Control Call Structure Window Specifies whether the Repair Structure Detail window appears in Call Maintenance If Yes a frame displays in Call Maintenance 11 1 1 1 where you can specify or modify the service BOM and routing When this user creates a call this setting overrides the defa
332. lds affected The exception is any date set by programs outside the Service Support module such as Invoice Post Since these programs are outside the scope of SSM they update ISB records with the system date and time The install date is important in determining valid warranty coverage If end users are far enough away that time zone differences create date differences you can manually update the install date created by invoice post Sales order routines also set the Ship Date value displayed in Installed Base Item Maintenance This date reflects the server time zone Time Zones and Service Contracts Contracts follow the general rule that applies to calls and the installed base when MTZ is active All contract dates and times are relative to the time zone of the end user on the contract The system searches for call coverage using the call open time relative to the end user s time zone It also determines if the day is a holiday relative to the end user s time zone For contract coverage to be considered valid the call open date must be within the contract line s start and end dates The contract s currency must also match the call s If more than one service type applies to call item the system checks to see if the call s open time falls in the available hours for the contract line s service type The system uses the same algorithm to determine limit consumption when you post a call invoice It uses the call open dat
333. le Central Pur Move Date 07 23 2002 Recalculate Coverage Installed Base Parent Items Component Component Serial Comp Ref gt 10 10000 440dg 100gph uvsl 0 ov Fig 2 27 Manual Entry From End User 10010003 To End User 1001005 in Installed Reliable Center Reliable Central Pur Item Move Time Zone Time Zone Move Date 07 23 2002 Recalculate Coverage Items To Move e r1 a Component Item Component Serial Description 440dg 100gph uvsl OASIS TM COOLING SYST B 0099 BATTERIES ATOMIC STD CONTROL UNIT HOME USE SENSOR UNIT EVAPORATOR SERIES 10K MOTOR DODGE 440CC GA PUMP 1000GPH SERIES 104 D E ELE E E SI E When you finish moving items and press End the system prompts you for an output device and generates a report listing the items moved their installation dates and associated warranties Ensure that this information is correct for the new end user Generating a Service Marketing Letter Service usually involves direct communication with the end user At times it is necessary to contact a range or all end users in the installed base perhaps to alert users to a new product upgrade or warn them of a product defect FAQAD 76 QAD 2007 User Guide Service Support Management Fig 2 28 Installed Base Marketing Letters 11 3 21 Tip If you use pre printed letterhead leave the address code blank FAQAD Use Installed Base Marketing Letter 11 3 21 to create such letters You can base th
334. les accounts set up in Sales Account Maintenance 1 2 17 using The product line of the service type in effect The channel specified on the contract header The contract site The customer type If these do not exist it uses accounts set up in Product Line Maintenance 1 2 1 If these do not exist it uses accounts defined in System Account Control 36 1 Note The setting of Use Item Product Line in Service Management Control does not affect the search for Deferred and Accrued Revenue accounts These accounts apply to the contract as a whole not individual lines Therefore the product line associated with the service type is always used in the search for accounts Contract Billing 319 Recognizing Revenue Run Revenue Recognition 11 5 18 21 each month for the system to recognize accrued and deferred revenues for billing cycles other than monthly Fig 9 5 Revenue Recognition 11 5 18 21 Update Output Batch ID Select revenue to be updated by range of contract and customer codes and indicate when the GL transactions should be effective Set Update to No to generate a report of revenue amounts that the system needs to update without making any changes Important Do not modify the details that have been accrued on a contract after running Revenue Recognition For example you can add new contract lines but do not change the billing cycle or start date of lines that have been accrued Deferred Revenue
335. lied by the system and limits based on work code and service category or on invoice sort You can also specify a total limit and a limit for individual prices Charge codes on the service type provide defaults in Call Activity Recording Product Lines and Service Types The product line ties the service type to a set of general ledger accounts It usually determines the accounts affected by the sale of contracts and by RMA issues and receipts In Call Activity Recording charge codes usually determine product lines The system references product lines on the service type only if you do not set up charge and revenue product lines The system uses a service product line only if Use Item Prod Line in Service Management Control is No Otherwise the system uses the item product line The product line lets you track and report on contract sales for different contract types For example to book the billing of annual contracts to a different GL account than semiannual contracts you can create service product lines with different sales and sales discount accounts You can then associate these product lines with different contract types b See Chapter 21 Return Material Authorizations on page 679 for details on shipping before returns and restocking charges gt See Levels and Limits of Service on page 170 RQAD 168 QAD 2007 User Guide Service Support Management b See Chapter 6 Automatic Pricing on pag
336. line item detail It displays call level information Open Calls For End User 10010001 Call ID Status WK Code Nxt Date Queue Assigned Severity CA101 NEW TECH 08 01 2002 CUSTOMER pkh A CA102 NEW PM 08 01 2002 gt CUSTOMER CA104 NEW PM 07 25 2002 gt Quote s O Q Call Management 385 Selecting a call from this lookup replaces the record you were about to create with the selected record You can use the Pivot command to alternate the sort order of the display between queue and assigned engineer If you respond Yes to display call line item detail a different view of the call information displays Fig 11 19 Call Line Items Call Line Items For End User 01000000 For End User Work Cd Nxt Date Item Number Serial Status TECH 07 25 2002 10 10000 S 100 0334 NEW PM 07 31 2003 10 10000 8753 9742 NEW PM 01 26 2001 10 10000 8753 9742 NEW PM 07 25 2003 10 10000 8753 9742 NEW ouo Use Pivot to alternate the sort order of the display between item number and serial number Note If you have entered a serial number in the Call Maintenance header the system shows you call lines for items with a serial number the same as or greater than the one you entered Call Defaults Pop Up When you enter a new call and call defaults have been defined with Call P See Default Key Default Maintenance a pop up displays between the first and second ha T frame of Call Maintenance as illustrated in Figure 11 20 Use this pop up system s s
337. ling Maintenance i Areas ii i 1 optional Call Management Once a call exists you use other functions to manage and direct it through the system Again these functions are optional since a call can simply be opened and closed However to meet the need captured by the call record most organizations require a call management process that incorporates some or all of the features provided by the system Since call management covers a broad scope different chapters cover different functions This chapter covers the following main functions Call Setup 11 1 21 Definition of call codes including statuses types and queues and creation of call defaults Call Maintenance 11 1 1 1 Records calls and assigns service engineers Records call information such as queue status date and time stamp comments and any other categorization of the call as it moves toward resolution Call Queue Manager 11 1 6 A call monitoring tool that sorts calls by attributes such as status assigned to and priority It also enables you to find a call and edit it directly in Call Maintenance Call Generator 11 1 8 This utility enables you to create a number of calls at once for a range of PM schedules or a range of installed base items and end users If you use preventive maintenance scheduling but choose Call Management 351 not to create calls directly from Contract Maintenance use the Call Generator to cre
338. linked to another For example you can link a contract for each piece of equipment in an installation to the master contract for the entire installation In this case enter the master contract number in this field The master contract number can be used later as a filter when printing contracts Order Date Order date defaults from the system date and is a reference only field Start Date Enter the first date that contract terms and conditions become effective After you create the contract the system does not recalculate the start date even if you change the order date later This field defaults to the first of the month following the system date If you change the header start date and line items exist on the contract you are prompted to override the start dates for each line Respond Yes to update all lines that previously matched the contract start date You cannot move the start date inside the range defined by limit effective dates or change it after the contract has been invoiced End Date The system adds the duration of the service type to the start date to calculate the end date Although you can add new line items at any time to an existing contract no end of coverage date can go beyond the contract header s end date Service Contracts 269 If the header end date is changed and line items exist on the contract you are prompted to override the end dates for each line Respond Yes to update the contract lines However yo
339. lity 11 21 22 22 to make changes later The utility performs all necessary database conversions then sets the MTZ field to Yes If the utility aborts for some reason MTZ is still No Re execute the utility to complete the conversion FAQAD 132 QAD 2007 User Guide Service Support Management Screen Reference Figure 4 3 illustrates Multiple Time Zones Startup Utility Multiple Time _Muttiple Time Zones Startup Util a Zones Startup EEOAE eE Utility 11 21 22 24 This utility will enable Multiple Time Zones and default any associated data The program will allow a user to create sample time zones and enter a server time zone if one has not already been recorded The server tine zone will be used as the default time zone for Customer End User and Engineer addresses as well as User Preference records This utility may be run more than once if Multiple Time Zones need to be enabled at a later date For complete details on the effect of running this utility see the procedure help NOTE If updating data this procedure may take some time to process and should NOT be halted prior to completion Load Sample Time Zones W Delete Existing TZ Data Server Time Zone PST PDT Update No Output Batch ID Load Sample Time Zones Yes indicates you want the system to load sample time zone data You can use this data as the basis for your own time zone maintenance After loading verify that the tim
340. ll Date Evanston IL 090876 time zone User Selection End Date Warranty End Response 0 PO Number Comments Call Info caer SSSR Phone Eanna 7 Work CodejTECH P Queue CUSTOMEI f Comments uu Dates and Severity a 1P Status NEW P Event Date 07 24 2002 fl N Tweius P Next status P event Timea 1 times are Prob Skill Diag P Next Status Date 07 25 2002 f Escalaton ESCi P b 1 relative to the Assigned PKH P Next Status Time 14 24 end user time Priority 80 From Quote Schedule zone oo o0 i If the user has defined a preferred time zone using Service Support User Preferences the date and time associated with call comments reflects this value Otherwise they default from the server time zone The dates and times in the Call Info frame also display relative to the end user s time zone including Next Status Date Next Status Time Event Date and Event Time Travel and Estimated Time Frame When MTZ is active the call Event Date and Time values set in the previous frame display on the Travel and Estimated Time pop up The current date time and the current time zone also display The current date and time are relative to the time zone of the current user if the user has a preferred time zone Otherwise the system uses the server date and time Fig 4 9 Effect of MTZ in Call Maintenance Header Frames gt See User Preferences on page 156 for details
341. lly using the time interval in Queue Manager Pause in Call Management Control 11 1 24 Displaying Calls by Next Date and Time You can set up the Call Queue Manager to display calls in the order of next status date and time Queue Manager is 0 When set up this way the Queue Manager displays the call with the oldest next status date and time first In this manner you can view all overdue calls or calls about to become overdue If you run Call Queue Manager by next status date and time you can also view all the open calls for a particular engineer ordered by oldest open call first Call Management 407 Call Generator You can use Call Generator 11 1 8 to generate three types of calls The next scheduled call on contract preventive maintenance schedules Calls for a range of items in the installed base Calls related to field notifications Input Source in the initial Call Generator frame determines the kind of call generated Input Sowce PM Schedules Installed Base Field Notification This section discusses generating calls for PM schedules and installed base items The chapter on the installed base discusses generating calls for field notifications You can also use the Call Generator to generate PM calls for items in the installed base apart from a PM schedule internal maintenance schedules for your own equipment for example Or you can use it to generate calls to remind end users without contracts th
342. lready have individual schedules Note If you create end user schedules and none of the items on the contract have PM Item set to Yes you can still create a call for the first visit but it will not have any line items This can be useful if you want to generate general follow up calls at specific intervals Fig 10 1 Filling in Visits in Contract Maintenance 11 5 13 1 b See Figure 10 2 on page 338 FAQAD 338 QAD 2007 User Guide Service Support Management Scheduling Visits for a Line Item The PM Item field in Contract Maintenance must be Yes to set up preventive maintenance schedules for individual line items This field defaults to Yes if Days between PM is any nonzero value for the item in Service Item Maintenance 11 3 7 Number 1788 Customer 1001000 End User 01000000 wu a x Ln Format S M Single End User Item Detail Supported Item Item Qty 10 10000 1 0 Svc Type BILLABLE Serialize Billing Cycle Mo P Billed Count 0 0 Start Date End Date Reference 0 Comments Product Line 1YRC P PM Item Price List SSM1 Auto Renew O Description Service Contract Type Full Charge Sales Account 31 P Discount Account 39 p Net Price 100 00 Serial 8753 9742 Taxable Cost Disc Pct List Price 0 00 Extended Price 1 200 00 EP EE O A Yes in the PM Item field activates a PM detail pop up window Fig 10 2 Setting PM Item to Yes in Contrac
343. ls in Call Invoice Recording If the line is not taxable the system considers the detailed usage records non taxable Tax Class Enter a tax class previously defined in Tax Class Maintenance 2 13 1 5 The tax class identifies service activities taxed at specific rates or that are tax exempt Under Global Tax Management tax classes help determine the default tax environment set of tax types The value here determines the default tax class for the service category in Call Invoice Recording if the call line is also taxable and not a fixed price repair If a call line is not taxable the system sets the taxable status of labor and expenses to No and you cannot modify it Default Sites and Locations Define default sites and locations as part of the setup for Service Support Management Sites relate to inventory management and costing since you set up costs by site Service Setup 95 Functions that access default sites during service activity include Tip n Set up default sites Returns and exchanges in Call Activity Recording for RMAs in RMA i RTS Control Issues in CAR and Material Order Maintenance MO Direct Pending Returns You can set up default sites for combinations of product line service group work code item and area Not all combinations are valid For example you cannot use product line and item together Table 3 2 lists the combinations you can define and the order in which the system searches for the
344. lso add call line items to the installed base as components of another parent item Swaps In CAR you can issue as a repair item the same item number reported on the call line The system treats the transaction as a swap by removing the call line item from the installed base and replacing it with the item issued Repair Items Issued You can create installed base records in CAR for items the system issues during inventory transaction processing Create these records the same way you create other ISB updates set Installed Base to Yes in Service Item Maintenance and Ship to Installed Base to Yes in Service Management Control Also set Load Available Structure to Yes in Service Management Control Otherwise the system adds only parent items to the installed base item If the call line item has a structure the system adds items you used to the installed base as top level components of the call line item Returned Items You can return items in CAR as part of an exchange and remove ISB records for the returned items from the installed base During an exchange you supply the installed base reference number for non serialized items Then during inventory issue the system removes the old reference or serial number and replaces it with the new one If a call call history or service contract exists for the returned item for this end user you cannot delete its record unless it is a swap The system updates the installed base and prints a m
345. lso set by the system when components are added beneath a parent during Invoice Post from Call Activity Recording or from Installed Configuration Maintenance If MTZ is active the end user s time zone can affect dates Item Number Identify an item installed at this end user location This may be a finished product such as a computer or a component such as a disk drive or memory board Validation depends on Items Must Exist in Service Management Control If Yes the item must be in Item Master Maintenance If No you can enter any item number Use next previous processing to see the items installed at an end user site Serial Specify the lot or serial number uniquely identifying the installed item If the item is defined in the item master to require lot serial control this field is required Invoice post adds serial numbers to the installed base To change the serial number of an installed base item use the New Serial field on the pop up window that displays after you press Go Description Defaults from the first line of the description in Item Master Maintenance Reference You can only update this field for items not serial number controlled For serialized items Reference is always zero since the serial number must be unique If an item is not serial controlled the ISB reference number uniquely identifies it in the installed base The system checks for the last reference number for this item and serial number increments this
346. lso updates the end user s active calls by setting the end user open date and time appropriately To minimize the impact of time zone conversion you can gradually convert end users Multiple Time Zones 129 Implementation Notes This section highlights some details to consider when you activate multiple time zones in an existing QAD 2007 database Custom Reports After activating MTZ you may need to adjust custom reports that access P A set of tables dates and times For example if you manually adjusted call open times b m for time zone differences these times are now in the server time zone and how the system must be converted before they are displayed If your reports continue to A IS display the date and time as stored they do not reflect the time zone you and time fields expect CIM Loading Data If you use the CIM interface to load data into calls or other tables affected by MTZ you may need to modify them to accommodate time zone fields Call History When you activate MTZ dates and times on open calls are initialized to the server time zone However the calls in the history table are not converted After MTZ is activated time data in these calls displays without conversion regardless of which display time zone you specify When you move calls to history after MTZ is active the system stores the server time zone and end user time zone values with the call When you generate reports for these calls the system conve
347. lt Charge Code Maintenance Once service limits are exceeded the system suggests the over limit charge code When you use a Billable charge code in Call Activity Recording the covered amount is always zero Service Setup 107 Giveaway Yes means the customer receives the service without any charge and the system does not accumulate costs against any service limits in effect You cannot use a charge code with Giveaway set to Yes as an under or over limit charge code on warranty types contract types or contracts You can only specify it as an override in Call Activity Recording Charge Product Lines Every item must be associated with a product line when you define it in the item master The product line determines the general ledger accounts for financial transactions You can further break down GL accounts by using Sales Account Maintenance or Inventory Account Maintenance However the service environment has special accounting needs Many service organizations do not want service costs and revenues included with manufacturing costs and item sales revenue They need detailed reports that show the costs incurred by service under various conditions To address these accounting needs define charge and revenue product lines to direct costs and revenue to accounts based on service related factors Use Charge Product Line Maintenance 11 21 21 5 to set up product lines for service costs Charge product lines can direct costs to differen
348. lternate parts used Use Service Item by Site Maintenance 11 3 9 to tailor service BOMs and routings based on the site of the service activity Where BOMs and routings apply the system checks first for an item site record If this record does not exist it uses the BOMs and routings for the item in Service Item Maintenance Before setting up service structure data for items at different sites consider how service functions determine a default site For call related functions the system searches in the following order to determine a default site for an item being serviced 1 The site associated with the assigned engineer in Engineer Maintenance If the engineer does not have a site the site associated with the engineer s area If these values are blank a default spares site in Default Site Maintenance using the product line and service group of the item and work code item number and area of the call The site defined in the item master The site associated with the end user s customer in Customer Maintenance In RMA Release to Work Order the system uses the RMA receipt site Service Item by Site Maintenance Item Number 10 10000 Site 10000 Description OASIS TM COOLING SYST Drawing 10 10000 HOME INDUST MODEL Item Type CONFIG Unit of Measure EA Status AC Service Structure Data Repair BOM Repair Routing Installation Routing IN10 Item Number Enter an item code from Item Master Maintenance The BOMs an
349. lude items in the installed base that are not in your item master Do not consider the installed base when taking calls Each service organization must set up SSM according to one of these three practices FAQAD 24 QAD 2007 User Guide Service Support Management FAQAD End Users End user information helps identify items in the installed base You create end users Directly with End User Address Maintenance Indirectly through the interface between service and the Sales Orders Invoices module From other service functions like Call Maintenance Call Quote Maintenance RMA Maintenance and Contract Maintenance When you create an end user directly you can specify a greater amount of detailed service information than when you do it indirectly The engineer scheduling function in Call Maintenance awards points to engineers based on how certain attributes of the engineer match the end user record Area and primary and secondary engineer are important for scheduling If you plan to use engineer scheduling it is important to define these attributes correctly for each end user This section first discusses creating end users directly with End User Address Maintenance and then creating them indirectly End User Address Maintenance Use End User Address Maintenance 11 9 1 illustrated in Figure 2 3 to add a batch of new end users to the system such as when processing product registration cards Other typical use
350. lying Work Codes 0 00 cece cece teens 83 Work Code Maintenance 0 0 cece eee eee ee 84 Invoice Sort Codes o esee said aon tals Ce RR RR RR 85 Applying Invoice Sort Codes 0 0 eee eee eee 85 Invoice Sort Maintenance 0 eens 88 Example in Call Invoice Recording 0 0 02 eee eee 90 Service Categories ore shia dda tao ia ecole s RR EUR saan Grac id 91 Applying Service Categories 0 0 0 0 cece eese 91 Service Category Maintenance 0 0c cece 92 Default Sites and Locations 00 ccc cee eee eee 94 Default Site Maintenance 0 cee eee ene 98 Return Status Le Eee ted rel ER alan CIRC ee ied hase Set 6 ae 99 Standard Returns lsleeeeeeeeeee es 99 Bxchange Returns i dee er eet s ace ge Re ee 100 Pending Returns 2020 3 dan ek dea P exer i Race kg A ero 100 V vi QAD 2007 User Guide Service Support Management Good and Scrap ise eia Reb RS bise ee rb eR DEVE 101 Default Statuses llssseseeeeeeeeeee eh 101 Return Status Maintenance llleeeeeeee eee 102 Charge and Revenue Management 0 0 0c eee eee een ee 103 Charge Codes iso ee nba oa re ee ee ee 103 Charge Product Lines sese 0 0 0 0 eee eee eens 107 Revenue Product Lines 0 0 cece eee eens 110 Search Order for Product Line 00 00 c cece eens 113 Default Charge Codes 0 0 cece cece eee nee 114
351. m end user combination sequenced by item number RQAD 316 QAD 2007 User Guide Service Support Management Table 9 2 Interaction of End User Invoice Options FAQAD Item End Users Bill Summary Invoice Content No Yes Summary of one line per end user the summary amount includes all charges for all items linked to the end user Yes Yes Summary of one line per item on the contract the summary amount includes all charges for all end users linked to that item When Bill End Users is Yes Item End Users has no affect on the invoice This is illustrated in Table 9 2 BillSummary Invoice Content No One line per item sequenced by item line number Yes One line per invoice for total of all items for the end user Constraints on Summarized Billing Summarized billing is not always possible even when Bill Summary is Yes If any of the following differ for billable lines separate invoices are always generated If billing end users the detail bill to address Language Currency Exchange rate Note The system limits invoices to 999 lines If the setting of Bill Summary would result in more than 999 lines on an invoice Billing Release to Invoice creates separate invoices as needed In addition details within an invoice can be summarized only when they share the following characteristics Service type Contract line type either a contract detail or additional charge Tax attributes including tax
352. m If you enter an invalid combination a message displays The values in the first frame of Default Site Maintenance 11 21 13 are the key for locating site defaults You can enter any number of specific combinations or create defaults that apply to entire product lines or a particular area Use different combinations to accommodate different business practices Example Your company requires all but two items in product line 200 to Tip be returned to a particular site and location The two special items require Area is often a good choice for setting alternate processing and must be returned to a different location The up default sites search algorithm finds defaults defined for the two special items first apt ae then those set up by product line engineers within a certain geographic Service group and product line should not be used together You may get region to send 1 returns to a unpredictable results if you set up default sites for both when some items particular belong to both groups warehouse or repair center Search Algorithm Table 3 2 illustrates the search order for default sites and the valid combinations of key fields Table 3 2 Search Product Service Work Search Order for Order Line Group Code Item Area Default Sites 1 V 4 V V 2 V 3 V v V V 4 4 V V 5 P4 V RQAD 96 QAD 2007 User Guide Service Support Management FAQAD Search P
353. m the price of the contract for each period If the additional charge is a percentage the amount type can be either D or M Mis the default The system interprets this kind of price as a percentage to be applied to the entire contract The percent is negative for a discount price and positive for a markup Example Table 6 1 illustrates four kinds of additional charges Table 6 1 Additional Price List Sample Additional Charge Item Amount Type Type Quantity Price Charges FedEx Delivery P percentage M markup 2 Refurb Items P percentage D discount 2 Additional Caller F fixed amount P price 1 2 Only One Caller F fixed amount P price 1 2 In each example the price in Service Price List Maintenance is 2 However the system applies 2 differently based on other factors When you create a contract and specify FedEx Delivery as an additional charge the system adds 2 to the contract total When a user agrees to accept refurbished replacement items the system takes a 2 discount from the contract total When you create a contract and specify Additional Caller the system adds 2 for each period billed on the contract When a user agrees to have only one person call the system subtracts 2 for each period billed on the contract RQAD 206 QAD 2007 User Guide Service Support Management Fig 6 2 Repair Price List for Items FAQAD Repair Price Lists Define repair price lists with Service Pricing Ma
354. match Service Setup 113 Search Order for Product Line The system searches key fields for charge and revenue product lines from the bottom up You must fill them in without skipping any For example to use service category as part of the search algorithm for a charge product line you must also specify a work code and charge code If you use a large number of key field combinations to define product lines the searches for determining the correct product line for a particular operation can be quite complex Consider this when you set up the product lines since increasing complexity has a performance cost and may be difficult to understand and manage When the system searches for a product line to use it proceeds from the Tip most specific to the most generic as follows Revenue product lines do not use charge code and 1 Search for an exact match with charge code work code service eia category category service type item product line service group 2 Blank out service group and search again 3 Blank out service group and item product line and search again 4 Blank out service group item product line and service type and search again 5 Blank out service group item product line service type and service category and search again 6 Blank out service group item product line service type service category and work code and search again 7 Blank out all fields including charge code and search for a product line b
355. med or returned or an error displays Call Management 419 No Reports No reports can exist for the call An error displays even if no detail has actually been recorded If no service is required for a call and a report has been opened you can manually close the report and close the call but you cannot cancel it Placing a Call on Hold You can place any call on hold When a call or call line is on hold you can record activity for it only after you change its status MOs cannot be ordered for it In addition an invoice cannot be generated in CAR Since you may want to invoice for activity already recorded for a call on hold you can generate an invoice in Call Invoice Recording but a warning displays When placing a call on hold you are warned if any of the following conditions exist Open MOs A warning displays if an MO is attached to the call with quantities that are neither consumed nor returned Incomplete Report Transactions If detail has been recorded in Call Activity Recording the system warns you if all inventory has not been successfully issued The system also warns you if all labor and expense transactions have not been posted to the proper GL accounts FAQAD 420 QAD 2007 User Guide Service Support Management FAQAD Symbols 578 Numerics 1 2 1 544 1 10 1 200 1 10 2 200 2 7 568 2 16 709 7 1 1 59 7 1 11 698 7 1 13 705 7 1 17 705 7 1 24 43 7 13 1 681 703 7 15 7 699 7 15 11 647 11 1
356. mount types are valid on each type of list Trepair contract and expense cost How the system uses amount types is discussed in the following sections on each kind of price list The amount type is not part of the unique index that defines a price list This means that for any combination of key fields you can define a price list with only one amount type b See Service Units of Measure on page 207 for information on special service units of measure FAQAD 204 QAD 2007 User Guide Service Support Management Fig 6 1 Contract Price Lists FAQAD Contract Price Lists Define contract price lists with Service Pricing Maintenance 11 17 1 Specify prices for items covered on contracts and additional charge items on this type of price list Price list type determines its Price List SSM1 Type c C R E Contract Pricing use Type C is Currency USD Work Code Product Line for contracts Service Group Service Category Item Number 10 10000 OASIS TM COOLING SYST Unit of measure Unit of Measure EA Unit of Measure EA f t t Start List Price 3 900 00 or contrac Expiration price list must Amount Type P match item unit of measure Associate contract price lists with contract types in Contract Type Maintenance The contract type establishes the default price list for individual contracts You can set up contract pricing by item number or by product line Every item in the item master must belong t
357. mpt defaults to No Important The calculation of the amount accumulated against a limit occurs only when limits are copied into a contract and become part of it It cannot take place for a contract type If you respond with No to the copy limits prompt and do not define limits in Contract Maintenance the system applies the level of coverage defined for the contract type without regard to limit amounts If you are using limit amounts or list price limits the system converts them to the contract currency when they are copied into the contract using the effective exchange rate Note If you are generating lines automatically using the Source field in the contract header you do not have the opportunity to copy limits The system creates each line without its own limits Copying Effective Dates into Contracts When limit records are copied into a contract the system sets effective dates if none are defined If the records have effective dates the system ensures that the dates fit within the start and end of the associated contract level header end user or default item or item detail In a simple case you can set up limits on a contract type without any effective dates then create a contract based on that contract type The contract start date is 1 1 02 and end date is 12 31 02 When limits are copied into the contract they are copied with these effective dates Service Contracts 241 Now consider what would happen if you had two sets
358. ms 250 fixed 489 PO RTS RMA Credit 200 RMA issue lines 695 SO SQ 200 Pricing Control return material authorization RMA effect 699 Primary Eng Points field 28 581 789 primary engineer 28 571 priority bumping with escalations 556 call 388 end user 26 service type 189 problem skill call 387 engineer 571 limit by 790 SR 607 Product Line Maintenance service accounts 544 product lines Call Activity Recording 455 546 charge 107 548 revenue 110 548 RMA 688 FAQAD QAD 2007 User Guide Service Support Management search algorithm 548 service type 167 187 Use Item Prod Line 107 product structure See service BOM promise date RMA automatic calculation 709 Prorate Partial Periods 313 prorating billing 313 pt svc group 47 360 361 pt svc type 47 pt sys type 44 55 purchase orders requiring 29 requiring in CAR 443 Q queue manager calls 356 404 service request 609 user preference setting 117 queues call 355 call quote 433 service request 605 quotes call See also call quotes 422 contract 307 R Range of Hours to Consider field Call Maintenance 145 Engineer Schedule Control 790 Ready to Invoice field 531 Rebuild Engineer Schedules 587 receipts items on RMA 701 recognizing revenue 319 recording call activity See Call Activity Recording reference numbers installed base 54 reg type 598 releasing call quote to call 426 calculating coverage 427 errors during 427 RMA to work order
359. n 005 00 Escalation Number Call Description ge 1 edule Remarks When a user reviews a system created PM call it looks like Figure 11 9 The system has loaded the correct default information into the call Fig 11 9 Call Maintenance Call Defaults User Selection Displayed in Call Call ID CA127 Call Date 05 17 1996 Time 12 54 Maintenance Serial 102093 AA1 End User 1006000 Sterling Industries Item Number 10 10000 Ref 0 OASIS TM COOLING SYST Contract Service Type STANDARL Area Start Date Install Date 10 20 1993 New York NY 10001 End Date Warranty End 01 18 1994 Response 0 PO Number 12353 Comments O Defaults display when H Call Info you view ne Phone A0237 PM call in ipti Call PM Queue icusrowei f Comments 1 i Status Event Date Maintenance Next Status Event Time Next Status Date 07 30 2002 fl Escalation ESCi P Next Status Time 12 95 Priorityi8O From Quote Schedule FAQAD 362 QAD 2007 User Guide Service Support Management Table 11 3 Call Default Precedence Rules FAQAD Call Default Precedence To provide the most flexibility in setup and implementation you can define call defaults in a number of ways Service organizations with simple requirements may set up only a few very generic defaults As requirements grow and change you can refine these defaults Since defaults may exist in more than one place the system follows the rules summarized in Table 11 3 to determine
360. n CAR Set Update ISB to Yes for each line item you want added to the installed base The repair quantity must be the same as the quantity on the ISB record Call Maintenance Call Maintenance 11 1 1 1 sets up default values the system uses to update the installed base Normally the updates occur in Call Activity Recording You can however close calls directly from Call Maintenance Even though Update ISB is Yes when you close a call in Call Maintenance for an item that is not in the installed base you are prompted Create installed base record Respond Yes to direct the system to create an ISB record for items on the call for which Update ISB is Yes Call Activity Recording In the normal life cycle of a call engineers record some activity for each line in Call Activity Recording CAR updates the installed base in three ways the call line item any items issued to repair it any items returned Call Line Item If the call line is for an item not in the installed base and Update ISB is Yes a frame appears in CAR for recording installed base information You create the ISB record directly at this point not later during Invoice Post Installed Base 65 The installed base is updated during the initial phase of recording activity so it can be correctly updated when issue inventory items are issued For these records to be added as components of the parent item the record for the parent item must already exist You can a
361. n a field notification you create from the Call Generator Escalation Monitor 11 1 13 13 Dates and times in the Escalation Monitor output remain relative to the server time zone However if an escalation step prints a call the system assumes it should display the date and time information on the call in the end user s time zone Call Quotes Call Quote Maintenance 11 1 1 7 resembles Call Activity Recording and supports multiple time zones similarly The time zone of the call end user appears at the top right hand corner of the CAR header The quote s Expire date is relative to the end user s time zone The time you opened the quote relative to the end user s time zone determines the expiration time Multiple Time Zones 151 The system bases pricing charge codes and limits processing on the call open date relative to the end user s time zone It uses the same logic to search for effective dates on BOMs and routings You enter the labor start date and time and end time on the Labor Expense Detail frame relative to the end user s time zone Call Quote Reports Call quote reports and inquiries correspond to call reports and inquiries Call Quote Inquiry 11 1 1 8 The Time Zone Display pop up appears before the Output field and a field labeled Display TZ displays your choice Enter an Expire Before value relative to the display time zone expiration dates display that way in the output Call Quote Detail
362. n that is often obtained directly from a caller on the phone Populate these fields in one of three ways by direct input by next previous processing or by lookup browses When you enter a value the system attempts to find an end user or end user contact record that matches otherwise a warning displays When you press Go and the system finds a valid matching record you are returned to Call Maintenance with that end user number If a matching record is not found the system prompts you to create a new end user The system carries over any values specified in the End User Selection frame to the next frame End User Frame This frame displays when you answer Yes to create a new end user Fig 11 17 End User End User 1001006 Company Address Address Address City Country Attention Telephone State jon P lusa P Ext 112 Language us Format o P End User Creation Frame FAQAD 384 QAD 2007 User Guide Service Support Management Tip Change the temporary customer to a defined one if you know the customer related to the new end user b See End Users on page 24 b See page 133 for details Tip Open calls are not complete canceled or on hold Fig 11 18 Open Calls For End User FAQAD By default the new end user is associated with the temporary customer as defined in Call Management Control This enables you to define an end user without having to attach
363. n you enter a non base currency the system looks for a valid exchange rate in Exchange Rate Maintenance 26 4 effective on the contract order date An exchange rate pop up enables you to specify a spot rate and to indicate if the exchange rate is fixed or not By default the system displays both components of the exchange rate relationship One of these is the base currency and the other is the contract currency If one or both of the exchange rate components is becoming a member of the European Monetary Union EMU triangulation through the euro is used to determine the exchange rate In this case the exchange rate relationship includes four components The fixed rate of the EMU currency to the euro cannot be updated This system uses this rate to convert limit amounts from the base currency to the contract currency When you post the invoice for the contract the system uses the exchange rate effective on the date of invoice post unless you have indicated that the exchange rate is fixed Service Contracts 253 Contract Currency in Calls Contract currency has an important effect on related calls and recording activity for them Only one currency can be valid on a call Since all the lines on a call must be in the same currency the contracts associated with a given call must be in the same currency You normally specify currency after you begin service activity in Call Activity Recording However when you add a line to a call with co
364. nage Service Settings is in Installed Base D Ship to Installed Base Management affecting the D Items Must tica Installed Base History Control 11 24 installed base Load Available Structure Credit Hold Option 0 System Levels Travel UM M Use Item Product Line Multiple Time Zones V Service Data in Item Master Server Time Zone PST PDT Database Time Zone Restricting Support to the Installed Base If you want to use the installed base as a validation database set Items in Installed Base to Yes This prevents the creation of call quotes and calls referencing an item not in the installed base When set to No only a warning displays in these functions When you take calls for items not in the installed base the installed base record is created before you record activity or when you close the call If you do not know your end users until they call the support department you should set this field to No FAQAD 36 QAD 2007 User Guide Service Support Management gt See Items in Installed Base on page 770 b See Service Item Maintenance on page 43 FAQAD A similar field also exists in Contract Control 11 5 24 which determines how items added to contract and contract quotes are validated The contract value defaults from Service Management Control The two fields support a flexible approach to managing the installed base For example you can set the field in Ser
365. ncy as its associated contract The system creates installation calls when you post a sales order or RMA invoice and an item on the order is defined as requiring an installation call Installation calls are always created with the install work code as defined with Call Management Control and any defaults set up for it in Call Default Maintenance The install call is set up in the same currency as the sales order that initiated it Tip Set up defaults for call quotes with the same maintenance function FAQAD 358 QAD 2007 User Guide Service Support Management Fig 11 6 Call Defaults Used in Call Creation b See Call Default Precedence on page 362 for details on the order in which call defaults are processed FAQAD Direct Indirect User specifies System specifies work code work code Call Svc Contract Maintenance Maintenance Code PM Sales Order Maintenance Code Install Call Quote Maintenance Mass Call Generator Regardless of how the call is created the system searches for an appropriate set of defaults when it builds the call record When you create calls or call quotes manually and call or call quote defaults exist a pop up enables you to specify the values for the system to use in searching for appropriate values If no defaults exist this pop up does not display Using Call Defaults with Escalations You can use call defaults in conjunction
366. nd User Number 207 Customer 1001000 End User 1001004 Additional Charges in Contract Maintenance End User Additional Charges Line Svc Type Item Item Qty AT Net Price Disc Pct 1 SC 1 Additional Caller 1 0 F 10 00 0 00 Billing Cycle ll P Billed Count 0 0 List Price 10 00 Start Date 07 01 2002 f Extended Price 120 00 End Date 06 30 2003 fl Product Line 1YRC P Description Charge for Additional Co Taxable Le Service BASIC SERVICE CONTRACT Comments Price List SSM1 Sales Account 3000 P CL LE Discount Account3900 LP Lop O Q Item Enter an additional charge item set up with Contract Additional Charges for use with the current service type or with all service types Item Qty This field is editable only if the additional charge item has an amount type of F fixed In this case quantity specifies the number of fixed fees to be added A negative quantity indicates an amount to be subtracted from the contract total For example you may have a fixed fee for an additional caller and enter a quantity of 3 for three additional callers Or you may provide a site discount based on the number of sites In this case you could enter 3 to provide a discount amount for three sites If the additional charge item is an amount type of P Irem Qty cannot be edited The system determines whether the percentage is a discount or markup based on the amount type of the price list used If a price does not exist on a price list a per
367. nd then have the system apply the coverage records effective for the new contract duration by referencing the service type Renewal and PM Schedules When you renew a contract with a PM schedule the system calculates a schedule for the next coverage period just as it did when the contract was created If Create PM Calls is Yes in Contract Control the system creates the first call on the schedule If you are renewing a large number of contracts a corresponding large number of calls is added to the system Control the creation of calls by setting Create PM Calls to No and using the Call Generator 11 1 8 to create scheduled calls for specified time ranges Service Contracts 303 Service Types and Prices When you copy or renew individual contracts you can specify a new service type to be used If you do the system loads the new value into the header of the new contract and into any lines that matched the header If the service type on a line did not match the contract header it is not changed You can also copy limits from the new service type by specifying S in Renew Limits From New lines added to the new contract will use the new service type by default You can update pricing during renewal Use this option by itself or in combination with a changed service type The price list for recalculating prices can be on the service type or on the source contract The system uses the start date of the new contract when it searches for effec
368. nd user item sequence since you enter end users before you enter items owned by the end users Contracts created with Item End Users set to Yes are referred to as contracts in item end user sequence since you enter a default item before you specify end users who own specific instances of the item The distinction between these two contract designs affects every aspect of creating and maintaining a contract This is reflected in the sequence of frames in Contract Maintenance and how data defaults from one contract level to the next Your choice of items with end users or end users with items also affects Contract billing and how billing information displays on invoices How tax defaults for detail lines are found How blanket coverage is set up and applied How preventive maintenance PM schedules are created RQAD 236 QAD 2007 User Guide Service Support Management Fig 8 2 Contract Work Flow FAQAD To ensure that the distinctions between these two types of contracts are clear two separate screen flows are provided in this chapter See Contracts for End Users with Items on page 264 for a discussion of contracts in end user item sequence See Contracts for Items with End Users on page 289 for a discussion of contracts in item end user sequence Contract Work Flow The service contract manages billing issues regarding the repair replacement and support of an item These issues arise in Call and
369. need an installed base to use Service Support Management However most service activities refer to and can derive important information from it Figure 2 2 illustrates how the installed base is central to service functions Service contracts can be built items in the installed base Warranties apply to items in the installed base Call Maintenance and Call Activity Recording derive coverage information from installed base data RMAs and RTSs can reference specific serial numbers in the installed base Call Service Installed Base ee Data an ical Call Activity Customers Recording End Users Installed Items Item Data Serial No EM 5 Warranties Warranties s an Dates RTSs Answering the following questions can help you decide if you should implement an installed base Can you identify the items you service with a unique serial or lot number Do you offer aftermarket services of any kind for items sold Do you register products Do you service only registered products Do you offer warranties Do you offer product upgrades Are your products subject to recall Do any of your products require scheduled maintenance Do you need a complete audit trail for a government or supervisory agency common in the medical market A yes to any of these questions indicates that you need to track an installed base in some way Installed Base 23 Important If you offer warranties you must track items
370. next bill date to determine which contracts are eligible for billing Reverse the next bill date value for an incorrectly billed contract so it can be re released to invoicing Contract Billing 327 Correcting an Unposted Invoice If you have billed a contract in error and the invoice has not been posted use Billing Reversal Maintenance to reverse the effects of the billing This program removes mistakenly billed amounts from unposted contract invoices If all billing amounts are reversed on an invoice the invoice is removed from the system To correct an unposted invoice follow these steps 1 Use Billing Reversal Maintenance to delete the pending invoice and reset most billing dates Billing Reversal Maintenance resets Coverage Date on both the contract header and detail and Next Bill Date on the header It does not reset Last Bill Date since there was some billing activity 2 Use Contract Maintenance to correct the elements of the contract that are in error such as price quantity or billing cycle 3 Use Billing Release to Invoice to re release the contract to billing Figure 9 12 illustrates Billing Reversal Maintenance 11 5 18 18 T ms Fig 9 12 Billing Reversal Maintenance d Billing Reversal Contracts Billed 07 25 2002 Last Due Date Billed 07 31 2002 Maintenance Date Last Billed 07 25 2002 11 5 18 18 Service Contrat JP tof Pe sold To P Te End user P re P Billing Date 07 25 2002 IB Cycle Code
371. nformation refer to the Conversion Guide For instructions on navigating and using the QAD NET User Interface see User Guide QAD NET User Interface For instructions on navigating the Windows and character environments refer to User Guide Volume 1 Introduction For instructions on navigating and using the QAD Desktop interface see User Guide QAD Desktop For information on using QAD 2007 refer to the User Guides For technical details refer to Entity Diagrams and Database Definitions To view documents online in PDF format see the Documents on CD and Supplemental Documents on CD Note Installation guides are not included on a CD Printed copies are packaged with your software Electronic copies of the latest versions are available on the QAD Web site For a complete list of QAD Documentation visit the QAD Support site About This Guide 3 Online Help QAD 2007 has an extensive online help system Help is available for most fields found on a screen Procedure help is available for most programs that update the database Most inquiries reports and browses do not have procedure help For information on using the help system in the different QAD 2007 environments refer to User Guide Volume 1 Introduction User Guide QAD Desktop and User Guide QAD NET User Interface QAD Web Site QAD s Web site provides a wide variety of information about the company and its products You can access the Web site at http
372. ng frame displays Fig 11 28 Engineer Paging Engineer Paging Frame Engineer PKH Harvey Phillip Phone 1 3999 Date 07 25 2002 Status Time Transaction Press GO to initiate paging Press END to cancel paging Engineer The code identifying the engineer assigned to the call displays by default The employee name of this engineer displays next to the code Phone If the engineer being paged has been set up with a pager number in Engineer Maintenance it displays in this field This is the number the system passes to the paging program Date and Time are display only When you press Go the system initiates paging Set up the paging program and paging statuses in Paging Control 11 11 24 Call Item Frame If Multi Items is Yes the Call Item frame displays so you can update information for each line item Fig 11 29 Call Item Frame Linea Call Item Engineer PKH Update 158 0 Itern 40 40000 Site 10000 Fault Codes 2 Serial 8456 9326 BOM Code REP10 10000 Comments Reference 0 Routing REP10 10000 Coverage Work Code Tech Quantity 1 Svc Type STANDARL Status NEW Desc Call Line The line number associated with this item on the call Item Serial Reference Uniquely identifies the item being repaired The reference is the ISB reference number These fields cannot be updated once you open a report for the item in Call Activity Recording FAQAD Call Management 401 Work Code Engin
373. nnot move the contract start date after 11 15 00 or the end date before it The system only checks for accumulated amounts Additional calls may have been opened based on the current contract open date and activity not yet recorded When you access the call in CAR the contract coverage will no longer be valid Changing Service Types for Contract Lines The system uses the service type on the contract header by default for each line item added However you can use a different service type for a particular line item If you change the service type when adding a new line to the contract the system uses the price list limits and product line associated with the new service type for this item If you change the service type after adding a line to the contract the system must make additional checks If you are using contract limits when you change the service type you are prompted to delete the old limits and copy in the ones from the new service type RQAD 244 QAD 2007 User Guide Service Support Management FAQAD If you respond Yes the system attempts to delete the old limits and apply the new However if any amounts have been accumulated against the current limits they cannot be changed Instead a warning message displays You are also prompted to see if you really want to change the price of coverage for the item If you respond Yes the system changes the price otherwise it does not Changing the service type after a
374. not ship the replacement item Yes You can issue replacement items regardless of the number of items received RMA Only A reference only field that indicates whether this service type is exclusively for processing RMAs Comments Indicates whether you want to enter transaction comments for this service type Priority The Priority field sets the opening priority of calls in Call Maintenance The lower the number the higher the priority For example a call with a priority of 1 is more urgent than a priority 50 call You can also assign call priority by end user in End User Address Maintenance 11 9 1 The system uses any nonzero call priority on an end user s record instead of the service type You can also set call priority in Service Support User Preferences Escalation sequences can affect call priorities FAQAD 190 QAD 2007 User Guide Service Support Management Fig 5 13 Contract Coverage Frame Tip To indicate 24 hour coverage enter a range of 00 00 to 23 59 In most processor time clocks 00 00 is the same as 24 00 FAQAD Service Coverage Frame Once you define the header information for the service type you can specify the days and hours of coverage Contract Coverage Sunday O Start 00 00 End Time 00 00 Monday 08 00 17 00 Tuesday 08 00 17 00 Wed 08 00 17 00 Thursday 08 00 17 00 Friday 08 00 17 00 Saturday 00 00 00 00 Holidays 1 00 00 00 00 The service coverage schedule defines
375. nstalled base item Preferred Coverage Warranty Contract The system uses this value if overlapping coverage exists for an installed base item Print Report Indicates whether the system should generate a printed report listing the calls created If Yes you are prompted for an output device for the report and Batch ID If No a report is not generated but a message does display when execution completes indicating the number of calls created and the range of call numbers Call Management 411 Call Status Changes You can define any number of call statuses representing various stages in the call life cycle You can move a call from one status to any other unless the status is the Complete Closed Hold or Cancel status defined in Call Management Control In these four cases the system checks to ensure that the status change is valid Many of these validations are related to the kind of transactions that have taken place in Call Activity Recording Table 11 5 summarizes the validations the system makes when completing closing or canceling a call The following sections provide more detail Table 11 5 Complete Close Cancel Requirements for Call Status Ch No reports Error OK OK oU No invoiceable or invoiced detail Error OK N A Reports exist OK OK Error Open MO OK Error Error Temporary Customer Call Activity with Error Error OK Temp is No Temporary Customer Call Activity with OK OK OK Temp is Yes Reports on Hold
376. ntenance 7 13 1 for standard sales order invoices For contracts use Contract Invoice Reprint 11 5 18 15 to reprint the invoice FAQAD 326 QAD 2007 User Guide Service Support Management Fig 9 11 Contract Invoice Reprint 11 5 18 15 FAQAD Contract Invoice Reprint Invoice Number P Print Lot Serial Numbers Shipped Print Features and Options Company Address 10 Form Codeii Include Invoices Include Credit Invoices w Message Output Batch ID O Q Select invoices to include by number range You can reprint only invoices that have not been posted Correcting a Billing You cannot use Pending Invoice Maintenance 7 13 1 to correct invoices generated through contract billing This is because an incorrect invoice reflects an incorrect contract and you must fix the contract in the SSM functions Service Support Management offers two paths for correcting billing errors one before contract invoices are posted to Accounts Receivable and one after If you have not printed and posted the invoice use Billing Reversal Maintenance 11 5 18 18 to delete it If you have posted the invoice create a manual credit and use Billing Date Correction 11 5 18 19 Each time you bill a contract the system updates the last bill next bill and coverage dates for the contract and each line item If a contract has been billed in error these dates must be reset Billing Release to Invoice uses the
377. ntion FAQAD 356 QAD 2007 User Guide Service Support Management Fig 11 4 Sample Call Queues Fig 11 5 Call Queue Maintenance 11 1 21 7 FAQAD Sample Queues Each queue is a unique place where calls are routed according to their problem status or other criterion Queues are tools for locating and tracking calls Use the Call Queue Manager to review and update calls according to queue You define call queues to fit your service process Figure 11 4 illustrates some sample queues Dispatch Queue Call ID Status C234 Pending C239 Dispatch C233 Pending Supervisor Queue Call ID Status A C210 Emergency Engineer Queue 1 C212 Hot C226 Urgent Call ID Status iid C215 Open C230 In Process C232 In Process In Figure 11 4 new unassigned calls are placed in the dispatch queue where they await assignment to an engineer The engineer queue is for calls that have been assigned to engineers and are being resolved The supervisor queue is for calls that must be brought to the attention of a supervisor Each call has a status reflecting its urgency Call Queue Maintenance Define as many call queues as you need in Call Queue Maintenance 11 1 21 7 Specify two queues a default call queue and default quote queue in Call Management Control Unless you are using call escalation you must move calls from one queue to another manually Therefore you may want to limit the number of queu
378. ntire contract is printed successfully in one execution Note If you print only sections of a contract for example only lines for a particular end user this field is never set to No by the system AR Account Sub Account and Cost Center Defaults from the customer bill to record associated with the contract and indicates the GL account tracking accounts receivable amounts When you post an invoice the system debits the total invoice amount including add on charges and taxes to this account Contracts for Items with End Users To design a contract for items with end users set Item End Users to Yes in the contract header Figure 8 19 illustrates the various levels of the contract and the components within each level gt See Contracts and Customer Credit on page 254 Tip If you want to reprint a contract reset this field to Yes FAQAD 290 QAD 2007 User Guide Service Support Management Fig 8 19 Contracts for Items with End Users Contract Header Customer and customer bill to address and defaults Header service type and other defaults Billing information Contract wide limits Contract wide additional charge items Customer tax defaults Header comments Default Items Default item data item number quantity start end date billing cycle Default item limits Item End Users End user addresses and defaults End user totals End user additional charge items
379. ntire period is received in advance only a small portion can be recorded as income The balance must be recorded via a manual journal entry into a liability account Since you still owe the coverage for the future you cannot declare it as actual income The deferred income report enables the accountant to take a periodic look at contracts to determine how much revenue they must accrue and how much they can record via a journal entry as actual income To handle deferred revenue automatically set up contracts with a revenue type of deferred Then use Revenue Recognition to create the appropriate GL transactions on a regular basis Figure 9 15 illustrates Contract Deferred Income Report 11 5 13 21 2 Contract Deferred Income Report Contract P End wer P Customer P Service Te P Billing Cyde P Base Date 0 2 Output Batch ID O Q Select contracts for reporting by range of contract number end user customer service type and billing cycle Base Date defaults to the system date It is used to determine the number of days of contract coverage that have already been provided Figure 9 16 illustrates a sample report The report displays one line for each contract line and a line for the contract total All amounts display in base currency fssarp07 p a 11 5 13 21 2 Contract Deferred Income Report 07 01 02 Base Date 07 01 02 Contract End User Line Item Curr Cyc Begin End Billed Realized Deferrec 110 0000000
380. ntract coverage the system sets the call s currency in Call Maintenance If you try to add another item to the call that is covered by a different contract using a different currency an error displays Currency normally defaults from the currency associated with the contract customer s bill to address If you override this default in Contract Maintenance the system warns you since this may cause problems later if a call for multiple items for this customer is generated Multicurrency and Contract Invoicing If Bill Summary is set to Yes for a contract the system attempts to summarize information on one invoice This is either one per end user when Bill End Users is Yes or one for the customer bill to on the header when Bill End Users is No If more than one currency is used on a contract however multiple See Constraints invoices always result See the section on Summarized or Detail Billing Billing on for more details page 316 Multicurrency and Contract Copy and Renewal You can copy contracts and quotes with any of the following functions Contract Quote Copy from Quote 11 5 1 6 Contract Quote Copy from Contract 11 5 1 7 Contract Copy to Contract 11 5 13 6 Renew Single Contract 11 5 13 8 FAQAD 254 QAD 2007 User Guide Service Support Management FAQAD The currency of the old contract is copied to the new unless you specify a different currency for the new contract being created
381. ntract 307 contract quotes 307 Contract Type Maintenance 166 186 contracts 233 308 action status 289 additional charges 255 auto renew 30 279 304 bill arrears 272 billing 309 correcting 326 cycles 311 end user or customer 314 in arrears 310 314 period based 312 prorating partial periods 313 releasing to invoice 322 service sales order 317 summarized 315 blanket 257 270 changing limits 242 changing service type 243 copying 299 copying effective dates 178 copying limits 239 creating 264 credit hold 254 currency 251 RQAD QAD 2007 User Guide Service Support Management default RMA 691 definition 234 delete archive 306 design 234 end user item sequence 264 invoices correcting posted 329 correcting unposted 327 generating 322 reprinting 325 item end user sequence 289 life cycle 234 line items 262 master 268 overlap with warranty 260 price lists 204 pricing 250 renewal 301 limit effective dates 179 single 303 start and end dates 261 time zone effect 152 type 164 control program Call Escalation 762 Call Management 751 Contract 765 End User 783 Engineer Schedule 787 Paging 791 RMA RTS 777 Service Request 764 copying contracts 299 limits 239 service BOMs 676 service price lists 217 service routings 676 coverage for calls 374 for RMAs 686 hours 169 coverage limits See limits Create ISB field end user 29 End User Control 32 credit hold contract 254 material order 373 624 return material author
382. ntract Quote Maintenance sa stat Action Status Contract Maintenance sa stat sad type Ship Type Contract Maintenance sod type sap bom type BOM Type Contract Maintenance PM Scheduling so channel Channel RMA Maintenance so channel Call Activity Recording ca channel Call Invoice Recording ca channel Contract Maintenance sa channel SO cr card Credit Card Contract Maintenance sa cr card RMA Maintenance so cr card so cr init CR Initials Contract Maintenance sa cr init RMA Maintenance so cr init so fob FOB Point RMA Maintenance so fob so shipvia Ship Via RMA Maintenance so shipvia MO Maintenance so shipvia so stat Action Status RMA Maintenance so stat MO Maintenance so stat sod type Type RMA Maintenance sod type sod um UM RMA Maintenance sod um sir problem SR Problem SR Maintenance srr problem Table 3 6 Generalized Codes for Service Page 3 of 4 FAQAD 122 QAD 2007 User Guide Service Support Management FAQAD Code Label Where Used srr_severity SR Severity SR Maintenance srr_severity srr_type SR Type SR Maintenance srr_type Table 3 6 Generalized Codes for Service Page 4 of 4 124 QAD 2007 User Guide Service Support Management Fig 4 1 Managing Multiple Time Zones FAQAD Business Considerations It is increasingly common for service organizations to suppo
383. ntrol 11 5 24 Item End Users Indicate the relationship between items and end users on this contract No This contract is designed to provide coverage for one or more end Tip users with associated items This section displays the frame Yes This contract is designed to provide coverage for one or more sequence when Item End Users is items with associated end users No The value you specify for this field determines the order in which frames display as you maintain the contract You cannot change this value after a contract has been created This field defaults from Contract Control Bill End Users Indicate who should receive the invoices generated See Billing for this contract by Billing Release to Invoice ME UAM SERI No Only one billing address specified in the contract header is page 314 for IM f more details associated with the contract Billing Release to Invoice generates all contract invoices to this address Yes Multiple billing addresses can be associated with the contract one for each contract end user At least one invoice is generated in Billing Release to Invoice for the bill to address associated with each end user defined on the contract Note The invoice for contract wide additional charges is always sent to the header billing address regardless of the value of Bill End Users When Bill End Users is Yes each end user you specify must be defined in Customer Maintenance The end use
384. nty associated with an installed base record can exist for the item A contract can exist with a line for the specific item serial reference number RQAD 376 QAD 2007 User Guide Service Support Management gt See Blanket Coverage on page 257 Tip This lookup displays when you create a call or add more lines to it in Call Maintenance or Call Activity Recording Fig 11 14 Coverage Pop Up in Call Maintenance FAQAD A second line for exactly the same item can exist on the same contract with a different service type This enables you to use different service types and price lists for different hours of coverage In this case a call taken during the day could receive one kind of coverage one taken at night another A blanket contract may exist for the end user and item covering all items with this number A blanket contract may exist for the end user with a blank item covering any items for this end user Whenever multiple coverage sources exist you can select the one to be used for the call A lookup lists each coverage source the start and end date service type whether a contract is a blanket contract and the hours of coverage The more specific coverage sources are listed first Figure 11 14 illustrates how this window appears in Call Maintenance User Selection Call ID Call Date 08 15 2002 Serial s 10010001 2 End User 10010001 Itern Number 10 10000 Ref 0 Time 13 38 Westwo
385. numbers Deleting and Archiving Closed Field Notifications After you close or cancel the calls associated with a field notification you can delete and archive the notification with Field Notification Delete Archive 11 3 12 23 ation Del Arch Notification P Date Completed E Remove History Delete Archives Archive File Output Batch ID O Q Select records to be deleted by number or by completion date You can include history records or retain them for potential reference Moving Items in the Installed Base Use Installed Item Move 11 3 13 to update the location of installed base items from one end user to another This function is especially useful for corporations that move equipment between divisions and diverse locations Normally if the item you are moving has a component structure in the installed base the system moves the items with it However you can move components of a configured item to a new site Installed Base 73 Example A company has computer systems at different sites and moves components of the different systems such as disk drives from one site to another Using Installed Item Move is easier than altering the installed configurations of each computer system by deleting one component and adding another You can also use this function if you often take calls from unknown end users This is typical for organizations that sell to retail outlets Associate the end user with a tempor
386. o Note Cost lists apply only to expenses The system derives the cost of labor from the work center specified for standard operations and routing steps or the default service work center in Call Management Control It determines the cost of items from costs you specify in the item master or costs per site FAQAD 212 QAD 2007 User Guide Service Support Management gt See Table 6 1 and Table 6 2 for valid field combinations RQAD Set up cost lists just like expense price lists using the service category as a base and optionally including work code service group and product line The system uses the same search algorithm with the call currency and a blank unit of measure The only amount type you can use with expense cost lists is P for price Field Validations Because you can create three different types of price lists with Service Pricing Maintenance the field validations can be complex The system displays a message if you do not follow these guidelines Set up a price list of any type by entering at least one of the following work code service group product line service category item Use a work code in combination with other codes For labor and expenses the work code qualifies the service category For items the work code qualifies service group product line or item Use service category or item number but not both For labor and expenses the service category is the equivalent of an item number Us
387. o Since you took the items being returned directly out of inventory and did not use them they should still be good and are returned to a site and location for good stock Call Activity Recording uses the pending status to mark items on an MO as returned During a pending return the system registers the return against the call and clears allocations for the returned items However no inventory is transferred Complete the return later with MO Direct Pending Returns 11 11 8 Service Setup 101 Good and Scrap You can mark items returned as either Good or Scrap Only one field can be Yes at the same time The system checks Good when the item s Repairable field is Yes in Service Item Maintenance Scrap when the item is not repairable These two fields affect the default sites and locations used during a return If Good is Yes and Scrap is No the system returns both repairable and non repairable items by default to the return site and location If Good is No and Scrap is Yes the system returns repairable items by default to the repair site and location non repairable items to the default scrap site and location Table 3 3 summarizes the interaction of the Repairable field and the Good and Scrap fields Repairable Return Status Site Yes Good Yes Default Return Site Yes Good No Default Repair Site No Scrap No Default Return Site No Scrap Yes Default Scrap Site You can set up as many return statuses as you need w
388. o a product line Pricing by product line is especially useful with contract price lists if you offer coverage at the same rate for all products in a product line Amount Type You can use any amount type for contract pricing When you create a type P list the system reads the price for a period of coverage directly from the price list in Contract Maintenance When you create a type D list the system determines the price for coverage by applying the discount percent to the price of the item in the item master When you create a type M list the system determines the price for coverage by applying the markup percentage to the cost set for the item at the contract site Automatic Pricing 205 Prices for Additional Charges Some service organizations have other items they include with a contract See Contract that either add to the price or create a discount Define these charges in Chatees on Contract Additional Charges 11 5 7 When you define a charge you page 255 for must specify an amount type of P for percentage or F for fixed amount details Set up prices for additional charge items on a contract price list Specify the additional charge item name in the Item field leave the unit of measure blank The additional charge amount type field determines the amount type of price list If the additional charge is a fixed amount the price list amount type must be P for price The price is a fixed amount to be added to or subtracted fro
389. o determine the cost of expenses recorded in CAR RMA credit price lists determine during the return segment of RMA processing what the system credits the customer for an item returned Set up price lists for credits in the PO RTS Sched RMA Rept Pricing Menu 1 10 2 The system handles pricing for RMA issues like sales order pricing You do not specify a price list the system determines which price lists apply and calculates a best price based on codes and rules previously set up For this reason you do not associate a price list with a service type for RMA issues Contract and Warranty Types 169 Table 5 1 summarizes which service functions use price lists Table 5 1 Price List Used In Defined In Price List Usage Contract Price List Contract Maintenance and Invoicing 11 17 1 Call Price List Call Quote Maintenance Call Activity 11 17 1 Recording Call Invoice Recording RMA Credit Price List RMA Maintenance receipt lines 1 10 2 1 Sales Order Price Lists RMA Maintenance issue lines 1 10 1 1 Hours of Coverage Call Maintenance uses coverage hours and response time to calculate the call s next status date and next status time Example A service type has these values Service Response Time 4 hours Service Coverage Mon Fri 08 00 17 00 You take a call at 16 00 hours on January 3 using this service type The call event time plus the response time yields a next status time of 20 00 hours This would create a
390. o the installed base for an end user with the type on the second warranty the system uses the tailored terms and conditions rather than the base ones Warranty Coverage Levels You set up levels of coverage for warranties in the same way as for contract types You can track coverage at the high level invoice sort level or using detailed work code and service category combinations However you cannot define limit amounts for warranties since the system does not support an accumulation of amounts against a limit If you specify under and over limit charge codes on a warranty type define the under limit charge code in Charge Code Maintenance with Warranty set to Yes Deleting Warranties The system checks a number of conditions before it lets you delete a watranty You cannot delete a warranty with a blank end user type code if other warranties based on it exist These have the same code and a non blank end user type You cannot delete a warranty with a blank end user type if it is associated with an item in Service Item Maintenance You can however delete a warranty with a non blank end user type code under the same condition Warranty Effects Warranty coverage affects processing in most major service functions including Call Maintenance Call Activity Recording and RMA Maintenance Contract and Warranty Types 197 Call Maintenance Warranty information is immediately available when you create a call referencing an
391. o uses this date and time for storing most date and time information internally However before display it converts times that are relative to an end user To allow for conversion you must set up and define the server time zone explicitly Since more than one database can reside on a common server you can also set the database time zone Figure 4 2 illustrates three fields in Service Management Control that display values associated with MTZ You cannot however always update these values directly in the control program Items in Installed Base Items Must Exist Load Available Structure Ship to Installed Base Installed Base History Credit Hold Option 0 System Levels Travel UMM Use Item Product Line D Multiple Time Zones Control Service Data in Item Master Server Time Zone PST PDT program fields Database Time Zone PST PDT f related to MTZ Multiple Time Zones 127 Multiple Time Zones indicates whether MTZ is active You can update it b See Multiple in the control program when its value is Yes Use the Multiple Time Sup DU Zones Startup Utility 11 21 22 24 to activate MTZ on page 130 Server Time Zone is display only Either the startup utility or the Server Time Zone Change Utility 11 21 22 22 sets this time zone These utilities adjust the internally stored records to conform to the new time zone Database Time Zone distinguishes between the time zone for a database and the server
392. oblem has been defined in End User Address Maintenance as requiring a purchase order The field for the end user defaults in turn from the end user s customer Comments This field always defaults to No Specify Yes if you want to enter comments immediately This is especially useful if you are taking information directly over the phone Specify No if you do not want to enter comments at this point When comments are updated the system adds a line displaying the current date time and user ID When MTZ is active comment date and time display relative to the user s time zone if the user has defined a preferred time zone in Service Support User Preferences Call Date Time These default to the current system date and time but can be changed during entry if you are recording a call taken earlier The system uses the call open date in the search for valid coverage sources warranty or contract price lists and service BOMs and routings Call Management 383 End User Selection Frame The End User Selection frame displays if you leave the end user for this call blank and press Go or Enter Fig 11 16 End User Selection Frame End User Selection End uer P Company Address Address City Attention State O uw This frame assists you in selecting an end user based on four key pieces of information number contact name zip code and contact phone number These data elements represent the kind of informatio
393. od Reliable OASIS TM COOLING SYST Contract Service Type Area Start Date Install Date 05 01 2002 Westwood CA 89029 Coverage For 10 10000 s 10010001 2Time 08 15 02 13 38 Entity Acct Eff Date End Date Item Blanket Pre Co Error 05 01 2002 08 31 2002 W i o 08 00 18 00 206 2 07 01 2002 06 30 2003 Days n 08 00 17 00 206 3 07 01 2002 06 30 2003 Nights o 17 01 07 59 206 4 07 01 2002 06 30 2003 Weekends o Severity Status Event Date Type Next Status Prob Skill Next Status Date Assigned Next Status Time Priority From Quote Event Time Escalation Schedule In this example four coverage conditions exist for the item It has a valid warranty that expires on 08 31 2002 It is covered specifically by contract 206 with three types of coverage days nights and weekends Call Management 377 The asterisk in the right most column indicates the call time falls within the coverage hours specified on the associated service type In this example the day coverage does not have an asterisk since the call was taken in the evening The weekend coverage also does not apply The lookup lists the coverage records in the following prioritized order 1 Warranty for an installed base record 2 Contract with a line for the specific item serial reference number using a service type with coverage hours that include the call open time 3 Contract with a line for the specific item serial reference number
394. ode The system uses appropriate defaults set up with Call Default Maintenance if available If you specify the PM work code one field of the item selection criteria changes Instead of selecting installed base items based on ship date you can select items based on their last PM date You can also combine calls for items in the installed base so the items for P See Call one end user are put on one call Only one currency can be used on the Currency on page 373 call Items in the installed base may include a product structure beneath them To limit calls to parent items only set Top Level Only to Yes Figure 11 37 illustrates the Call Generator when Input Source is I Fig 11 37 Call Generator Call Generator for Installed Base Calls Input Source I PM Schedules Installed Base Field Notification From End uer JP Item Number o P From pase sd Top Level Only 5 Call Date 07 88 Print Report O Combine Calls Preferred Coverage Warranty Select Contract or Warranty Work Code The default is blank Enter any valid work code defined with Work Code Maintenance The system uses the work code specified for calls generated and finds call defaults created in Call Default Maintenance FAQAD 410 QAD 2007 User Guide Service Support Management Tip Set to Yes to run in batch RQAD From End User To This field can be blank If it is not the system creates calls only for end users within the range Item
395. ode with a dual purpose it represents the kind of problem reported on a call and the kind of skill required to fix it If you are using engineer scheduling an engineer receives points if he or she has a skill that matches the call s problem Assigned Must be a valid engineer defined in Engineer Maintenance If Assign Primary Engineer is Yes in Call Management Control this field defaults from the primary engineer associated with the end user You can enter another engineer or leave the field blank A warning displays if the engineer specified has a non available status The engineer specified in the Assigned field is considered the call engineer and displays by default as the engineer for each new line added to the call Assigning an engineer creates an engineer transaction record Yes in the Schedule field initiates the engineer scheduling sequence which presents engineers available to service this call prioritized according to the points defined in Engineer Schedule Control If you assign an engineer in the call header and also select an engineer in the Availability frame another engineer transaction record is created This is true even if you select the same engineer again two transaction records are created for the same engineer If you leave the Assigned field blank and select more than one engineer during scheduling the system alphabetically assigns the first engineer to the call header The system uses information associate
396. of work personnel perform during service activity You generally break work codes into broad areas of service that reflect your service organization s structure Work codes in combination with other features control the flow of call activity into GL accounts For example a work code can identify preventive maintenance PM technical work TECH emergency calls a specialized type of repair or overtime You can define anything an organization needs to track as a work code Work code definitions should correspond to how the service organization bills for work If you want to bill only for repair center work then define a repair work code such as REPAIR Work code definitions can be quite sophisticated Levels of skill specialization time periods departments pay scales and so on can be criteria for defining and organizing work codes Typically manufacturing companies want their service and support tracking to be as straightforward as possible It is often better business practice to keep work codes simple However if needed you can set up and track work codes for complex service organizations Default Work Codes Call Management Control defines five default work codes These defaults represent typical kinds of work in a service environment and have a built in meaning to the system You can define as many other work codes as you need PM Work Code Default work code for calls the system generates as part of a preventive maint
397. om field affects all of the programs that copy limits Contract Quote Release to Contract 11 5 1 5 Limits are copied exactly as defined in the quote regardless of the setting of Renew Limits From The quote is released as is since this is the way the customer reviewed and accepted it Contract Quote Copy from Quote 11 5 1 6 and Contract Quote Copy from Contract 11 5 1 7 You can modify the Renew Limits From setting before executing these functions When quotes are being created the start date defaults from the start date of the quote or contract being copied and the system does not verify overlapping coverage Contract Copy to Contract 11 5 13 6 and Renew Single Contract 11 5 13 8 You can modify Renew Limits From before executing this function The default start date of the new contract is after the end date of the original contract and the system verifies that overlapping coverage is not created Renewal Process Report 11 5 13 10 You cannot modify Renew Limits From The system reads it from each contract as defined in Contract Maintenance Determining New Effective Dates If you are using option C contract when copying limits the system adjusts the effective dates of the source contract or quote to fit the date range of the new contract or quote If you renew a contract for a 12 month duration for another 12 months copying and adjusting the limits is very straightforward Example Consider a 12 month contract effe
398. on page 375 for more detail RQAD 390 QAD 2007 User Guide Service Support Management b See page 143 for details Fig 11 22 Travel and Estimated Time Frame FAQAD Event Date Time For a new call the system sets these fields to the system date and time then updates them along with the call record If escalation is in effect the system updates these fields when Escalation Monitor changes an aspect of the call Escalation Enter a valid escalation code set up with Escalation Maintenance Defaults in order of priority from the end user initiating the call call defaults in effect user preferences or the Default Call Escalation field in Escalation Control Sequence Number Represents the next sequence of this escalation to be run against this call by the Escalation Monitor A sequence is a particular step in a call escalation You can override the next sequence step to escalate the call rapidly Schedule Defaults from Schedule New Calls in Call Management Control If Yes two frames for scheduling an engineer display the Availability frame and the Call Engineer Schedule Maintenance frame To use the scheduling feature of Call Maintenance create and associate schedules with engineers in Engineer Maintenance The Availability frame displays engineers in an order based on weighted values defined in Engineer Schedule Control Travel and Estimated Time Frame The Travel and Estimated Time frame appears only if Call Tim
399. ones have their most significant impact on managing calls since calls represent real time contact with end users When MTZ is active most call dates and times display relative to the end user s time zone while the system stores them in the server time zone MTZ does not just affect time displays When the system searches for data based on dates and times the time it uses is relative to the end user s time zone This applies to contract coverage pricing calculations and service BOMs and routings Call Maintenance 11 1 1 1 When MTZ is active the end user s time zone displays as part of the address information in the Call Maintenance header If you create the end user directly with Call Maintenance the system prompts you to specify a time zone for the new end user The default call open date and time display relative to the end user time zone These fields are updated after you specify an end user since the system needs to know the end user s time zone to convert them correctly You can change the call open date and time when you open a call afterward they are display only Multiple Time Zones 143 End user time Es zone displays Call ID CA103 Call Date 07 24 2002 Time 14 24 Serial S 100 0334 call date and End User 01000000 Time Zone PST PDT Colossal Conglomerat time are Item Number 10 10000 Ref D OASIS TM COOLING SYST relative to this Contract Service Type STANDARI Area AMERICAS t Start Date Insta
400. onsumable items Service categories support detailed tracking of invoice costs and service coverage levels If you do not associate a service category with an item Call Activity Recording uses the default item service category defined in Call Management Control MTBF MTTR MFG MTBF MFG MTTR STTR These fields record optional statistics Possibilities include the mean time to failure and mean time to repair this item the standard manufacturing mean time to failure and to repair this kind of item and the standard time to repair this item The standard time may not always be the same as the mean time to repair since the mean is an average of actual times and the standard is a goal Service Structure Data Frame Service structures and routings are important for streamlining data entry in call functions They enable the system to load the items normally consumed in the service of an item and the sequence of operations performed into the detail of call quotes and Call Activity Recording You can associate three BOMs and routings with an item that the system uses under different circumstances The system uses the repair BOM and routing for calls you created with work codes other than PM or Install with Call Maintenance Call Quote Maintenance and the Call Generator The system also uses the repair routing on work orders created by RMA Release to Work Order A repair BOM and routing normally apply only if Repairable is Yes otherwise a w
401. ontract If the customer has no separate bill to address the customer currency is used You can modify currency only when creating a contract after the contract is saved currency cannot be updated The contract currency affects pricing for contract wide additional charges Tip and contract level limit amounts or list price limits Limit amounts for a contract type are defined in base currency RQAD 252 QAD 2007 User Guide Service Support Management gt For details see the Multiple Currency chapter in User Guide Volume 4A Financials FAQAD Each end user can have a different currency if necessary If you are billing end users Bill End Users is Yes in the contract header end user currency defaults from the end user s bill to customer record Otherwise end user currency defaults from the contract header The system searches for line item prices using the end user currency Multicurrency and Limit Amounts How currency affects limits depends on the contract design For a contract in end user item sequence Limits at contract header are in the contract currency Limits at end user level are in the end user currency Limits at line detail are in the end user currency For a contract in item end user sequence Limits at contract header are in the contract currency Limits at default item level are in the contract currency Limits at line detail are in the end user currency Exchange Rate Whe
402. ontract Quote Maintenance and Contract Maintenance The system uses the price list from the contract as the default in Call Quote Maintenance and CAR for calls covered by contracts that reference this service type Note If the service type is used to provide coverage directly such as the default call service type in Call Management Control the call price list is referenced directly from the service type Repair price lists can specify prices for items consumed in a service activity and labor and expenses recorded in CAR The call price list also determines credits for items exchanged in CAR using the Exchange UM value from Call Management Control and fixed prices using the Fixed Price UM value If you set up an expense cost price list with the same code as the call price list Call Activity Recording uses it to determine standard costs for expense items Contract and Warranty Types 189 Credit Price List During the receipt segment of RMA processing the Tip system uses the credit price list you assign to the service type to i dE rion determine the credit amount for a returned item If you define a PO RTS Sched restocking charge on the service type the system reduces the credit el d price by that percentage 1 103 Ship Before Return This field affects processing of linked RMA receipt and shipment lines No You process the receipt of a defective item before you can issue a replacement You can print a packing list but you can
403. ontract has limit amounts In summary limits e Can only be used when Contract Limits is Yes in Contract Control Cannot be used with warranties Can be defined on a contract type but are only used when copied into a contract Are only checked in Call Activity Recording Understanding Codes for Limits Before you learn how to define limits it is important to understand how service codes provide support for defining limits The system uses three important codes service categories invoice sorts and work codes Service categories group the detail you record when you provide service in response to a call Figure 5 3 illustrates a sample call report Fig 5 3 Sample Call Report CALL REPORT Arrived at customer site via flight 222 Stayed at Roadway Motel 2 breakfasts 1 lunch 1 dinner 51 20 Replaced Item 4311 2 Replaced Item 4217 5 Used 1 quart lubricant Used 1 box rags Worked 7 hours regular time Worked 2 hours overtime Customer back up and running at 9 12 pm on Sept 25 2002 Each of the details on this report represents an instance of a service category n organization can have as many or as few service categories as they need Figure 5 4 shows how you can categorize each detail of a call with the appropriate service category Since the service category represents the lowest level way of grouping detail it is pictured as a file folder
404. onv Factor using the exchange rate Automatic Pricing 219 in effect on the price list start date If effective exchange rates are not found Cur Conv Factor defaults to 1 You can modify the conversion factor if needed However the value cannot be 0 Clear Target List Defaults to No Determines if the system clears the target price list before copying in the new prices If No the system adds the prices to the existing target price list If Yes it clears the target price list first and then copies the new prices Create Target List Defaults to Yes and indicates that the target price list should be created if it does not exist If Yes the system creates a list if one does not exist if No it does not If Create Target List is Yes and the list exists Clear Target List determines if the system clears the list before the copy or if it adds an end effective date to the old prices Hound to Two Decimal Places Round to Nearest Whole Number Round to Nearest Ten Round to Nearest One Hundred Round to Nearest One Thousand Set only one of these to Yes indicating the rounding method for the system to use when creating the new price list structure Update Defaults to No Determines if the system updates the target price list based on the values specified No is usually specified to create a report of potential changes before they are made Run Service Price List Copy first using the report only option by setting Update to No and Print Audi
405. or February 15 to February 28 in the second period If Prorate Partial Periods is No this line would generate a 0 invoice amount during both periods even though it appears to be for a month Billing in Arrears Contracts are billed in arrears on the day following the end of each billing cycle For example if you have a contract on a monthly cycle that is billed in arrears and the first period is January 1 to January 31 the invoice is generated on February 1 the first day of the next monthly billing cycle Set a default value for bill in arrears in Contract Control The system uses this setting for each new contract You can change it The setting of Bill Arrears affects which revenue type can be used with a contract When Bill Arrears is Yes you can choose cash basis or accrued When Bill Arrears is No you can choose cash basis or deferred Billing Customers or End Users You can use the Bill End Users field in Contract Control to indicate who normally receives invoices generated for contracts by Billing Release to Invoice No Only one billing address specified in the contract header is associated with the contract Billing Release to Invoice generates all contract invoices to this address Contract Billing 315 Yes Multiple billing addresses can be associated with the contract one for each contract end user At least one invoice is generated in Billing Release to Invoice for the bill to address associated with each en
406. or managing that service activity You usually manage service and support activity through calls A service call may mean a phone call from a customer a service visit a call by a field technician or any other contact with a customer or potential customer A service call is contact that generates a service response even a brief response to a customer s question The call labels the service situation and call management provides processes and tools for managing the service contact You close a call when you have resolved the customer s service problem Call Activity Recording and Call Invoicing Calls can reflect a broad range of issues and problems Part of call management is tracking the actions taken by an engineer to resolve an assigned problem This includes recording the hours and kind of labor performed any expenses incurred and any service items consumed or returned This detailed record of activity is the basis of call billing Service may be covered by a warranty or contract or you may charge for it Some organizations offer fixed price service In this case you charge a single predetermined price for the service activity regardless of the actual cost of time and material An organization may choose to cover part or all of the cost of service as a goodwill gesture These scenarios represent different ways of charging for service that tie into accounting and invoicing Introduction to SSM 11 Service Quotes Many ser
407. or work code and service category used to define the limits The other columns display similar amounts as the inquiry Call detail includes the call number line affecting the limit item for which service was provided operation component part or service category used on that call line the amount consumed posted and the activity date The date in the call history detail is the date the system used to search for effective limits which is the call open date Contract Pricing This section covers issues related to the application of price lists in Contract Maintenance the influence of contract currency and the handling of credit issues in contracts Fig 8 5 Limits Consumption Report Output Tip The system uses the call open date to search for effective limits FAQAD 250 QAD 2007 User Guide Service Support Management FAQAD Contract Line Pricing This section discusses how the system applies price lists in Contract Maintenance Contract pricing differs from pricing for sales orders in one important way In the case of a sales order the item being sold normally has a price in Item Master Maintenance If the system does not find a price on a price list it uses the item master price and calculates discounts relative to item master prices In the case of contract line items the equivalent of an item master price does not exist The system handles this in two ways depending on whether it finds a price on a price
408. ord always indicates the current call information Status history may be important for generating reports in a regulatory environment View call history using Call Detail Inquiry 11 1 1 3 Fields tracked in history include the status priority assigned engineer problem next status next status date and time and the event date and time Note The active call history table is not the same as the call history table used for keeping an online history of inactive calls Call Management 373 Call Currency You do not normally specify currency for a call until you initiate service activity in Call Activity Recording since billing information is created in CAR In some cases however currency is set in Call Maintenance and you cannot change it in CAR Only one currency can be associated with a call which means that all call lines must be in the same currency This limitation is imposed by sales order processing which is the basis of call billing Each contract line also reference a currency which defaults from the end user associated with the line Any coverage limit amounts on the contract line are defined in terms of the contract line currency To apply those limits correctly the call currency and the contract line currency must be the same As soon as you add an item to a call that derives its coverage from a contract the call s currency is set in Call Maintenance and cannot be changed Any other lines added in Call Maintenance or
409. ording you can specify tax information at the call header and call line level You can access tax data for detailed activity records only in Call Invoice Recording When you create the call invoice the system applies the information for the call line to the detail records in conjunction with defaults you set up for items and service categories You modify tax defaults in Call Invoice Recording In summary the three programs that manage calls enable you to progressively edit and review tax data In Call Maintenance you gather information the system uses later to determine the taxable status of the call n Call Activity Recording you review and modify tax data related to the call and call line In Call Invoice Recording you review and modify the tax data related to the call call line and call line usage records You can also review and modify tax amounts in the trailer Tax Defaults for Labor and Expenses You can set up defaults to streamline the calculation of taxes in various service activities If you carefully plan the defaults for consistency users should not need to do much editing The system simply calculates taxes as part of the billing process Only items defined with Item Master Maintenance 1 4 1 can be consumed in the service of a call Assign a taxable status and tax code to these items Use Service Category Maintenance 11 21 9 to associate tax status and tax codes with labor and expense service categories
410. ot be completed a message displays in the Call Status frame of CAR If you attempt to manually change the call status to complete the system generates more exact errors listing line numbers with open reports Open MOs The system warns the user if open MOs are attached to the call or call line This is only an error when the status is set to closed The call cannot be closed until all quantities on the MO are either consumed or returned Line Status To complete the call all lines must be closed completed or canceled or a message displays Existence of a Report Since completing a call is preparation for invoicing at least one report must exist with an invoiceable status and fully processed detail If the call has since been invoiced the complete status is still valid if closed reports exist However if you have canceled the lines on the call you cannot set the call status to complete you must close or cancel it If you are finished with a call without recording activity you must close it but not complete it Warning messages display if the system cannot complete the call or line Report Status Two checks are made on the status of reports created for the call in Call Activity Recording If a report exists but has no transaction detail you must close it before the call can be completed or a message displays RQAD 414 QAD 2007 User Guide Service Support Management FAQAD If you create reports in CAR and recor
411. ot convert them to the server time zone Field Name Description ca eu date time Call open date time in end user time zone cah eu date time Call status history open date time in end user time zone chm eu date time Call history open date time in end user time zone fpc start Service pricing effective start date fpc expire Service pricing expiration date isb All installed base item dates itm comp date Call item completion date itmh comp date Call item history completion date sa sad sap sca All service contract dates and times sah sadh All service contract history dates and times sal salh All coverage limits dates sv stime 8 Service type start coverage time sv etime 8 Service type end coverage time Date and time data in the fields listed in Table 4 3 reflect either an end user s time zone or an engineer s time zone depending on whether the engineer is a field engineer The system does not convert these to the server time zone Field Name Description egd start eff Engineer detail schedule start effective date egd end eff Engineer detail schedule end effective date Table 4 2 End User Time Fields Stored Without Conversion Table 4 3 Engineer Related Time Fields RQAD 160 QAD 2007 User Guide Service Support Management Table 4 4 Server Time Zone Fields
412. oth components and parent items in the installed base There are several advantages to having the product configuration in the installed base Customer service can determine exactly what is in the configuration f you move the item to a different end user the entire configuration moves If you replace one or more components during a service activity you can update just those components in the installed base Tracking components is common in two situations If the items you sell are subject to recall or contain components whose failure presents potential hazards you may need to track individual components Companies subject to government regulations often must keep detailed records about items and their components If you sell configured products you may want to keep track of which options an end user has Some of the options may also be sold separately and may have warranty terms that differ from the parent item A personal computer is a good example of a configured product that can contain items also sold as products For example monitors and disk drives may be sold separately and tracked separately in the installed base The system can add product configurations to the installed base automatically if Load Available Structure is Yes in Service Management Control This update occurs during Invoice Post or from Call Activity Recording Adding as built configurations to the installed base automatically is possible only for
413. other sales order invoices for RMAs update the installed base Items on an RMA can also generate installation calls You can change default installed base information in an RMA just like a sales order by setting Edit Installed Base to Yes in RMA RTS Control For instance if you need to define an end user on a line item that is different from that specified on the header you can change the end user line by line RQAD 62 QAD 2007 User Guide Service Support Management FAQAD RMA Maintenance adds records to the installed base and removes them If you issue an item in place of a returned item RMA Maintenance removes the old record and replaces it with the new Installed Base Invoice Post Report When Invoice Post updates the installed base the system puts messages in your local directory about ISB records it created and errors it encountered This file is ISBPST prn The file lists items by customer and sales order or RMA This file is re created each time you run Invoice Post but the system adds data only when you update the installed base Messages in ISBPST prn depend on the kind of update The following messages may occur during delete from RMA and sales order returns Configuration deleted This indicates the system deleted the parent item s lower level configuration ISB quantity reduced This indicates the system reduced the installed base quantity for the parent item and its structure This occurs when items in th
414. ou cannot change the time zone in Customer Maintenance End User Address Maintenance 11 9 1 As illustrated in Figure 4 8 when MTZ is active a Time Zone field also displays in End User Address Maintenance The time zone here determines how Call Maintenance displays and stores times when you take a call for this end user The end user s time zone also affects engineer scheduling service coverage and service pricing Fig 4 8 Time Zone Field in Customer Address End User Address Customer 1001000 Maintenance Name Reliable Central Purchasing Sort Reliable Central Purchasing qd 1 9 1 Address Attention Accounts Payable Address 300000020 Century Blvd City Los Angeles County 001 State CA Country United States of America Post 90001 Country Code USA End User Detail A time zone Modem Phone 173452356 office open 08 00 must be Loginireot Office Close 17 00 associated Te P Call Priority 35 S Comments Time Zone with an end message E user when End Date E MTZ is active FAQAD 142 QAD 2007 User Guide Service Support Management FAQAD The time zone field initially defaults from the end user s customer you can update it only when creating an end user After an end user record exists use End User Time Zone Change Utility 11 21 22 20 to change the time zone This utility ensures that the system updates any calls for the end user to reflect the new time zone Time Zones and Call Management Time z
415. ou choose The Display Time Zone selection list may also appear before the Call Status frame in Call Activity Recording if you did not select it previously The time zone affects the display of Complete Date and Time Close Date and Time and the Next Status Date and Time fields FAQAD 150 QAD 2007 User Guide Service Support Management Tip If Queue Manager is 0 in Call Management Control this sort is used FAQAD Call Queue Manager 11 1 6 Like many of the call reports and inquiries you can select a display time zone from the Call Queue Manager when MTZ is active The next status date and next status time of each call record display relative to the time zone you select If you normally display calls sorted by Next Status Date Time be aware of the following The Next Status Date Time index is based on the way the system stores call dates and times in the server time zone When call dates and times are relative to a different time zone they may appear to be out of order In the Call Queue Manager the call next status date and time in the edit pop up window also appear relative to the display time zone you select Call Generator 11 1 8 The dates and times in the Call Generator are relative to the time zone of the end user for which you are generating a call These dates include the call open date and any dates you use as selection criteria such as ranges of ship dates or next PM dates The same applies to dates o
416. pe P Call Priority 35 Comments End Date M wu Su Modem Phone and Login Specify an optional phone number for the end user s modem and a login user ID These fields are for reference and may appear on some reports and inquiries Type Enter an optional code set up with Generalized Codes Maintenance for field eu type End user type codes group end users in categories You define warranty types and default charge codes based on the end user type You might have one warranty for priority end users and one for regular end users Or you might categorize foreign and domestic end users using the end user type field Office Open and Close Enter the hours during which this end user usually conducts business in order to ensure that service is scheduled appropriately Call Priority Priority indicates the importance to assign to calls from this end user If you specify a nonzero value it displays as the default in Call Maintenance 11 1 1 1 The end user priority takes precedence over the priority associated with any contract or warranty in effect for this end user or the priority defined as a user preference Time Zone This field displays when Multiple Time Zones is active It defaults from the end user s customer if a value has been defined there otherwise it defaults from Server Time Zone in Service Management Control Enter a time zone defined with Multiple Time Zones Maintenance 11 21 22 1 Installed Base 27 This field
417. pe STANDARL Area Start Date Install Date 10 20 1993 New York NY 10001 End Date Warranty End 01 18 1994 Response 0 PO Number 12353 Comments Call Info Call Phoni Description Work Code PM P Comments Next Status Date Next Status Time Priority 80 From Quote Entering calls in Call Maintenance is easy since it is often used in an online environment where support personnel enter information as they interact with end users Some of the features that facilitate data entry include the following The system automatically generates call numbers from the Call Prefix and the Next Call ID fields in Call Management Control If you receive a call from a new end user you can define the end user directly in Call Maintenance without having to add a detailed end user record in End User Address Maintenance 11 9 1 You can look up end users in a variety of ways using the End User Selection pop up The system retrieves the coverage detail from the warranty defined with Service Item Maintenance or the active service contract Otherwise it uses the default service type defined in Call Management Control If the end user has been set up to require a purchase order for service you can enter it on the first frame This prevents wasting time on calls that cannot be serviced FAQAD 368 QAD 2007 User Guide Service Support Management P See Setting Up Calls on page 352 Fig 11 11 Call Life Cycles FAQAD
418. port Management Tip Use Copy Comments to Call to print special instructions or notes on the call or call invoice b See Call Generator on page 407 for details Fig 2 22 Generating Field Notification Calls FAQAD Comments Defaults to Yes if comments exist otherwise defaults to No If Yes the standard transaction comments frame displays when you press Go so that you can enter or review comments related to this field notification You can copy comments into each of the calls generated by this notification Copy Comments to Call Defaults to No Indicates if the system copies comments associated with this field notification into each call generated From End User To Leave blank or specify a range end users for selecting installed base items From Item Number To Leave blank or specify a range of installed base items From Serial To Leave blank or specify a range of serial numbers for selecting installed base items From Ship Date To Leave blank or specify a range of ship dates for selecting installed base items Model If you are tracking installed base items by model number enter a model number in this field to include only items with this model in the calls generated Top Level Only Set to Yes to create call lines only for parent items Set to No to create call lines for each item in the installed base configuration Generating Field Notification Calls From the Call Generator 11 1 8 specify F
419. press Go to continue When you enter a positive discount the system applies it so the customer benefits from a lower price In the case of percentage additional charges this works slightly differently depending on whether the charge is an uplift or a discount When you have an uplift additional charge and enter a positive discount the net price decreases if you enter a negative discount the net price increases Conversely when you have a discount additional charge and enter a positive discount the net price increases to provide a greater discount to the customer if you enter a negative discount the net price decreases Billing Cycle The billing cycle does not apply to percentage type P additional charges The percentage is applied to every amount billed regardless of the billing cycle Service Contracts 287 End User Total If End User Totals is Yes in Contract Control the following frame displays with summary information about the detail lines for this end user Fig 8 17 End User Total in id Contract mS End User Additional Charges Line Svc Type Item Item Qty AT NetPrice Disc Pct 2 ww EndUserTotals Non Taxable 120 00 Currency USD Line Total 0 00 Taxable 0 00 Additional Charges 120 00 Total Tax 0 00 Total 120 00 The fields in this frame are similar to those that display in the contract trailer but apply to amounts for the current end user only End User Default After you complete an entire
420. prior to the end date of the coverage period billed FAQAD 262 QAD 2007 User Guide Service Support Management P See Figure 8 1 on page 235 FAQAD Contract Line Items This section discusses a number of issues related to contract line items Generating line items automatically Changing line items Deleting line items Automatically Generating Contract Lines You can enter contract lines manually However you can also have the system generate lines based on one of three sources Installed Base You can create contract line items by selecting from a list of items in the installed base that belong to the current end user e Sales Orders If you specify a sales order number as the source of line items you can select from the sales order lines The system creates corresponding contract lines for each item on the sales order selected Sales Quotes Similar to sales orders if you specify a sales quote number as the source of line items you can select from the lines on the sales quote The system creates corresponding contract lines for each item on the sales quote selected When Item End Users is Yes on the contract creating lines automatically using the Source field changes the sequence of frames slightly When you are in end user item sequence you specify an end user before the system displays lines from the sales order quote or installed base items In item end user sequence you normally specify a default
421. quests 13 Organization of the SSM Module 0 0 0 13 SUP TP 13 Warranties and Contracts 0 0 eee eee 13 Call Tracking 4 coco oad Peed Cae te a eae 14 Managing Service Activity 0 2 e eee eee eee 14 General Service Work Flow 0 cece eee eee 15 Interactions with Other Modules 0 0 00 0 ce eee eee 16 Chapter2 Installed Base isossesos o RR ES 19 Understanding Basic Terms 00 cece eee eee 20 Business Considerations 0 0c eee eee eee eens 21 Should You Track an Installed Base 0 0 00000000 21 What ISB Details Are Required 0 0 eee eee eee eee 23 How Should the ISB Affect Service Policy 0 23 End USETS oru ot dias at oaks ee els tyes alee a Gite era deanna et 24 End User Address Maintenance 00 cee eee eee eee 24 Creating End Users Indirectly 0 0 0 eee eee eee 32 Deleting End User Records 00 eee eee eee eee 34 Implementing the Installed Base 0 0 eee eee 34 Restricting Support to the Installed Base 040 35 Restricting the Installed Base to Inventory Items 36 Tracking Manual ISB Updates 0 0 0 0 cee eee eee eee 37 Including Product Structures in the Installed Base 38 ISB Unit Quantity 2c cede dace e wien cala ER ees 41 Using the System Level Setting 0 0 eee eee eee 41 End User Control
422. r Contract types are the bases of contracts which are unique documents for one end user Warranties are more general than contracts but you can tailor them somewhat based on the end user type code For example your standard 90 day warranty may not specify a restocking charge However for items sold to OEMs original equipment manufacturers a restocking charge is required To set up warranties for types of end users follow these steps 1 To tailor warranties by end user type first set up type codes in Generalized Codes Maintenance for field eu_type 2 Associate the proper type code with end users in End User Address Maintenance 3 Create a base warranty with a blank end user type code A warranty with a blank end user type must exist before you can create one for a particular type of end user This warranty is a base warranty The base warranty can be a template when creating unique versions 4 Create a second warranty with the warranty code in step 3 for a specific end user type The warranty header fields default from the base warranty and you can modify them 5 Setup limits for the tailored warranty FAQAD 196 QAD 2007 User Guide Service Support Management b See Charge Codes on page 103 FAQAD When you create limits for the second warranty the system prompts you to copy base warranty limits You can copy and start with these or create limits unique to this warranty Now when you add an item t
423. r Comments in Contract Control If Yes a page appears for recording or retrieving master comments associated with the contract After you select or enter comments you can specify when you want them to print Site This field defaults from Contract Site in Contract Control and indicates the site responsible for supporting this contract This is usually the site where repairs are done or repair parts are found Item costs are based on the contract site and GTM tax zones use the site address as the From value Currency Enter the currency for this contract Currency defaults from the bill to address When Bill End Users is No the header currency sets the default for each end user When Bill End Users is Yes currency at the contract line level defaults from the bill to address associated with the end user not the contract header Each end user can have a different currency if needed Note When different currencies are used separate invoices are generated for each currency even when Bill Summary is Yes You can modify this value on a new contract only After the contract has been saved currency cannot be changed Service Contracts 271 Contract currency sets the currency of a call for covered items When a non base currency is entered an exchange rate pop up lets you override the effective exchange rate and indicate if it is fixed or not Language Language defaults from the contract customer Language enables you to print
424. r bill to address defaults from the end user customer record not from the header This field defaults from Contract Control Customer Bill To Enter a valid customer defined with Customer Address Maintenance The Bill To value defaults from the customer record RQAD 268 QAD 2007 User Guide Service Support Management Tip Set up billing cycle codes with Billing Cycle Code Maintenance 11 5 18 1 gt For more details on start date see Contract Start and End Dates on page 261 FAQAD Service Type Enter a valid contract type defined in Contract Type Maintenance The value specified determines the default service type for each contract line Billing Cycle Enter a code indicating how often to bill lines on this contract This field defaults from the Default Billing Cycle value in Contract Control but you can change it to another valid billing cycle The header billing cycle defaults to the next contract level either default items or end users based on the value of Item End Users You can accept the default or specify a different billing cycle code at various levels below the contract header However you cannot specify a cycle that indicates less frequent billing than the cycle specified on the header For example the header billing cycle is annual You cannot specify a billing cycle of every two years for a contract line Master Contract Service contracts can be set up in a hierarchy with one contract
425. racts explicitly state the level of service and its limits Service activity flows from the obligations in the warranty or service contract and continually refers back to these agreements when determining service response and billing Pricing for Service Service organizations usually have separate pricing A manufactured item needs a price list for service as well as sale of the item Organizations selling service contracts need price lists for contract coverage and for service activities You may also need price lists for returned items you repair or refurbish and send back to customers If you give credit for returns you probably do not want to offer full price for the used item A credit price list with lower prices takes into account the wear or age of the returned item FAQAD 10 QAD 2007 User Guide Service Support Management Tip Billing after the fact is called billing in arrears FAQAD Billing for Service Contracts Since service contracts generate revenue you need to decide how you are going to bill for contract coverage The primary decision is whether to bill for service before you do it or after There are advantages and disadvantages to each approach depending on the type of service Also important is how often you bill or the billing cycle which determines when invoices are generated Call Management Once you define what you are servicing and how much service you are providing you need mechanisms f
426. ralized codes for System level normally indicates pt sys type Three values are supplied SW software S system the top level item in and O other You can add codes in Generalized Codes Maintenance an installed configuration but Specify one code as system level in the System Level field in Service you can apply it to Management Control You can choose to see only system level items suit your system on the Installed Base Report If System Level on Calls is also Yes in Call Management Control during next previous processing in the Item field of Call Maintenance the system displays only items marked with this system type Warranty Code The warranty code defaults from service item information Warranty Expiration The system calculates the expiration date by adding the warranty duration to the install date You can manually change this but if you specify a warranty you must also specify an expiration date Quantity Sales order post updates this field by the quantity on the order line unless the item is serialized in which case item quantity is always one RQAD 56 QAD 2007 User Guide Service Support Management Tip Components and parents can also be created manually using Installed Configuration Maintenance FAQAD Sales Order Ln Ship Date Invoice Number These fields are display only The system updates them when the item is added to the installed base during Invoice Post or from Call Activity
427. rating costs and revenue by product line permits sophisticated accounting and reporting For example you can Service Setup 81 separate income generated by warranties from that generated by contracts Or you can create accounts for installation activity that are distinct from repair activities Return Statuses and Default Sites Return status codes manage the return of items in Call Activity Recording These codes determine if the system should look for an exchange price and which default site it should use for the return You can define default sites that direct returned items to repair centers depending on the type of item the geographical location of the end user or other relevant factors User Preferences Service Support User Preferences enables each user to control certain features of service processing You can allow each user to specify preferences or use standard system security to prevent or limit access Recording Service Engineer Activity Service Support Management manages engineer activity with combinations of settings for the work codes charge codes invoice sorts and service categories discussed in this chapter You can tailor these codes to business requirements Call activity and invoicing functions use these codes to track such information as labor performed items consumed and returned and expenses FAQAD 82 QAD 2007 User Guide Service Support Management Work Codes Work codes designate what type
428. re precise error messages Existence of a Report Since completing a call line is preparation for invoicing and valid afterward at least one report must exist with an invoiceable or closed status and fully processed detail or a message displays Call Status To complete a line the current status of the call cannot be closed canceled or hold If it is a message displays Open MOs The system warns the user if open MOs are attached to the call or call line This is only an error when the status is closed The call cannot be closed until all quantities on the MO are either consumed or returned Temporary Customer If the call was created for the temporary customer specified in Call Management Control Call Activity with Temp must also be Yes in the control program Otherwise an error is generated This error does not occur under normal circumstances since if Call Activity with Temp is No you should not be able to access the call in Call Activity Recording to create a report Call Management 413 Requirements to Complete a Call The requirements to complete a call are more stringent than to complete a line since all call lines must be either closed complete or canceled To complete a line the system verifies that at least one invoiceable report exists To complete the call however the system verifies that all reports associated with a complete line are either closed or invoiceable with fully processed detail If a call cann
429. reated in Call Maintenance or in Engineer Assignment Maintenance This report provides engineers with an overview of their call assignments for a week Fig 4 17 lfsegrp02 p b 11 13 15 9 Engineer Diary 08 14 02 A x Engineer Diary Engineer Code PKH Service Area 11 13 15 9 From Date 07 01 02 Display TZ Engineer Output page Engineer PKH Time Zone EST EDT Week of 07 21 02 Time Sunday Monday Tuesday Wed Thursday Friday Saturday When Multiple Time Zones is active the dates and times in this inquiry are relative to a selected display time zone which appears in the top frame labeled Display TZ The display time zone list does not include end user as a choice for this function because output must be in one time zone and the time zone of end users associated with calls can vary from call to call The title of the output frame includes the engineer s time zone Note If an engineer supports calls across time zones use another display to review planned activity since you cannot see the source of the call in this one Engineer Calendar 11 13 15 10 This inquiry displays the normal work schedule for one or more engineers you select by engineer code service area problem and skill code and date range Its appearance does not change when MTZ is active but if Field Engineer is Yes the schedule time is relative to the end user on a call if it is No the schedule time is relative to the engineer s time zone RQAD 156 QAD 2007 Us
430. red For the system to find the correct coverage the time used must be the end user s Based on the response time stipulated in the contract an engineer should contact the end user by 10 00 AM Monday New Jersey time The service center dispatcher assigns the call to an engineer in California where the time of the call is 5 00 AM Monday When the engineer reviews the call he needs to know that he must respond by 7 00 AM his time to meet the contractual obligation This is a simple example In some cases the system registers date differences as well as time differences MTZ Features The multiple time zone MTZ option of Service Support Management helps you create display and track calls that accommodate and adjust for time differences The main features of MTZ include Support for defining and maintaining time zones including the changes required by daylight savings time Association of time zones with customers end users and engineers Call creation and scheduling from the end user s point of view Storage of installed base data relative to the end user s time zone Coverage checking based on the end user s time zone Flexible display of time sensitive data from multiple points of view Enhanced engineer scheduling options for engineer call assignment Note Time zone maintenance programs and reports are also available on the Database Management 36 16 menu in Manager Functions The programs are exactly the same as th
431. reventive maintenance calls and supplying the personnel and inventory necessary SSM fully supports preventive maintenance Returns and Repairs Refurbishment Many service and support organizations have to process returned items This requires a series of business decisions Do you immediately ship back a new item and refurbish the return How do you use the refurbished return Do you refurbish the return and then ship it back Do you offer loaner items while the returned item is repaired Do you choose not to refurbish and ship back only new items Do you ship a replacement item to your customer before the return is shipped to you These decisions depend on your products and how critical they are to your customer Introduction to SSM 13 Service Requests SSM offers service request capabilities Service requests report service experience to the rest of an organization Typically service requests record engineering changes and other suggestions from the customer base and from the service organization Service experience is then used for product improvement process improvement marketing adjustments and strategic product decisions In this way service and support provide both revenue and valuable product experience Organization of the SSM Module Service Support Management sets up and manages the interactions required for supporting maintaining or repairing items whether they are covered by warranty or service contract The User Gu
432. roduct Service Work Order Line Group Code Item Area 6 4 7 V 8 P4 9 To minimize the possibility of blank sites defaulting into Call Activity Recording and other functions that use them the system uses an expanded search If you defined records with a particular key but not the particular site and location the system needs the system searches until it finds a record with a non blank site and location Example The system is searching for a default return site in CAR using the call area A repair site exists for the area but the return site is blank The system searches for another record with a value for return site The next search is with an all blank key If there is a return site for the all blank key the system suggests it Valid Combinations As mentioned previously numerous functions use default sites However not all key values are meaningful in all functions Issues in Call Activity Recording If you have not specified a site and location for the engineer and the call either does not have an area or the call s area has no site and location CAR looks for a default spares location for item issues When searching for a default spares location the system takes the values for product line service group work code and item from the call line The system takes the area from the call which was initially determined by the end user Returns in Call Activity Recording When you return items in CAR the
433. rol RQAD 276 QAD 2007 User Guide Service Support Management Fig 8 12 Header Coverage Limits Frame P See Levels and Limits of Service on page 170 b See page 247 for details on these reports FAQAD Header Coverage Limits If Contract Limits is Yes in Contract Control you can modify the limits associated with the contract service type at all levels of the contract If this field is No the system uses the limits defined for the contract type They are neither displayed nor modified If Contract Limits is Yes you are prompted to copy service type limits If you respond Yes the system copies the limits defined for the contract type being used into the header If you respond No limits are not copied You can set up new limits in the contract or define them at the line level After you respond to this prompt the Coverage Limits frame displays Maintenance Number 207 Item End Users 1 Bill End Users Customer 1001000 Bill To 1001000 Service Type SC 1 Coverage Limits For 07 01 02 06 30 03 Totali Invoice Ssotjmews P Work Cod JP Curr USD O V If you copied the service type limits you can view or modify them in this frame which is the same as the one used to set up coverage limits in the service type If you have posted any amounts against limits defined on a contract or recorded any amounts against the limits in Call Activity Recording they display in the Used Consumed field Yo
434. routing defined in Service Item Maintenance or Service Item by Site Maintenance on the rework work order even if you specified a different routing on the call FAQAD 398 QAD 2007 User Guide Service Support Management Fig 11 27 Call Update Frame Tip To standardize usage set up values for these codes in Generalized Codes Maintenance Tip Set up values with Generalized Codes Maintenance for the field ca resolve FAQAD Call Update Frame The Call Update frame always displays Call Update Page Engineer Z Multi Items 4 Service Type Fault Codes Entered By Resolution P Print Call Service Request Call Printed Time Spent 0 13 wu S Page Engineer Indicates if the Engineer Paging frame should display to initiate paging This field defaults to Yes for a new call if three conditions are true An engineer has been assigned to the call The Dispatcher field in Call Management Control is Yes The selected engineer is a field engineer in Engineer Maintenance Multi Items Indicates whether the Call Items frame should display Set this field to Yes if problems for more than one item are being reported on this call or if you want to view the detail for the first item specified on the call header Fault Codes Defaults from Use Fault Code in Call Management Control Setting Fault Codes to Yes displays a frame where you can enter various fault problem cause and resolved codes for the firs
435. rt Date 07 01 1 B End Effective 0 Ez Service TypelSC i Start Date 05 01 1992 End Date 06 30 1993 Service Type SC 1 Currency USD f New Number Update Prices 7 Contract Price List Renew Limits From P Contract Copy Serial Detail Z ouv This function is similar to Renew Single Contract 11 5 13 8 To be copied a contract does not have to be fully billed b See End User Total on page 287 gt See Contract Additional Charges on page 287 b See Contract Trailer on page 288 Fig 8 28 Contract Copy to Contract 11 5 13 6 FAQAD 300 QAD 2007 User Guide Service Support Management gt For details see Multicurrency and Contract Copy and Renewal on page 253 RQAD To copy a contract specify its number in the header Start Date defaults to the first of the month following the current end date The system bases the end date on the existing contract s duration You cannot set the start date earlier since this would cause the items on the contract to be covered twice Service type defaults from the source contract but can be changed You can specify a new number for the contract or the system supplies the next number If the new contract should have a different currency specify it in the Currency field and set Update Prices to Yes to calculate prices in the new currency The Renew Limits From field lets you copy limits from the source contrac
436. rt customers across a wide geographic range Being a global service provider presents special challenges and requirements such as multiple currencies different tax structures and multiple languages A special global business challenge for service providers however is accommodating variations in local time An awareness of time zones is uniquely important to service organizations because service coverage and associated fees are often dependent on the date and time a client requests and you supply coverage Also service contracts can include an obligation to respond to customer issues within a certain number of hours Sample Scenario Consider this illustration of the importance and potential complexity that time zones introduce into service requirements A software support organization has a central service center in Denver A customer in New Jersey contacts the center in Denver at 8 00 on Monday morning with a critical problem In Denver the local time is 6 00 AM Figure 4 1 illustrates the locations in this scenario PST PDT MST MDT CST CDT EST EDT Multiple Time Zones 125 This customer s service contract specifies full coverage during normal business hours defined as 8 00 17 00 Monday through Friday At other times the customer pays 50 of the service charges The contract also specifies that a customer request receives a response within two hours So a service call at 8 00 AM customer time is fully cove
437. rts the time data to the display time zone based on these values If you change your server time zone or end user time zone the call history table is not affected It retains the values for the call at the time you moved it to history FAQAD 130 QAD 2007 User Guide Service Support Management FAQAD MTZ Functions The following menu level programs support Multiple Time Zones You use them during implementation and later for time zone maintenance Multiple Time Zones Maintenance 11 21 22 1 Multiple Time Zones Inquiry 11 21 22 2 Multiple Time Zones Report 11 21 22 3 End User Time Zone Change Utility 11 21 22 20 Server Time Zone Change Utility 11 21 22 22 Multiple Time Zones Startup Utility 11 21 22 24 It is best to use menu level security on these programs with the possible exception of the report and inquiry Do not change time zone information without carefully evaluating the impact Note Multiple Time Zones Maintenance Inquiry and Report are also located on the Multiple Time Zones Setup menu 36 16 22 in Manager Functions Multiple Time Zones Startup Utility Use Multiple Time Zones Startup Utility 11 21 22 24 to activate MTZ in a new or existing database The first time you activate MTZ the startup utility can load a set of sample data based on a snapshot of time zone information The data assists in the setup process and is a sample only After you load this data verify that the time
438. rvice activity Examples of consumable items might be oil replacement fluids or cleaning fluid You might consider these items an expense depending on your own business policies Exchanged ltems You can also qualify items as exchanged items You replace items during service calls and return them possibly for credit Toner cartridges are exchanged items Labor Yes means this service category is related to work performed by employees Travel Labor Yes means this service category is related to travel time you can charge as labor Some service organizations charge a service engineer s travel time as part of labor while others charge a set rate per mile or field call Expenses Yes means this service category is related to expenses other than labor and consumption of inventory items RQAD 94 QAD 2007 User Guide Service Support Management Fig 3 5 Service Category Tax Data FAQAD Travel Expenses Yes means this service category is related to travel expenses such as food taxis air fare Service Category Maintenance Service Category LABOR Description Overtime Labor Invoice Sort LABOR Iters Consumable Items Exchanged Items Labor Travel Labor Expense Travel Expenses 1 Taxable Taxable This field indicates if this service category is usually taxable When a call line is taxable and not a fixed price repair this field determines the default in the Taxable field of the billing detai
439. rvice sales orders To correct a posted invoice follow these steps 1 Create a manual credit invoice using Pending Invoice Maintenance 7 13 1 Then use Invoice Print 7 13 3 and Invoice Post 7 13 4 to credit the mistakenly billed amount 2 Use Billing Date Correction to reset billing dates that were updated by Billing Release to Invoice You must reset the dates on each affected contract line 3 Use Contract Maintenance to make the necessary changes to the contract data such as changes to price or quantity 4 Use Billing Release to Invoice to re release the contract to billing FAQAD 330 QAD 2007 User Guide Service Support Management Fig 9 13 Billing Date Correction 11 5 18 19 b See Viewing Deferred Accrued Revenue Records on page 321 FAQAD Figure 9 13 illustrates Billing Date Correction 11 5 18 19 Number 206 Customer 10010001 Bill To 1001000 Sold To Bill To Westwood Reliable Reliable Central Purchasing Westwood Shopping Center Attention Accounts Payable 77 Sunset Strip 300000020 Century Blvd Westwood Los Angeles United States of America United States of America Contract Start Date 07 01 2002 002 Coverage 08 01 2002 End Date 06 30 2003 002 Bill Arrears Sales Order S0000300 O Q Once you select a contract to modify the system fills in the other fields with current data from the contract record You can modify billing dates for the header line items and
440. s Accounts Payable Addresses Taxes Accounts Receivable Inventory Control Multiple Purchasing RTS Currency Sales Orders Invoices General Ledger Product Structures Routings Work Centers Forecast Work Orders Table 1 1 summarizes these relationships SSM uses the data listed in the second column in various service functions The column labeled Data Output by SSM indicates ways that service functions may modify data managed in other modules FAQAD Introduction to SSM 17 Menu Data Used by SSM Data Output by SSM l Items Sites Item records item site records Item service attributes locations location statuses product lines product line accounts price lists for RMAs and RTSs master comments units of measure compliance features 2 Addresses Taxes Customers credit limits End users type of vendors suppliers bill tos customer record engineers ship tos employees type of employee salespersons trailer codes tax customer open balance environments credit terms Intrastat data for RMAs freight charge Intrastat activity RTSs and material orders 3 Inventory Control Inventory balances Inventory transactions issues transfers unplanned receipts unplanned issues ORD SO ISS SO ORD PO RCT PO ISS WO 5 Purchasing None RTSs are a type of purchase order 7 Sales Quotations Source for contract
441. s Figure 10 1 illustrates the header Visits field in Contract Maintenance Item End Users EZME ONEN 1 is No Number 1788 Item End Users Bill End Users Customer 1001000 Bill To 1001000 Service Type BILLABLE Hold Contract Type P A nonzero Bill Arrears 0 Cancel Date value for Revenue Type c P Quote de Bill Summary Contract Visits2 Contract Visits Period Based Billing 11 Call Price List p indicates end Prorate Partial Periods E Project P user schedules Next Bill Renewed From Coverage 08 01 2002 Renewed To Renew Limits From P Contract ouo To create a preventive maintenance schedule that applies to the each end user 1 Specify a number of visits on the contract header A nonzero value in this field activates scheduling The number of visits indicates the number of times during the service contract duration that PM visits will be made to each end user site After you complete line item entry an End User PM Schedule window displays proposed dates for the PM visits Note If you do not specify header visits you can still generate PM schedules for individual contract line items Set the PM Item field to Yes for the items on the contract requiring visits This field defaults to Yes if Days between PM is any nonzero value for the item in the Service Item Maintenance 11 3 7 When the system creates a PM call it includes all items with PM Item set to Yes as line items unless they a
442. s pgh status Status Status pgh status Waiting for Page Status pgc wait status in Paging Control Paged Status pgc paged status in Paging Control pod um Unit of Measure RTS Maintenance pod um pt model Model Service Item Maintenance pt model Call Default Maintenance cdf model Call Maintenance part model pt svc group Service Group Service Item Maintenance pt svc group Default Site Maintenance rdf svc group Charge Product Line Maintenance fcc pt svc group Revenue Product Line Maintenance fcc pt svc group Call Default Maintenance cdf group Call Maintenance part svc group Price List Maintenance fpc svc group pt svc type Usage Code Service Item Maintenance pt svc type Table 3 6 Generalized Codes for Service Page 2 of 4 Service Setup 121 Code Label Where Used pt sys type System Type Service Management Control svc sys type Service Item Maintenance pt sys type Installed Base Item Maintenance isb sys type pt um Unit of Measure Price List Maintenance fpc um Exchange UM Call Management Control svc exch um Fixed UM Call Management Control svc fixed um reg type Area Type Area Maintenance reg type rmd fault cd Fault Code RMA Maintenance rmd fault cd ro tool Tool Code Service Routing Maintenance ro tool Service Standard Operation Maint opm tool sa sa type Type Contract Maintenance Co
443. s invoice and call history records The Installed Base History field enables you to maintain a separate audit trail of manual updates to the installed base This can provide an important element in tracking additions changes and deletions performed through Installed Item Maintenance Installed Item Move and Installed Configuration Maintenance When this field is set to Yes the system creates history records whenever an ISB record is manually added or deleted or when the serial number is changed ISB history records contain the following information The address code of the end user who owns the item The effective date of the event For installed base moves this may be different than the system date The date the record was created RQAD 38 QAD 2007 User Guide Service Support Management FAQAD The ID of the user performing the update The number serial number and model of the item A transaction number and transaction type either ISB ADD ISB MOVE ISB DLET or ISB SERL When a serial number change occurs both the old and new numbers are recorded When an item is moved the old and new end user codes are recorded Installed base history records can be displayed with ISB History Browse 11 3 22 2 or ISB History Report 11 3 22 3 They can be deleted and archived with ISB History Delete Archive 11 3 22 23 Including Product Structures in the Installed Base You must decide whether to include b
444. s service type or contract provides coverage in CAR the system uses the charge codes from the limits first If you have not associated charge codes with limits you can define default charge codes in Default Charge Code Maintenance Recording Service CAR suggests a charge code for each line of detail recorded providing you maximum flexibility to manage financial impacts Service Invoicing When CAR summarizes service costs the seven rows represent the seven types of charge codes Product Lines and Accounts Charge codes can be associated with a product line in Charge Product Line Maintenance You can segregate the cost of different kinds of service activity by connecting the various charge codes with different product lines For example you can direct the cost of warranty service to different accounts than the cost of contract service Charge codes can be used in this way in Call Activity Recording and for expensed material orders Charge Code Maintenance Use Charge Code Maintenance 11 21 21 1 to create and maintain charge codes Figure 3 8 shows a charge code for service provided under contract intenance Charge Code These fields pod s define the Contract Z Covered 0 charge code E O Project Mandatory Only one is Fixed Price Billable i Yes Billable Giveaway O d uo Charge Code Enter a code identifying a charge code Service Setup 105 Description Enter up to 24 characters de
445. s 21 12 wa tee Enc Ades Epod ete ee teta 212 Service Pricing Maintenance 0 0 2c eee eee ees 213 service Price List Copy eseas etaed eed Res a nek ee E 217 Chapter7 Taxesin SSM eslslslseess 221 Introduction ces edes bo snae b doe adele ad eu be dd 222 Bnd User Vax Det ll sses t ele edet eb ela Ede pads ere 222 Taxes for Call Activity ssseeeeeeeeee I 223 Where Are Taxes Edited 2 0 2 eee cee eee 223 Tax Defaults for Labor and Expenses 0 000005 224 Taxes for Fixed Price Services 0 0 cece eee ee eee 225 Determining GTM Tax Defaults 0000000008 225 Generating and Reviewing Call Invoices 0 0 0 ce eee eee 228 Reviewing and Editing Taxes 0 0 0 cee eee ee eee 229 Printing Call Invoices 0 0 eects 231 Chapter8 Service Contracts 0 0 c cece ee eee 233 Introduction to Contracts s sessar een een eens 234 Contract Design ecek eidar ite iine Diiira DE eea 234 Contract Work Flow spee coca crionn can cenin riteni ekea EE EE 236 FAQAD Contents ix Coverage Limits and Contracts 00 cece eee 238 Contract Limits Field 0 0 eee eee eee 239 Copying Limits ecetes eu pote wed deeb edges ee ag eines 239 Copying Effective Dates into Contracts 004 240 Limits at Multiple Levels 0 0 0 0 cece eee ee eee 241 Changing Limits peecis peed uaa Cada epe a eens 242 Renewal and Contract Limits
446. s 608 effective dates contract renewal 179 copying to contract 178 service BOMS 669 service limits 178 service price lists 202 Employee Maintenance 568 EMT Tracking Report 647 EMT See Enterprise Material Transfer EMT End User Address Maintenance 24 141 Time Zone field 141 End User Control 42 783 End User Time Zone Change Utility 133 end users 24 34 additional charges for 775 area 28 auto renew contracts 30 billing 772 Call Maintenance 380 contacts for 31 contracts for end users with items 264 coverage limits 279 Create ISB field 29 creating directly 24 creating indirectly 32 creating new in call 33 34 383 default information in contracts 277 definition 24 deleting 34 escalation 28 invoice sort 30 message 27 Index modem phone 26 office open close 26 primary engineer 28 purchase orders required 29 secondary engineer 28 selecting in call 383 tax data 222 time zone 141 time zone change 133 totals for 775 travel distance 28 travel time 28 travel UM 28 type 26 115 warranty 198 engineer area 569 assigning primary 365 387 assigning to call 365 availability by calls 582 availability by hours 583 calls per day 570 current location 569 field 569 group 569 holidays 573 location 565 on call 577 pager 570 paging 398 400 primary 28 571 secondary 28 site 565 status 570 transactions 585 Engineer Assignment Maintenance 394 585 Engineer Availability Inquiry 591 Override Sc
447. s Date 08 01 2002 f EscalationjESCi p Assigned PKH P Next Status Time 14 14 Priority 8O From Quote Schedule 7 ww Q Caller Defaults from the first Primary Contact associated with the end user record if one exists If you created a new end user in the previous frame Caller defaults from the Attention field Description Brief description of the call Description may default from Call Default Maintenance This description appears on most reports and places where the call is referenced For example when you select a call in the Call Queue Manager its description displays at the bottom of the screen Work Code For a call you created directly in Call Maintenance defaults from the technical work code specified in Call Management Control 11 24 The install work code is the default for system generated installation calls and the PM work code for system generated preventive maintenance calls Call Management 387 Severity Severity indicates the end user s perception of how bad the problem is May default from call defaults set up with Call Default Maintenance Type Enter a type defined with Call Type Maintenance 11 1 21 4 Types provide an additional way to categorize calls in a user defined way If you are using call defaults this field may default from Call Default Maintenance Problem Skill May default from Call Default Maintenance if you are using call defaults Problem Skill is an optional c
448. s Yes using Next Previous in the Item Number field in Call Management displays only items with a system type that matches the value in System Level in the control program Use this feature if your service department takes calls only for certain kinds of items or to ensure that calls always refer to top level parent items not components End User Control The Create ISB field in End User Control illustrated in Figure 2 12 also affects installed base updates End User Control File Next End User 00000003 Create ISB ooj Create ISB sets the default value for the Create ISB field for new end users Create ISB for an end user determines in turn whether the system normally adds items associated with the end user to the installed base This field gives you more control over how items are added to the installed base If you usually add items to the installed base regardless of the end user set Create ISB to Yes and this value will flow to the functions that create ISB records To more tightly control ISB updates so that records are created only for a predefined set of end users set this field to No and change the field in End User Address Maintenance This setting is especially important if you are shipping sales order line items to the installed base The system looks at Create ISB in the control program whenever a ship to address is not defined as an end user If you want to add items by default to the installed base in
449. s for taxable call lines Service Category Maintenance Use Service Category Maintenance 11 21 9 to create and maintain service categories Figure 3 4 illustrates a labor service category Service Category LABOR Description Overtime Labor These fields Invoice Sort LABOR define the Hemsii Consumable Items service Exchanged Items category Only Laboris one can be po sii xpense Yes Travel Expenses Service Setup 93 Service Category Enter a code identifying a particular service category Description Enter up to 24 characters describing the code and identifying its use and purpose Invoice Sort Enter an invoice sort defined with Invoice Sort Maintenance 11 21 5 This field is required and the invoice sort code must exist You can set only one of the remaining fields to Yes for a particular invoice sort The invoice sort type determines which fields you can edit Set one of Items Consumable Items and Exchanged Items to Yes for a type I invoice sort Set Labor or Travel Labor to Yes for a type L invoice sort Set Expense or Travel Expense to Yes for a type E invoice sort Items Yes means this service category is related to items in inventory or the item master No means the service category is for something that is not an inventory item such as labor travel or some other expense or activity Consumable Items Further qualify items by indicating if they are consumed during the se
450. s is the service group of the item being repaired not the item issued as part of the repair FAQAD Service Type Enter a service type defined in Contract or Warranty Type Maintenance This field can be blank but if so all remaining key fields must also be blank If you enter a value here the system uses the associated charge product line for the cost of details recorded in CAR only when this service type is in effect for the line of detail Item Product Line Enter a product line defined in Product Line Maintenance This field can be blank but if so Service Group must also be blank If you enter a value here the system uses the associated charge product line for the cost of details recorded in CAR only when you repair items belonging to this product line Service Group Validated against codes you set up in Generalized Codes Maintenance for field pt svc group However this field can be blank even if a blank generalized code does not exist If you enter an invalid value a warning displays The system does not use the data you are about to create unless you set up this value in Generalized Codes Maintenance If you enter a value here the system uses an associated charge product line for the cost of details recorded in CAR only when you repair items belonging to this service group Charge Product Line Enter a product line defined in Product Line Maintenance The system uses the accounts associated with this product line for the
451. s of End User Address Maintenance include Adding data for end users created with other functions Adding contacts for an end user as they become known Storing a message associated with the end user for a specific period Deleting obsolete records You cannot delete an end user record that is referenced by an open call a service quote or contract or service request The customer associated with an end user cannot be deleted if end users exist for that customer Installed Base 25 Adding Other Address Codes as End Users If an address code was created by another address maintenance function Tip such as Customer Maintenance or Customer Ship To Maintenance you ho PM BER us cannot modify the address information with End User Address can be different for Maintenance You can add end user details but must change the address each end user with the maintenance function where it was created End users created indirectly as a result of Invoice Post are created as customer ship to addresses and must be maintained there End User Frame When you specify a customer in End User Address Maintenance the fields in the Customer Address frame default from the customer record in a display only mode Add end user address information in the End User frame This information is similar to what you enter in Customer Maintenance Fig 2 3 End User Address Maintenance Pat End User Address Customer Address Maintenance 11 9 1 Customer 1001000 N
452. s serial or lot controlled and quantity is greater than 1 In this case Serialize defaults to Yes Specifying Yes displays a pop up that enables you to enter individual serial or reference numbers for each item on the line If you designate an item as lot or serial number controlled in Item Master Maintenance enter a number for each item on the contract Billed Count The system displays the total number of months that have been billed through Billing Release to Invoice Start Date and End Date These fields default from the end user Each line item can have a unique start and end date for coverage although these cannot be outside the range defined by the end user start and end dates RQAD 282 QAD 2007 User Guide Service Support Management Tip If you change the service type on the line item the contract price list associated with the new service type displays b See Revenue Accounts on page 318 Tip If you do not specify a different number of visits for this item it is included on any end user schedule FAQAD Price List The system displays the price list used to calculate the line item price If you change the service type for a line item the price list associated with that service type is used otherwise the price list from the contract header is used This is normally the price list associated with the contract type specified on the header but it might have been changed at the header level Descr
453. s through its life cycle Serial Enter the serial or lot number of the item being reported if available If the end user is calling about an item in the installed base you can use this field to retrieve end user item and warranty information If the item you enter in the Item field is defined as serial or lot number controlled a warning displays if you do not specify a number The installed base cannot be updated until a number is provided End User Enter the end user initiating this call If specified the end user must have been previously defined If you want to select end users by attributes other than their name you can leave this field blank to display an End User Selection frame You can also create end users directly from Call Maintenance by leaving this field blank and answering Yes when prompted to create a new end user on the following frame A number of data elements associated with the call can default from the end user record These include Area Caller Phone Priority Assigned Escalation Travel Distance Travel Time and Time Zone if MTZ is active The call scheduling sequence uses information associated with the end user to award points to engineers area Call Management 381 primary and secondary engineer and time zone The end user also determines the customer and default bill to addresses for Call Activity Recording and Call Invoice Recording If you press Go with a blank End User field the End User Sele
454. scribing the code and identifying its use and purpose Note Only one of the remaining choices in Charge Code Maintenance can be Yes This setting determines the effect of the charge code Warranty Yes means the original warranty covers the charges If Warranty is Yes the charge can be the under limit charge code on a warranty type It can also be the default warranty charge code in Default Charge Code Maintenance When the system uses this charge code it examines the limits on the warranty type and uses the level of coverage to determine how much to invoice the customer The system does not use limit amounts with warranties just the percent of coverage Service charges are accumulated only against contracts and contract line items Contract Yes means an existing valid contract covers the charges You can specify a charge code with Contract set to Yes as the under limit charge code on a contract or contract type It can also be the default contract charge code in Default Charge Code Maintenance When the system uses this charge code it examines the limits on the contract and uses the limits and level of coverage to determine how much to invoice the customer The system uses the limits on the contract line then the contract header and finally the contract service type Covered Yes means either a generic service type or the default call service type in Call Management Control covers the charges You can specify a charge code with
455. sifying and supporting service activity You can define limits either at a high level with invoice sorts or at a lower level with work codes and service categories You can also define a total limit amount for all activity Limit Usage Restrictions The implementation of coverage levels and limits depends on the Contract Limits field in Contract Control When this field is No you cannot define limit amounts on contract types or modify coverage levels in Contract Maintenance When this field is Yes you can define the limits copy them into multiple contract levels header default item and end user and detail lines and modify them You define levels of coverage associated with service types the same way whether you are using limit amounts or not While you can define limit amounts for a contract type the system only uses them when you copy them into a contract The contract type provides a template for creating similar contracts If you use it as a generic service type the system applies the coverage level percentage of the service type Limits are only effective in a contract because the system must accumulate and check quantities over time This is only possible when you can collect and record information for a specific line item Contract and Warranty Types 171 The system uses limit amounts only with contracts and checks them only in Call Activity Recording RMA Maintenance applies the coverage percentage only even if a c
456. situations You can combine work codes service categories and invoice sorts in almost unlimited ways For example you can base limits for service items on the kind of work done but make limits for expenses generic based on invoice sort Or if you do not need detail you can set up one limit for all the detail recorded You can use any work code and service category combination except a work code with fixed price set to Yes You cannot use fixed pricing in conjunction with coverage limits Figure 5 7 illustrates the Coverage Limits frame in Contract Type Maintenance The Total Invoice Sort and Work Code fields determine the kind of limit you are defining f Total is Yes Invoice Sort and Work Code must be blank and the record limits all service or defines a generic level of coverage If Total is No and you enter an Invoice Sort value the system applies this limit to the service categories associated with the specified invoice sort RQAD 174 QAD 2007 User Guide Service Support Management Fig 5 7 Invoice Sort or Work Code Tip To clarify your setup use charts like the one on page 177 FAQAD If Total is No and you specify a Work Code you must also specify a service category The limit applies only to the specified combination of work code and service category Contract Type Maintenance Contract Type SERVICE Description Prod Line 100 Restocking Charge 0 00 Duration 0 Call Price List RMA Only
457. specify a PM routing Installation BOM Enter a service structure defined in Service Structure Maintenance 11 19 5 This BOM code defines the items an engineer typically uses during installation The system uses the installation BOM when it creates a call with the Install work code A printed call can include the items on the BOM in the form of a list of items needed during the service activity You can also load the items on the BOM into the Item Usage frame in Call Activity Recording and Call Quote Maintenance If Install Call is No for the current item a warning displays when you specify an installation BOM Installation Routing Enter a service routing defined in Service Routing Maintenance 11 19 17 This code defines the normal sequence of operations taken by an engineer to install the item The system uses it when it creates a call with the Install work code A printed call can include the operations on the routing in the form of a list of procedures to be executed during the service activity You can also load the operations on the routing into the Labor Expense Usage frame in Call Activity Recording and Call Quote Maintenance If Install Call is No for the current item a warning displays when you specify an Installation routing Service Item by Site Maintenance If you perform service activities at more than one site the procedures you follow and the items you use may vary For example work centers names may be different or a
458. stall work code for automatically generated installation calls and the PM work code for automatically generated preventive maintenance calls Tip Model This field can be blank If specified it is part of the default Rd rS dus search key Specify the model when you set up an item with Service Maintenance for Item Maintenance 11 3 7 Model is maintained as part of the field pt model installed base record also FAQAD Call Management 361 Service Group This field can be blank If specified it is part of the Tip Set up codes in default search key You can assign an item to a service group in Generalized Codes Service Item Maintenance 11 3 7 Service groups provide a way to Maintenance for group service cost according to any user defined criteria field pt_svc_group The remaining fields on this frame except for Remarks define the actual default information the system uses in Call Maintenance or Call Quote Maintenance The Remarks field is for reference only use it to enter remarks about the current defaults Example Call default information is established for a preventive maintenance call work code PM Fig 11 8 x Call Defaults for Call Derauit Viaintenance Define inim PM Work Code ategory Cal all Quote defaults for the NETA PM work code Model Service Group Call Severity Call Status New P Call Typem P Call Next Status Pending P Call Problem ELEC Call Queue er Call Duratio
459. stalled Base Item Maintenance 11 3 1 or indirectly in programs such as Call Activity Recording Invoice Post does not create ISB records for memo items through sales orders since they are not items you manufacture and sell Installed Base 37 Example A customer purchases a disk drive from another vendor and adds it to the system they bought from Ace Computers The customer wants Ace Computers to service the disk drive Ace Computers wants this service business so they set Items Must Exist to No and add this component to the installed base Effect of Setting Items Must Exist to Yes If you usually service only items you produce you can restrict the installed base to items defined in the item master by setting Items Must Exist to Yes Then you cannot take calls or provide other service such as RMAs or contract coverage for an item unless it is set up in the item master This in turn prevents items that are not in your item master from being entered into the installed base Note You can still leave the Item Number field in Call Maintenance blank when Items Must Exist is Yes This lets you take calls such as telemarketing inquiries when an item number is not applicable You can also take a call when the item number is not initially known but will be recorded later Tracking Manual ISB Updates When updates are made to the installed base automatically during invoice post an audit trail is available through standard audit mechanisms such a
460. stem uses this site and location by default for returns under two conditions The item is repairable and Good is Yes in the return status The item is not repairable and Scrap is No The return location must allow inventory transfers ISS TR and receipts RCT TR as well as unplanned receipts RCT UNP Spares Site Location The system uses this site and location by default for inventory issues when no other defaults are appropriate For example in CAR if the engineer has no site and location and the engineer s area has no site and location the system searches for a default spares site and location The spares location must allow inventory transfers and issues to work order ISS WO Scrap Site Location The system uses this site and location by default for non repairable items with a return status that has Scrap set to Yes The scrap location must allow inventory transfers ISS TR and receipts RCT TR as well as unplanned receipts RCT UNP Repair Site Location The system uses this site and location by default for repairable items with a return status that has Good set to No The repair location must allow inventory transfers ISS TR and receipts RCT TR as well as unplanned receipts RCT UNP Return Status Return statuses manage the return and exchange process in Call Activity Recording CAR and MO Direct Pending Returns They do not apply to RMA receipts The return status has no formal relationship to statuses
461. storing most call date and time information which the system converts for display For these conversions to show consistent end user dates and times you must change the old server times When the utility executes it adjusts the dates and times related to calls You can also update engineer records The system changes engineer time zones that match the old server time zone to the new server time zone Use this option if you are relocating your IS facilities and service engineers and you want to keep the time zones synchronized This utility updates the server time zone in both Service Management Control and System Account Control 36 1 Note This utility does not change the database time zone Manually adjust it in Service Management Control if it no longer reflects the correct time zone Plan carefully before you change server time zones If you have a large number of call records to convert this utility is time consuming Execute it in report only mode first so you know how many records you are updating Multiple Time Zones 137 Important If this utility terminates before completion it may leave some records partially converted Run it to completion to avoid data corruption Before executing this utility perform a backup If the utility terminates abnormally restore the data from the backup before you rerun it Fig 4 5 Server Time Zone E49 Change Utility 11 21 22 22 ES 7 DO SES GN Current Server Time Zone EST
462. sumed category 1 000 00 0 00 cannot be entered To define limits by invoice sort you enter an appropriate sort code In this case you cannot enter anything for service category Svc Cat The coverage level Cv is defined as a percentage In Figure 5 8 the price of labor is covered at 100 percent up to the limit amount of 1000 00 This means the contract covers the first 1000 00 of labor regardless of the work code and service category combinations FAQAD 176 QAD 2007 User Guide Service Support Management Fig 5 9 Service Limits by Work Code and Service Category FAQAD Call Activity Recording checks service limits when a service contract provides coverage Since you set up limits at the invoice sort level CAR allows 1000 00 for all service categories with the labor invoice sort regardless of the work code The system accumulates the charges on service contracts based on this contract type and compares them with this preset limit You can use invoice sorts to set up similar limits for expenses or items Service Levels by Work Code and Service Category The invoice sort works at a high level For more detailed tracking of service limits and percentage of coverage use work codes and service categories as shown in Figure 5 9 In this approach you create a relationship between a work code and service category The system then tracks service limits based on the kind of work done This approach is useful for a s
463. switch to an existing call Comments N If Comments is Yes in call header enter comments detailing the problem reported by the user Call Defaults N Specify values used to search for applicable call defaults Call Management 379 Frame Req Purpose Call Info Y Enter or modify detailed information related to the call Travel and Estimated N If field is Yes in Call Management Control or user Time preferences modify call duration and travel time Override Scheduling N If Schedule is Yes in the Call Info frame and Override Options Scheduling Options is Yes in Engineer Schedule Control choose options for limiting engineers for scheduling Call Scheduling N If Schedule is Yes in the Call Info frame select appropriate engineer for call Call Engineer N If Schedule is Yes in the Call Info frame and Schedule appropriate schedules are available modify start and Maintenance end date or estimated time Comments N If Comments is Yes in the Call Info frame view or update call header comments Item Service N If field is Yes in Call Management Control or user Structure Detail preferences modify site BOM and routing associated with call s first item Call Update Y Enter final details about the call and select other optional frames Paging N If Page Engineer is Yes see page 398 in the Call Update frame page the engineer assigned to the call Call Item N If Multi Items is Yes in the Call Update frame view details about c
464. system derives the values for product line service group work code and item from the item being returned not the item being repaired The system still derives the area from the call Service Setup 97 Issues in Material Order Maintenance The system derives the default site on the header in Material Order Maintenance by searching for a default spares site associated with the call s area if the material order MO is associated with a call or the engineer s area if there is no call Returns in MO Direct Pending Returns When items on an MO are returned the system takes search values from the item being returned However work code has no value in MO Direct Pending Returns The system derives the area from the engineer Keep these factors in mind when you set up default sites If you set up default sites and locations by work code for Call Activity Recording you may have to set up an alternate set of defaults for MO Direct Pending Returns Note however if the system does not find return sites in MO Direct Pending Returns it returns the item to the issue site and location in Material Order Maintenance Location Attributes You may want a restricted inventory status for return locations Generally you inspect returned items before making them available for sales orders or work orders To allow for this give the return scrap or repair locations a status of not available Set the location status to non nettable to prevent M
465. t Maintenance 11 5 13 1 PM Item activates scheduling for this line Fig 10 3 Generating a Line Item Schedule Visits are nonzero and not the same as Contract Visits FAQAD Number 1788 Customer 1001000 End User 01000000 yw uu wu Ln Format S M Single End User Item Detail Supported Item Item Qty 10 10000 10 Svc Type BILLABLE Net Price 100 00 Serial 8753 9742 Preventive Maintenance Detail Serialize Billing Cycle MO Billed Count 0 0 Start Date 08 Q Contract Visits 2 Days Between PM 365 Recommended Visits 1 visits 1 End Date 07 Price List SSI axable Cost 0 00 lisc Pct Price 0 00 H Price 1 200 00 Description OASIS TM COOLING SYST Service Contract Type Full Charge Sales Account 3000 Discount Account 3900 PM Scheduling 339 If this contract is for end users with items the Contract Visits field displays the value of the Visits field on the header In item end user sequence the Contract Visits field is always 0 zero since the field cannot be updated on the header The effect of the line item Visits field varies depending on the value of Item End Users When Item End Users is No Leave the default 0 zero or enter the same number of visits as the end user schedule to add this item to the calls created for the end user Enter any other value to create a separate schedule for the item The item schedule displays before
466. t accounts depending on the charge code the service type you associate with the call the service category or work code of the usage detail or the product line or service group of the item being repaired In the absence of charge product lines the system uses a standard algorithm to determine the relevant product line based on Use Item Prod Line in Service Management Control If this is Yes the system uses the product line of the item being repaired if No the product line of the service type associated with the item being repaired In either case if a product line is still not found the default accounts in System Account Control are used Important Since accounting is such an important part of a business endeavor carefully plan how you use product line accounts in service RQAD 108 QAD 2007 User Guide Service Support Management Fig 3 9 Charging All Service Costs to One Charge Product Line FAQAD Simple or Complex Your setup of charge product lines can be relatively simple or complex depending on how you apply your business practices You can direct service costs to one product line Or at the most complex you can use all fields including charge code work code service category service type item product line and service group Most companies find a policy between the two extremes best meets their needs For example relating product lines to charge codes is one effective way to distinguish and report on costs
467. t line item on the call The title of the Fault Code frame displays as Fault Codes for Call Line x so itis clear which line the codes are associated with Resolution An optional code you define that identifies how the problem is going to be resolved When you enter a service call the resolution code may be blank indicating the call is not resolved The resolution code is normally filled in later once the call is resolved or forwarded Resolution codes can indicate the type of solution such as the adjustment or repair that was made or they can indicate how the call was forwarded such as the entry of an RMA or service request The call resolution is typically more generic than the resolution codes in the Fault Codes pop up Call Management 399 Service Request Validated against service requests created with See Chapter 18 Service Request Maintenance If you associate a service request with Feed dan a call when you create it the SR number displays by default Since page 601 multiple calls can reference the same SR you can also manually enter an SR number Time Spent The amount of time spent on this service call Calculating time can be important to service organizations that bill for telephone support time rather than on site services The system can calculate the time spent If Total Call Time in Call Management Control is Yes the system tracks the elapsed time in decimal hours from the time you enter the Call Info frame I
468. t 405 Display Order The Queue Manager setting in Call Management Control determines how the Call Queue Manager 11 1 6 sorts and displays calls An individual user can override this value with a preference set in Service Support User Preferences 11 21 23 Values can be 0 zero through 3 and each has a different effect on primary and secondary sort orders 0 zero Displays calls by next date and time Pivot sorts by end user 1 Groups calls by assigned engineer then priority Pivot sorts by queue 2 Sorts by the assigned engineer Pivot sorts by end user 3 Sorts by area Pivot sorts by customer When you enter the Call Queue Manager the system displays an informational message describing the sort method currently in use Maximizing Display Area Because of window size restrictions information for four calls displays at one time five calls in the Windows interface Before calls are displayed you are prompted to retain visibility of the search criteria If you respond No the screen clears before displaying calls The display area is optimized so that an additional three calls can be included a total of seven in character and eight in Windows Editing Calls You can edit call records directly from the Call Queue Manager in two ways depending on the Call Maint field Call Maint is No Review the list of calls displayed on the window Press Enter while your cursor is positioned on a call to update call detail
469. t Date Install Date 07 31 2002 New York NY 02929 End Date Warranty End 10 29 2002 Response 4 PO Number PO 4332 Comments When MTZ is H Availability Calls The Week Of 07 29 01 Call Day Fri active Eng Code PrbArea Time ZoneStart End Thu Fri Sat Sun engineer time 575 ESTEDT pena inod io Io zone displays EST EDT gg 00 17 00 i2 12 father Man n AMERICAs SU EDT ga go 17 00 10 10 Iv d gt svowey FST EOT 08 00 17 00 10 10 schedule americasPST POT 0 o Call Engineer Schedule Maintenance Frame When you exit the availability pop up the Call Engineer Schedule Maintenance frame displays as illustrated in Figure 4 13 Use this frame to modify the estimated number of hours to be worked and the start date and time FAQAD 146 QAD 2007 User Guide Service Support Management Fig 4 13 Effect of MTZ in Call Maintenance Call ID CA123 Serial S 100 2304C4 End User 10010003 Item Number 10 10000 User Selection Call Date 07 30 2002 Time Zone PST PDT Ref 0 Time 18 46 Reliable Center OASIS TM COOLING SYST Contract Service Type W 1 Area Start Date Install Date 07 31 2002 New York NY 02929 End Date Warranty End 10 29 2002 Response 4 PO Number PO 4332 Comments When MTZ is active engineer time zone displays rather than area Call Engineer Schedule Maintenance St Date Start Hours Close Tran Nbr Eng TZ P joz 31 2002 Bl 05 30 3 0 n 18 EST EDT ouo When MTZ is ac
470. t Trail to Yes This lets you review changes before actually creating or updating the target price Print Audit Trail The default is Yes Indicates if the system should print an audit report If Yes the system prints a report showing the effect of applying the updates to the target price list If No the system does not print a report FAQAD 220 QAD 2007 User Guide Service Support Management FAQAD End User Tax Taxes for Ca 228 g Call Invoices 222 QAD 2007 User Guide Service Support Management Tip Tax is derived from ship to addresses only if they are defined in Customer Maintenance FAQAD Introduction Use the functions on the Global Tax Management GTM Menu 2 13 in the Addresses Taxes module to set up tax rates and other necessary tax controls Once defined the system applies the various tax parameters to all taxable transactions in the database Each customer supplier product line and item record has a field that determine whether it is normally taxable In SSM you set up GTM tax defaults for end users and for service categories Service categories play the same role for expenses and labor that item master records do for items SSM uses the taxable status and tax codes to determine defaults for the following service documents Return Material Authorizations RMA Returns to Supplier RTS Service Contracts Call Invoices The system calculates taxes for RMAs and service
471. t Type Maintenance Contract Type SERVICE Description Prod Line 100 Restocking Charge 0 00 Duration 0 Call Price List RMA Only 1 Response 0 Credit Price List Comments Response Time UM H Ship Before Return O Priority 0 Contract Price List Coverage Limits Invoice Sort Work Code Curr USD Svc Cat End Date Limit Amount Used Consumed Cy Det Cos n To define a total limit Invoice Sort and Work Code must be blank The system uses the limit data if there are no other limits you can set up simple high level generic limits For example a contract type covers service activity at 50 up to 10 000 This record then applies to any kind of activity in Call Activity Recording When you define a total amount in addition to other more detailed records the system uses it in conjunction with the other limits For example an invoice sort for labor has a 1 000 limit Another invoice sort for items has a 1 000 limit But you want an overall service limit of 1 500 The value in the Amount field when Total is Yes determines an aggregate limit for coverage When you record service in CAR for an item under an active contract with this service type the system compares service activity against this total to see if service is over limit The system still tracks costs against the invoice sort or work code and service category combination as appropriate However when you enter a value and Total is Yes the system also compares the tot
472. t be reloaded into the system By running this function for end users you are deleting parts of contracts If the contract changes you cannot add the lines back Service Contracts 307 When contracts are deleted related data is also removed from the system including billing detail records deferred accrued revenue details preventive maintenance schedules and coverage limit records Contract deferred accrued revenue records can be archived separately P See Deleting with Contract Revenue Delete Archive 11 5 18 23 Sa ecords on page 321 Contract Quotes You can create contract quotes as a preliminary step in creating a contract Contract quotes are the same as contracts except they are not yet effective Create and maintain quotes in Contract Quote Maintenance 11 5 1 1 which functions exactly like Contract Maintenance with the exception of one additional prompt A pop up window displays the Release to Contract field If you specify No to this prompt the quote cannot be released until you change this field in Contract Quote Maintenance Just like contracts you can create quotes in multiple ways Enter them manually in Contract Quote Maintenance 11 5 1 1 Copy them from an existing quote with Contract Quote Copy from Quote 11 5 1 6 Copy them from an existing contract with Contract Quote Copy from Contract 11 5 1 7 Create them as part of renewing expired contracts with Renewal Process Report 11 5 13 1
473. t determines effective limits and levels of coverage Example You have a preventive maintenance schedule for an item that has a yearly PM interval The first call is created from Contract Maintenance on 7 1 02 setting the call open date The PM schedule date 6 30 02 sets the next event date on the call b See Chapter 20 Service Structures and Routings on page 659 gt See Call Generator on page 407 RQAD 344 QAD 2007 User Guide Service Support Management FAQAD A year later you dispatch an engineer to perform the PM service Activity is recorded in CAR The system looks for contract limits effective on the call open date 7 1 02 If you are using effective dates to provide phased coverage the coverage effective when the service is performed may be quite different from the coverage provided a year ago Based on the call open date the system finds the older coverage Another drawback of creating calls far in advance is the extra load the calls place on the system for functions that need to search through the open calls For both these reasons you may prefer to simply set up PM schedules in Contract Maintenance and create the calls closer to when the service needs to be performed How frequently you generate calls can be affected by whether you are using engineer scheduling and how far in advance you want to schedule engineers Scheduling Subsequent PM Calls PM calls are processed in Call Activity Re
474. t number end user customer service type and billing cycle code The value for Start Date represents the beginning date in the first of six dated columns The report is sorted in contract number sequence The level of detail of the output is based on the choice for Day Week Month The Per Column field lets you specify how many of the grouping choices D W M should appear in each of the six dated columns The report displays one line per end user on each selected contract with a line for contract totals The display includes columns labeled Prior and Future These represent the amount of cash flow for contract periods prior to the start date and for the balance of the contract in future periods All amounts are expressed in base currency Contract Deferred Income Report Contract Deferred Income Report 11 5 13 21 2 provides information about deferred and accrued income for invoiced contracts when you are not using Revenue Recognition This usually does not apply to monthly contracts it is more significant for quarterly and annual contracts billed in advance FAQAD 332 QAD 2007 User Guide Service Support Management b See Managing Deferred and Accrued Revenue on page 317 Fig 9 15 Contract Deferred Income Report 11 5 13 21 2 Fig 9 16 Sample Deferred Income Report FAQAD This report is useful if you have contracts with a cash basis revenue type that are not billed in arrears When the payment for the e
475. t stops when you reach the Call Update frame If additional time is taken after this manually increase the time spent Each time you access a call in Call Maintenance the system adds any additional time spent to the current total time When this field is No the time spent defaults to zero and must be entered manually Service Type Defaults from the warranty or contract type defined in Tip the call header While you can modify the service type currently in Sansa oa effect attributes determined by the previous service type are not do not want the changed including response time priority and coverage days The lave e type system considers the limits associated with the new service type however in Call Activity Recording This field cannot be modified once you open a report for the first item in Call Activity Recording Entered By A system maintained field to record the user ID of the person who entered this service call For reference only Print Call If Yes the system prompts you to enter an output device so the call can be printed directly from Call Maintenance Call Printed This is an output only field maintained by the system For a new call this is always No When you print a call the system sets it to Yes This field is for reference only it does not restrict the reprinting of the call RQAD 400 QAD 2007 User Guide Service Support Management Engineer Paging Frame If Page Engineer is Yes the Engineer Pagi
476. t to the new contract or look back at the service type and copy limits from it This field defaults from the value specified for the source contract If the limits on this contract have been heavily customized you may want to preserve them If you have set up effective dates on the contract type you may want to look back at the type to apply the new limits based on the new contract s start date Use this option in conjunction with the Service Type field for full control over service limits If you specify a new service type and indicate that limits should be copied from service type the new limits are applied If prices or price lists have changed since you generated the previous contract you can have the system update the prices If you want to update prices the system uses either the price list associated with the contract s service type Contract Price List is No or the one associated with the contract A contract or contract quote can have multiple lot and serial numbers associated with one line when you use the Serialize option The Copy Serial Detail field determines if the system includes the lot and serial numbers on the new contract When Yes numbers are copied to the new contract When No the system creates a line without lot and serial numbers In this case update the new contract manually since the system does not find coverage for lot and serial controlled items if these numbers are not specified Service Contra
477. t up Service inventory can be complex including everything from tool kits to replacement parts to consumable items such as inks fillers reactants and lubricants Storing service inventory in multiple diverse locations such FAQAD 12 QAD 2007 User Guide Service Support Management FAQAD as mobile field units repair centers service supply depots workshops for refurbishing items adds complexity You also need to track items you return to your suppliers SSM has mechanisms for tracking and managing these situations They are woven into the call activity recording material orders return material authorization RMA and return to supplier RTS functions Installation Service Some equipment requires a technical professional to complete the installation This need is addressed by an interface between sales orders and service You can generate an automatic installation call when an item requiring installation service is sold Preventive Maintenance While most service activity is in response to a breakdown a company can try to prevent failure by offering preventive maintenance Preventive maintenance is servicing an item at regular intervals before it breaks down in the hope of preventing failure In industries such as aerospace manufacturing preventive maintenance is an obvious necessity In other industries such as copiers preventive maintenance has become standard Preventive maintenance requires prescheduling p
478. tails Line item limits Line item comments Line item preventive maintenance schedule The basic flow for contracts when Item End Users is No is the following 1 Enter the contract header Specify the contract type and other header defaults When you complete the header the contract is stored in the database even if you do not enter any line items 2 JIfContract Limits is Yes in Contract Control optionally copy contract type limits to the contract header 3 Enter header transaction comments 4 Specify an end user on this contract and supply end user default information 5 If Contract Limits is Yes in Contract Control optionally copy contract type or contract header limits to the end user 6 Create end user line items and specify associated line item detail FAQAD 266 QAD 2007 User Guide Service Support Management Fig 8 10 Contract Maintenance 11 5 13 1 FAQAD 7 If Contract Limits is Yes in Contract Control optionally copy contract type contract header or end user limits to the line 8 Enter line item comments 9 View and modify item preventive maintenance PM schedule Repeat steps 6 through 9 for each line item associated with an end user 10 If End User Additional Charges is Yes in Contract Control specify end user additional charges and any associated comments 11 View and modify the end user preventive maintenance PM schedule 12 If End User Totals is Yes in Contract Control v
479. te on the call header but can be modified If only one engineer transaction exists for a call updating this field also updates the call s Next Status Date value Start Defaults from Next Status Time on the call header but can be modified If only one engineer transaction exists for a call updating this field also updates the call s Next Status Time value Hours The estimated number of hours required for this engineer to complete the call Defaults from the Estimated Length field If only one engineer transaction exists for a call updating this field also updates the call s estimated length Close Tran Nbr Output only field of the call transaction number and a Yes No field indicating if this call transaction number has been closed Eng Area Displays the service area associated with the engineer Tip If MTZ is active this column is replaced by engineer time zone FAQAD 396 QAD 2007 User Guide Service Support Management Item Service Structure Detail Frame This frame displays only if Call Structure Window is Yes in Call Management Control or if the user executing the procedure has set Call Structure Window to Yes in Service Support User Preferences 11 21 23 Fig 11 26 tem Service Item Service Structure Detail Structure Detail Engineer Area Frame Site ww S Engineer Area Output only field that displays the assigned engineer s area If no engineer is assigned this field is blank Site Indicates the
480. tee er e REY n 403 Call Print 32 toate tis Bias Hh Gidea boa epe sabia c sp shi 404 Call Queue Manager 22st EI ee deb ok Ra RR ade dh eet 404 Display Order eee re bet ek rat C dal tem Er eke 405 Maximizing Display Area 0 0 0 cece ee eee 405 Bditing Calls 4 2 ete e E eI e aue etus a 405 Call Generatot acct ctan idk ide wens toute S ean sda d Pe Eee hr ee deg 407 Generating PM Calls 0 0 eee cece eee 407 Generating Installed Base Calls 0 0 0 0 409 Call Stat s Changes iss eco eDerr eR acelera lace qe ee 411 Completing a Call vic cece dee cea e Ree an 411 Closing a Calls setis peer ia Dee o rese ahaa adie E 414 Canceling a Call 0 ce eects 417 Placing a Call on Hold 0 0 00 eee eee 419 FAQAD 2 QAD 2007 User Guide Service Support Management FAQAD This guide consists of two volumes which cover features of the QAD 2007 Service Support Management SSM module Each chapter documents a key service topic Chapters are ordered based on how you would implement SSM in QAD 2007 Setup issues are discussed first followed by service relationships contracts and warranties calls and call related issues and finally topics related to managing item repairs Other QAD Documentation For an overview of new features and software updates see the Release Bulletin For software installation instructions refer to the appropriate installation guide for your system For conversion i
481. tenance Fields When Call Activity Recording searches for a charge product line it derives the values for charge code work code service category and service type from each line of detail It derives the value for item product line and service group from the item for which you are providing service Charge Code Enter a valid charge code defined in Charge Code Maintenance This field can be blank but if so all remaining key fields must also be blank If you enter a value here the system uses the associated charge product line for the cost of details recorded in CAR only when this charge code is on the line of detail Work Code Enter a work code defined in Work Code Maintenance This field can be blank but if so all remaining key fields must also be blank If you enter a value here the system uses the associated charge product line for the cost of details recorded in CAR only when this work code is on the line of detail Service Category Enter a service category defined in Service Category Maintenance This field can be blank but if so all remaining key fields must also be blank If you enter a value here the system uses the associated charge product line for the cost of details recorded in CAR only when this service category is on the line of detail FAQAD 110 QAD 2007 User Guide Service Support Management Tip This is the product line of the item being repaired not the item issued as part of the repair Tip Thi
482. terms of the company base currency or any other valid currency defined in Currency Maintenance 26 1 These tables determine the prices the system suggests for items and additional items on contracts for items labor and expenses consumed in Call Activity Recording and for expense costs in CAR depending on the price list type Type Select a price list type Choices are C for contracts e R for repairs E for expense costs Currency Enter the currency of the prices on this price list The system uses this price list only if the currency of the service transaction is the same as the price list currency If you do not set up a price list in the currency of the service transaction item prices defaults from the Item Master list price or are blank and you must specify them Work Code Work codes designate what type of work is performed during service activity Set up prices based on the kind of work being done For example preventive maintenance labor may cost less than repair labor or installation labor Work Code does not apply to type C lists Service Group If you assign each item you set up with Service Item Maintenance to a service group that represents your grouping scheme you can base repair and cost prices on the group For items consumed in CAR this is the service group of the item consumed For labor and expenses this is the service group of the item being repaired Product Line Each item in the item master must belong
483. tes must be within the range defined by the header start and end dates Project Enter a default project for line items associated with this end user Blanket End User Enter Yes if this contract provides blanket coverage for items associated with this end user Otherwise enter No This field defaults from the setting of Blanket on the contract header After you have created a line for an end user you cannot change this value You can set up some end users with blanket coverage and some without on the same contract regardless of the value of Blanket in the header FAQAD Service Contracts 279 Purchase Order Enter this end user s purchase order PO number if applicable Whether this field is required depends on the value of the PO Required field in End User Address Maintenance 11 9 1 Auto Renew This field defaults from the value for the end user in End User Address Maintenance 11 9 1 If Yes the system includes contract lines for this end user when you run Renewal Process Report 11 5 13 10 You cannot update this field after the end user is added Currency Enter the currency for this end user If Bill End Users is No currency defaults from the contract header If Bill End Users is Yes currency defaults from the end user bill to address The system searches for line item prices using the end user currency You cannot update this field after the end user is added End User Coverage Limits If Contract Limits is Yes
484. th the call or by the close date You can move only closed calls only canceled calls or both closed and canceled calls matching the other criteria by changing the Move Closed and Move Canceled field values You can also produce a report of calls that would be affected by setting both Move fields to No and both Audit fields to Yes The report is generated to the specified output device Fig 11 38 ASS ACS Closed Call Move caol P to History End User P 11 1 1 21 Date Closed Cancelled E Move Closed Move Cancelled Audit Cancelled 7 Output Batch ID O amp Executing Closed Call Move to History 11 1 1 21 copies closed or Tip canceled calls within the specified date range from the call master ace ca mstr table to the call history chm mstr table then deletes the in the same way call from the call master You can keep or delete and archive this history closing it does with Call Quote History Delete Archive 11 1 1 23 Canceling a Call A call can be canceled only if no activity has been recorded for it The cancel status is an important metric tool Many times customers call in a panic and log a call When they have calmed down they realize the source of the problem and call back to cancel the call FAQAD 418 QAD 2007 User Guide Service Support Management Tip You can move canceled calls to history and archive delete just like closed calls FAQAD Tracking the number of canceled calls can
485. the Installed Base Report Installed Base Detail Installed Base 57 You can add additional details about the installed base item or change its serial number in a final pop up window Installed Bas End User 1008000 Name Custom Homes and Buildings e Item Maintenance End User Address Customer No 1008000 Sort Custom Homes and Buildings Suite 100 County Location TURSISUIM CUULING STST Install Date Item Type Warranty Code Warranty Expiration Quantity Sales Order Ship Date Ownership A reference only field indicating who actually possesses the item Set up values with Generalized Codes Maintenance for field isb_owner Location A reference only field that describes in up to 24 characters the current location of this installed base item at the end user site RETETETICET U HOME INDUST MODEL Rev Level AB 10 21 1993 Parent S Component W 1 Last PM Date 01 19 1994 Next PM Date 10 21 1994 1 0 PM Days 365 10022 Invoice Number 300004 10 21 1993 Comments O Fig 2 18 Installed Base Pop Up State AZ Tip For a large company you might enter the department or individual that uses the item This might be a building location suite number or floor Status A user defined code indicating the status of this installed base item for example BETATEST or OBSOLETE Set up status codes in Generalized Codes Maintenance for the field isb_status New Serial Use this field
486. the days and hours you provide service according to a 24 hour clock To define coverage from 8 00 AM until 5 00 PM you create a service contract type that has service coverage starting at 08 00 and ending at 17 00 hours To indicate no coverage enter a range of 00 00 to 00 00 Call Maintenance uses service coverage in conjunction with Response Time to schedule the call s next status date and next status time Coverage Limits Frame Specify coverage limits in one of three ways 1 Set Total to Yes to specify a total amount covered 2 Entera value in the Invoice Sort field to specify limits for a particular invoice sort 3 Enter a value in the Work Code field to specify limits for a work code and service category combination You can enter a value in only one of these three fields at a time Typically a service organization chooses to track costs by invoice sort or by work code and service category although it is possible to combine the two methods Contract and Warranty Types 191 Fig 5 14 Contract Type Maintenance gt Coverage Limits Contract Type SERVICE Description Frame Prod Line 100 Restocking Charge 0 00 Duration 0 Call Price List RMA Only Response 0 Credit Price List Comments 1 Response Time UM H Ship Before Return O Priority 0 Contract Price List Coverage Limits oO Invoice Sort Work Code TECH Curr USD End Date Limit Amount Used Consumed Cy Det 500 00 0 00 o o O Q Total If
487. the end user schedule If Item End Users is Yes an end user schedule does not exist Enter any nonzero value to create a PM schedule for this line item To help you determine how many visits to schedule for this item the system displays the Days Between PM value specified for this item in Service Item Maintenance Based on this number of days and the duration of the contract the system recommends a number of visits Table 10 1 summarizes the settings for the PM Item and Visits fields when Item End Users is No Table 10 1 Desired Effect PM Item Visits PM Item and Visits Field Setti Exclude item from preventive maintenance No N A HERMES Include item in end user PM schedule Yes 0 or same value as specified on contract header Generate separate PM schedule for this item Yes Any integer other than contract header value Changing an Existing Contract You can add a PM schedule to an existing contract by changing the number of visits to a nonzero value When the system calculates the schedule it divides the number of visits into the remainder of the contract duration RQAD 340 QAD 2007 User Guide Service Support Management Tip Once a schedule exists the system does not recalculate it since calls based a aes at on it may already exist If you change the number of visits when a contract that have schedule already exists manually adjust the dates PM Item set to Yes the system adds them to any existing scheduled Sc
488. them to a valid customer This is essential if you service items sold through distributors or retailers and end users contact your company directly for service The remaining fields on the frame specify basic end user address information specify further details about the end user in End User Address Maintenance If you entered values on the End User Selection frame they are carried over to the appropriate fields If Multiple Time Zones is active you are prompted to specify an end user time zone which defaults from the end user s customer The time zone determines how times are displayed and stored in Call Maintenance when you take a call for this end user Calls for End User Pop Up When you are creating a call for an end user with other open calls you are prompted to display them If you respond Yes you are prompted to display call line item detail You can view calls at the call level or the line item level The call level provides high level information about the call the line item level shows information related to the specific items on the call such as part number and serial number In either window select a call by pressing Enter This replaces the call you were about to create with the one you select This feature helps to prevent creating redundant calls in the system If the call you are taking is about a different item you can add it to the existing call The following lookup displays if you choose not to display call
489. then from Call Default Maintenance then from any default set in Service Support User Preferences and finally from the queue specified as the Default Call Queue in Call Management Control Status This field can be controlled through field security Indicates the position of this call as it relates to the call s life cycle Define call statuses with Call Status Maintenance 11 1 21 1 For a new call status defaults first from Call Default Maintenance then from the Open status set up in Call Management Control Statuses are affected by the Escalation Monitor if escalation is active Next Status The status code that normally comes next after the call completes the first status The next status can default from Call Default Maintenance or you can specify it when you create a status code If escalation is active the escalation sequence sets the next status and the system escalates calls to the next status within a specified time period Call Management 389 Next Status Date Time The date and time the system next updates the call The system calculates these fields in different ways depending on whether escalations are being used When call escalation is in effect the system sets and updates the date and time according to the escalation sequence assigned to the call the Days and Time Allowed in Status fields This date calculation can be affected by Use Calendar Days in the Escalation in Escalation Control Without call escalat
490. ting the direction of the offset GMT is the base for establishing the relationships among time zones and is never affected by daylight saving time adjustments Start Period Only required if Auto Period Adjust is Yes The first day of the week when the change of time occurs entered in MM DD format For the United States daylight saving time normally begins on the first Sunday in April identified by a start date of 04 01 and ends on the last Sunday in October identified by a start date of 10 25 This field in conjunction with the Weekday and Time fields identifies precisely when the time change occurs Tip Set up values for time period as language details to reflect the terms you use Tip Use the MM DD format regardless of the date format you use RQAD 140 QAD 2007 User Guide Service Support Management Tip In the U S time changes always occur on Sunday 1 FAQAD Weekday Only required if Auto Period Adjust is Yes A number from 0 to 7 indicating the day of the week identified by the Start Period field when the time change occurs Enter 0 if the change occurs on the date in the Start Date field regardless of the day of the week on which it falls Enter a number in the range 1 7 corresponding to Sunday through Saturday if the change occurs on a certain day of the week Time Only required if Auto Period Adjust is Yes The exact time of day identified by the Start Period and Weekda
491. tion Update or only if one is not on the field notification The call s next status Corrective work de defaults from Call Status Maintenance Call duration defaults from nun Service Management Control if you use one of its work codes You cannot move a closed field notification call to history unless all related calls are closed The system automatically closes the notification when you close or cancel all calls associated with it Coverage for Field Notifications The calls generated from a field notification have unique coverage needs You do not normally charge these calls to contract or warranty coverage For example if you generate the field notification as a result of a product defect you do not want to consume an end user s contract coverage FAQAD 68 QAD 2007 User Guide Service Support Management b See Charge Codes on page 103 Fig 2 21 Field Notification Maintenance 11 3 12 1 FAQAD Field Notification Maintenance lets you override any existing coverage When you choose this option you can specify a service type for the calls the field notification generates If you use existing coverage select between contract and warranty coverage for those items in the installed base covered by both If you do not override coverage but do specify a default service type the system uses it instead of the Default Call Service Type in Call Management Control for items without either warranty or contract coverage
492. tive prices Renew Single Contract Use Renew Single Contract 11 5 13 8 to renew one fully billed contract Fig 8 29 Renew Single Customer 001 Bill To 001 Contract 11 5 13 8 Bill To PEI Computers Ltd PEI Computers Ltd 37 Atlantic Road 37 Atlantic Road Avonlea A1A ALA 414 A1A Canada Start Date 08 01 2002 Start Date End Date 07 31 2003 End Date New Number Service Type STANDARI Service Type Update Prices Purchase Order Contract Price List CO Currency Renew Limits From Copy Serial Detail O To renew a contract specify its number in the header The new start date defaults to the first of the month following the current end date The system bases the End Date value on the existing contract s duration Service Type also defaults from the existing contract but can be changed FAQAD 304 QAD 2007 User Guide Service Support Management gt For details see Multicurrency and Contract Copy and Renewal on page 253 Fig 8 30 Renewal Process Report 11 5 13 10 Tip Define the default for Auto Renew in End User Address Maintenance 11 9 1 FAQAD Renew the contract with a new number If you leave New Number blank the system uses the next available number If prices or price lists have changed since you generated the previous contract the system can update prices Renew Limits From defaults from the source contract but you can change it You can also copy seri
493. tive the scheduled start date and time are in the end user s time zone which is displayed in the Call Maintenance header The engineer time zone displays for reference in the Eng TZ column If MTZ is not active the engineer s area displays instead labeled Eng Area Displaying Call Information When MTZ is active most SSM inquiries and reports that display call data let you choose how the system presents time information Choose from a list of display time zones including some or all of the following Time zone of the call s end user from End User Address Maintenance Time zone of the call s assigned engineer from Engineer Maintenance Server time zone defined during MTZ setup Database time zone from Service Management Control Current user s time zone from Service Support User Preferences Select Other to manually enter any other valid time zone Figure 4 14 illustrates the Display Time Zone pop up in Call Inquiry 11 1 1 2 FAQAD Call Inquiry User Selection Multiple Time Zones 147 Fig 4 14 Display Time Zone Pop Up Window Assigned PKH Engineer Area End User Status Call ID Open Only O Work Code Call Date Unassigned O Type Item Number Time Zone Output Display Time Zone End User Assigned Engineer Database PST PDT gt Server EST EDT gt Other Select the option you want to use If you choose Other you are prompted to enter a valid time zone Note Display options
494. ts 581 start up utility 128 total limit service types 182 transaction history 40 transactions consuming an MO 652 travel distance Call Maintenance 391 end user 28 time end user 28 unit of measure end user 28 type amount 203 216 area 598 BOM 342 665 C price lists 204 call 355 E price lists 211 EMT shipment 616 633 end user 26 115 invoice sort 524 invoice sorts 86 R price lists 206 schedule 574 576 system 44 55 U unit of measure exchange 207 fixed price 208 price list 203 travel 28 usage code 47 FAQAD QAD 2007 User Guide Service Support Management Use Item Prod Line field charge product lines 107 return material authorization RMA 688 revenue product line 534 Service Management Control 748 WIP product line 547 user exits 793 805 user preferences 117 call priority 118 call queue 118 Call Structure Window 118 Call Time Window 118 escalation default 118 queue manager 117 quote queue 118 V variance in Call Activity Recording 546 W warranties definition 164 end user type 198 FAQAD overlap with contract 260 supplier 45 types 193 Service Item Maintenance 44 Warranty Type Maintenance 198 WIP product line 492 work centers service 670 service support management 673 Work Code Maintenance 84 work codes call default 360 coverage limits 176 definition 82 fixed prices 85 price list 207 uses of 83 Work Order Cost Report 547 Work Order WIP Cost Report 547 work orders
495. ty Recording and CAR warns you if you exceed a limit Only the percentage of coverage affects processing in RMA Maintenance The approach you take is determined by the Contract Limits field in Contract Control Service Contracts 239 Contract Limits Field Contract Limits in Contract Control determines whether the system uses limit amounts when you create a contract and whether you can view and change coverage records in Contract Maintenance When No you cannot define limit amounts for contract types in Contract Type Maintenance only coverage percentages The system applies these coverage percentages to the contract as defined You cannot modify them in Contract Maintenance limit prompts and frames do not display When Yes you can copy limits from the contract type into a new quote or contract and modify them at all levels of a contract header default end users or items and detailed lines Copying limits is discussed in the following sections Copying Limits If Contract Limits is Yes you are prompted to copy limits when you complete the second header frame in Contract Maintenance Depending on the value of Item End Users you are also prompted at lower levels in the contract If you respond with Yes the system copies the limits as defined for the Tip contract type into the header If you respond with No limits are not Pn copied but you can define limits unique to this contract modifying limits rather than starting Wh
496. u cannot move end dates inside the range defined by limit effective dates Price List Enter a code identifying a type C contract price list to use for this contract Price list defaults from the Contract Price List field on the service type in effect The header price list is used to price contract wide additional charge items You can change the price list at any time However the new price list affects only new records added to the contract existing prices are not recalculated The line item price list is determined by the service type associated with the detail line Purchase Order Specify a purchase order number for this contract This field is required if the customer has been defined to require purchase orders in Customer Maintenance 2 1 1 Credit Terms Enter the credit terms code that applies to this contract Credit terms default from the header bill to address Salesperson Enter the salesperson to receive a commission and quota credit for this contract Salesperson defaults from the customer The salesperson information on each line item defaults from the salesperson and commission rate entered on the header You can change commission on each line item Commission Enter the commission percentage this salesperson is to receive Multiple Indicate if more than one salesperson is responsible for this customer order If Yes a pop up window prompts you to enter up to four salespersons and corresponding commissions when you
497. u cannot update this field manually The system updates it when invoices are posted Note Use Limits Consumption Inquiry and Limits Consumption Report 11 5 13 21 4 and 11 5 13 21 5 to view consumed posted amounts and used unposted amounts recorded in CAR separately Service Contracts 277 End User Default After completing header limits you specify an end user with items on the contract Fig 8 13 End User Default Address Frames Number 207 Item End Users Bill End Users End User 1001004 Customer 1001000 Bill To 1001000 Service Type SC 1 End User Default End User PFU P Customer 1001000 Bill To 1001000 ww End User Ship To Overlook Reliable Reliable Central Purchasing Hansom Building Attention Accounts Payable 455 Gress Street 300000020 Century Blvd Overlook Los Angeles United States of America United States of America End User Enter the address code of an end user with associated items Address information of this end user displays This field is validated differently depending on the setting of Bill End Users When Bill End Users is No enter an existing or new end user address code If the address does not exist you are prompted to create it Customer and bill to default from the header and you cannot change them When Bill End Users is Yes enter an address defined as a customer in Customer Maintenance If the customer is not also defined as an end user you are prompted to create the
498. uence Coverage Limits on page 276 Item Default The Item Default frame displays next This frame looks similar to the item detail frame but you only specify limited information here such as the item number and other attributes of the item that default to the specific item instances owned by each end user If you specified a source for items earlier the system creates default item lines for the items you selected FAQAD 294 QAD 2007 User Guide Service Support Management Fig 8 22 Item Default PD rR Number 1234 Customer 001 Bill To 001 Ln Format S M Single Item Default Svc Type Supported Item Item Qty Serial Net Price STANDARI 10 10000 1 0 100 00 Serialize Billing cycle Mo P Reference 0 Taxable E Billed Count 0 0 Comments Cost Start Date 08 01 2002 Bl Product Line w 10 P Disc Pct End Date 07 31 2003 Bl PM Item List Price 100 00 Price List Auto Renew O Extended Price 1 200 00 Description OASIS TM COOLING SYST Service STANDARD SERVICE CONTI Sales Account Discount Account ov In this frame you cannot specify serial serialize reference or PM item Item Default Coverage Limits If Contract Limits is Yes in Contract Control you are prompted to copy limits to the default item If you previously copied limit detail into the contract header you can copy default item limits from the header or the contract type See Header This frame is exactly the same as the header coverage limit frame in en
499. ult in Call Management Control Call Priority Enter a number indicating how important this call is Lower numbers indicate higher priority In order of precedence the value in the Priority field defaults from The Call Priority field in End User Address Maintenance Service Setup If this field is zero then depending on whether the item is covered under a warranty or service contract the default comes from the Priority field in either Warranty Type Maintenance or Contract Type Maintenance f the item is not covered under warranty or contract the default is the priority of the Default Call Service Type in Contract Control The system uses user preferences if none of the above apply Generalized Codes for Service QAD 2007 uses generalized codes which you define in Generalized Codes Maintenance 36 2 13 extensively They give you flexibility in organizing and implementing functions since you can define values that are meaningful in your own business environment In the Service Support Management module you can define generalized codes to shape how you record and manage service activity information Table 3 6 lists most of the codes referenced by service functions Use it to plan which codes to use in your implementation Code Label Where Used ad state State End User frame of Call Maintenance ca resolve Resolution Call Update frame of Call Maintenance ca resolve ca sever
500. ult value for new contracts is set in the Revenue Type field in Contract Control You can choose one of three ways of recognizing revenue Cash Basis In cash basis accounting revenue is recorded in the period it is actually received Accrued In accrual basis accounting revenue is recorded in an Accrued Revenue account in the period in which it is earned even though cash is not received in that period To use this revenue type Bill Arrears must be Yes When you invoice at the end of service coverage this lets you post accrued amounts during the duration of the contract FAQAD 318 QAD 2007 User Guide Service Support Management FAQAD Deferred In deferred accounting collected revenue is held in a deferred account and is posted periodically over the contract duration To use this revenue type Bill Arrears must be No You invoice at the beginning of the contract coverage and perform your normal invoicing procedure Total revenue is posted to a Deferred Revenue account and moved periodically over the duration of the contract Note Only general revenue is accrued or deferred discount taxes and additional charges are not Revenue Accounts If you are using deferred or accrued revenue types set up Deferred and Accrued Revenue accounts at the system level by product line or for combinations of product line channel site and customer type To find deferred and accrued accounts the system searches first for alternate sa
501. ultiple Time Zones 139 Description Enter up to 40 characters describing this time zone The description appears on the time zone pop up in various service functions Auto Period Adjust This field indicates whether the system should adjust the time zone you are defining for a given period usually daylight savings time or its equivalent Yes Define the period to be adjusted in the subsequent detail frame No Time Period defaults to STD standard You cannot change it Time Period This field is editable if Auto Period Adjust is Yes Valid choices are STD for standard time Day for daylight saving time and Sum for summer time You can define details for two periods a standard period and a special adjusted period for daylight savings or its equivalent This field determines which of the detail fields are required Start Year The beginning year of a range to which this time zone definition applies In some countries the implementation of time zones varies from year to year Using start and end dates you can set up multiple records effective at different periods of time End Year The ending year of a range to which this time zone definition applies If you do not know when the current definition ceases to be effective use an end year such as 9999 GMT Offset Enter the actual offset in hours and minutes from Greenwich mean time GMT for this time zone Enter this number with either a plus sign or minus sign indica
502. use the normal contract or warranty coverage If No you can choose between contract and warranty coverage for those items in the installed base that are covered by both If Yes enter a valid service type in Default Service Type for coverage terms If No you can still enter a value for Default Service Type The system uses the value instead of the Default Call Service Type in Call Management Control for installed base items without coverage Preferred Coverage Warranty Contract The system uses this field if overlapping coverage exists for an installed base item and Override Service Type is No FAQAD 72 QAD 2007 User Guide Service Support Management Tip Set to Yes to run in batch Fig 2 24 Field Notification Delete Archive 11 3 12 23 FAQAD Default Service Type The effect of this field depends on Override Service Type If Override is Yes this field determines the terms and conditions of coverage for calls generated by this field notification If Override is No this field is optional and determines the terms and conditions only for call items that do not have current warranty or contract coverage Print Report Indicate whether the system should generate a printed report listing the calls created If Yes you are prompted for an output device for the report and Batch ID If No a report is not generated but a message does display when execution completes indicating the number of calls created and the range of call
503. using a service type with coverage hours that do not include the call open time 4 Blanket contract for the end user and item covering the call open time 5 Blanket contract for the end user and item not covering the call open time 6 Blanket contract for the end user covering the call open time 7 Blanket contract for the end user not covering the call open time It is unlikely that any one item would have all these coverage sources The lookup appears only if more than one source of coverage exists If you do not select one of the listed coverage sources the system uses the first by default When it creates calls in the background the system uses alternate methods for determining the coverage to select based on a standard method of prioritizing coverage sources Installation calls created during invoice post always use warranty coverage if available then the highest prioritized contract coverage Coverage for calls created in the Call Generator is based on your input selection of Warranty or Contract PM calls created as part of Contract Maintenance always use the contract from which they are generated RQAD 378 QAD 2007 User Guide Service Support Management Tip If MTZ is active open date and time are relative to the end user s time zone Table 11 4 Call Maintenance Frames FAQAD Call Open Date Time and Coverage When the system searches for call coverage it uses the call open date and time It
504. vice Engineers and Schedules 11 13 The individuals in the service organization who are responsible for resolving calls are normally set up as engineers Use engineer scheduling functionality to streamline the assignment of engineers to calls in Call Maintenance Engineer paging functionality enables an engineer to be paged when a new call is assigned Area Management 11 15 Set up and associate service areas with end users and engineers to assist in the call scheduling process You can also set up default sites by area Service Structures and Routings 11 19 Service structures BOMs list the items normally required to complete a service activity and service routings define the steps or operations that must be taken If these are defined you can specify them on a call and print them on the call as instructions to the engineer You can also load them automatically into Call Activity Recording greatly streamlining the data entry process Setting Up Calls This section discusses setup issues directly related to calls call status codes call type codes call queues call defaults and call control program settings Table 11 1 lists functions on the Call Setup Menu 11 1 21 Menu Number Description Program 11 1 21 1 Call Status Code Maintenance fscasmt p 11 1 21 2 Call Status Code Inquiry fscasiq p 11 1 21 4 Call Types Maintenance fsfctmt p 11 1 21 5 Call Types Browse fsbr028 p 11 1 21 7 Call Queue Maintenance fscaqmt p 11 1 21 8 C
505. vice Management Control to No so that you can take calls for any item Then set the field in Contract Control to Yes so you provide coverage for items in the installed base only You can define any combination of Yes and No values for the two Items in Installed Base fields However setting Items in Installed Base to Yes at the system level and No at the contract level can create problems if you do not ensure that covered items are added to the installed base later Otherwise you will not be able to create a call for an end user with valid contract coverage Restricting the Installed Base to Inventory Items When implementing SSM you must decide which items to include in the installed base When Items Must Exist is Yes in Service Management Control the installed base includes only inventory items For installed base records to be created when you ship inventory items on a sales order you must also use Service Item Maintenance 11 3 7 to set Installed Base to Yes Effect of Setting Items Must Exist to No When Items Must Exist is No service personnel can take calls for items not in your item master This means you service items that you do not manufacture and sell Consider carefully servicing third party items and the consequences of having items that you do not manufacture or stock in your installed base Items not in the item master are memo items ISB records for memo items are exactly like inventory items You can add records in In
506. vice organizations require a quotation process in selling services to prospective customers Quotations state the cost of a service contract or the cost of service activity generated by a call A call quote outlines the labor expenses and replacement items required for service or repair work Queue and Escalation Management Call management uses queues to categorize calls and assign them to service personnel In some cases the system forwards calls if you do not close them within a certain time This forwarding is call escalation Call escalation tries to ensure that you resolve calls within defined rules If a call is not solved the system escalates it to a more visible queue often managed by more highly skilled service personnel Each service organization must set up these queues based on business requirements Once a queue structure is established decide if you need call escalation If you do carefully plan the call escalation sequence Engineer Scheduling Once you establish queues and escalation sequences most service organizations need a controlled method for assigning service personnel to calls SSM provides powerful engineer scheduling based on a point system Your criteria for assigning points is used to recommend engineers to assign to calls Service Inventory Tracking service inventory can pose special problems You may manufacture some items used in service and already track them in inventory Others you may need to se
507. warned in both cases when the system has recalculated the net price based on a change to Discount and prompted to continue Contract Additional Charge Pricing Pricing for additional items on a contract is similar to contract line item pricing In both cases the system distinguishes between a price found on a price list and one you enter when net price defaults to zero When the list price for the additional charge item is found on a price list it never changes If you change the net price the difference is reflected as a discount When a price is not found on a price list and you enter a net price any changes to the net price resets the list price In this case you must enter a manually specified discount Fixed additional charge items can represent either a positive or negative amount depending on the value for item quantity However you cannot update item quantity when there is a percentage additional charge For a percentage additional charge the system determines whether the item is an uplift or discount based on the amount type of the price list If the percentage additional charge is not on a price list the system applies it as an uplift If you want a percentage additional charge item to be treated as a discount define it on a discount price list Contract Currency When you create a contract you can specify a currency The currency initially defaults from the currency for the customer bill to associated with this c
508. will be returned and defaults a value into the quantity returned field of the Item Usage frame The value of repairable affects the default return locations suggested by the system during return processing in CAR Days Between PM Specify the length of the preventive maintenance PM cycle for this item in calendar days A nonzero value has the following effects The system adds this value to the install date to determine the initial Next PM Date value in Installed Base Item Maintenance 11 3 1 When this item is added to a contract the PM Item field defaults to Yes You can attach a PM BOM and routing to this item in the Service Structure Data frame without a warning The system uses this value when you close a PM call and Create PM Calls is Yes in Contract Control 11 5 24 to calculate the next PM date The Days Between PM is added to the PM call closure date Usage Code Specify an optional code you set up in Generalized Codes Maintenance for field pt svc type This field is for reference only and displays on some reports and inquiries Service Group Specify an optional code you set up in Generalized Codes Maintenance for field pt svc group to group types of service costs You can use Service Group in setting up call defaults default sites price lists and charge and revenue product lines Service Category Enter a service category defined with Service Category Maintenance 11 21 9 for items exchanged items or c
509. with escalations If both are in effect when you create a call in Call Maintenance some defaults may not be used When you create a call directly in Call Maintenance the escalation sequence always determines the values for Status Next Status and Queue Calls created by the system in the background installation calls from invoice post and PM calls from contract schedules are not initially affected by escalations This is because these calls are normally scheduled some time in advance The system escalates the call only after the call reaches the next status date and time initially set by the system Call Management 359 Default Key Values Call defaults are built around three key call attributes work code model and service group When you define a set of defaults you use one or more of these keys Then when you create a call in Call Maintenance you can select the set of defaults you want to use based on this key If the system cannot find a set of defaults that matches the values specified on the Call Defaults pop up it continues looking for less exact matches The system looks for call defaults with any combination of values in the key in the sequence listed in Table 11 2 Table 11 2 Search Service Search Order for Order Work Code Model Group Call Default Key Values 1 4 V V 2 V 4 3 4 4 4 4 4 5 4 6 4 T 4 8 Note The value the system uses for category in the search is
510. with product lines Charge Codes With charge codes you can indicate who is responsible for paying for service activity you record in Call Activity Recording Charges may be watranty contract covered billable fixed billable project or giveaway for each item and each call Charge codes give service personnel the freedom to make effective business decisions for every detail they record while handling a call Example In many markets repairing a troublesome item for free or using a goodwill replacement helps preserve an important customer relationship However you probably do not want to provide all service on the call at no charge Charge codes can designate a particular item as giveaway yet keep normal billing for the rest of the service and items on the call Service personnel can implement a decision quickly and efficiently by changing the charge code on the troublesome item for this call Service Limits Invoice sort service category and work codes create a flexible way to design warranty and contract types You can create as many work codes and service category codes as you need and combine them in almost unlimited ways With the combination of invoice sort or work code and service category you can track and manage service activity at a summarized level or with as much lower level detail as you need Product Lines Charge and revenue product lines control the flow of service activities into appropriate GL accounts Sepa
511. within the range defined by the earliest and latest call open dates referencing the call Add new limits when open reports exist Before you can update a contract line referenced on a call the calls referencing it must be closed and moved to history Deleting Contract Line Items You can delete line items on a contract except when The line has been invoiced To preserve the integrity of invoice history the line cannot be deleted Use Contract Delete Archive instead A call referencing the contract line exists Close the call and move it to history Then you can delete the contract line Contracts for End Users with Items To design a contract for end users with items set Item End Users to No in the contract header Figure 8 9 illustrates the various levels of the contract and the components within each level Service Contracts 265 Fig 8 9 Contracts for End Contract Header Users with Items Customer and customer bill to address and defaults Header service type and other defaults Billing information Contract wide limits Contract wide additional charge items Customer tax defaults Header comments End Users End user addresses and defaults End user tax defaults End user limits End user preventive maintenance schedule End user additional charge items End user totals Detail Line Items Line item details item number quantity price billing cycle start end dates Line item tax de
512. works from 8 00 to 17 00 At 23 00 MST MTD it is 17 00 in Sydney The system considers Joe available at 23 00 MST MTD if Field Engineer is No for him since schedule times are relative to his time zone If he is a field engineer the system interprets schedule times relative to the display time zone and considers him unavailable The report output is identical to the output in the Engineer Availability frame in Call Maintenance except it does not include the point totals User Preferences Each user can set up defaults for some fields with Service Support User Preferences illustrated in Figure 4 18 When MTZ is active users can define a preferred time zone with each user The current user s time zone is one of the display options available for call information and reports Multiple Time Zones 157 x Fig 4 18 Service Support User Preferences Service Support User ID tmd Tamara M Dillon User Preferences 11 21 23 Queue Managerii Escalation Default I Call Queue MEI Quote Queue Quote Call Time Window Call Structure Window Call Priority 100 Time Zone E Note Time zone for end users initially defaults from the server time zone defined in Service Management Control This is true even when a different time zone is associated with the user in User Maintenance 11 3 18 Other Service Functions Most other service functions are unaffected by Multiple Time Zones Material orders are unaff
513. x included and tax usage Call Header Defaults When a call is taxable you can review and modify the five GTM data elements in a pop up that displays in the Call Activity Recording header These elements default from the end user on the call FAQAD 226 QAD 2007 User Guide Service Support Management Fig 7 3 uU GTM Tax Data in Call Activity Recording CAR Header Call ID CA127 Bill To 1006000 End User 1006000 TZone PST PDT Bill To End User Pop up for Sterling Industries Tax Usage 2000 Broadway Tax Environment GTM tax data Tax Classi GTM P in CAR header new vork Taxable Tax Ini United States of Ameri Status NEW Channel Currency USD Language Priority 10 Assigned PKH Taxable 07 23 2002 Contract Work Code TECH Terms 2 10PROX Price List SSM1 Queue CUSTOMEI Site 10000 PO Number 12353 Expire Date Caller Rusty Gates Reference Phone 202 337 5539 Comments O Detail O Description 3 units are down and need immediate attention The From and To zone values associated with a call and the tax class of the To address determine the tax environment for the call header e For all call activity the geographical location of the end user county city and country determine the To zone value The tax class is the class associated with the end user in End User Address Maintenance The From zone is the site associated with the call header Under GTM you must define e
514. xample a service center may service North America Canada or just the province of Ontario You can define call queues and assign engineers for each service area The engineer scheduling sequence in Call Maintenance awards points to engineers with an area matching the end user initiating the call Escalation Number Enter an optional code indicating the escalation sequence for calls initiated by this end user Any sequence here overrides escalation defaults set in Call Default Maintenance Service Support User Preferences or the standard escalation in Escalation Control Travel Distance and UM Enter the distance in the travel unit of measure from the service center to this end user The unit of measure is M miles or K kilometers and defaults from Call Management Control Values specified here display in the Travel and Estimated Time frame of Call Maintenance Travel Time This value designates the number of hours required to travel between an end user installation and the service office It also sets the default for the Travel Time field in the Travel and Estimated Time frame of Call Maintenance and can help calculate the estimated time for the call Note that the system does not include travel time when calculating engineer load it is only for reference Installed Base 29 Processing Defaults The next frame of End User Address Maintenance defines defaults for an end user that are used by other functions Fig 2 6 Create ISB
515. y You cannot leave this field blank and you must specify a service category with one of the expense fields set to Yes otherwise a message displays Specify additional charge items only on a contract price list Specify Amount Type P for expense costs since there is no base for a discount or markup Specify Amount Type P for a fixed amount additional charge Specify Amount Type M or D for percentage additional charge Specify a minimum quantity of one or less for a percentage additional charge A percentage additional charge applies to an entire service contract Therefore you cannot set up multiple prices for it Service Pricing Maintenance Figure 6 5 illustrates Service Pricing Maintenance 11 17 1 Remember when setting up price lists that you cannot use all fields for each type of price list and not all combinations of fields are valid Table 6 1 and Table 6 2 summarize valid combinations Fig 6 5 Service Pricing Price List SSM1 Type C C R E Contract Pricing Maintenance Currency USD 11 17 1 Work Code Product Line Service Group Service Category Item Number 10 10000 OASIS TM COOLING SYST Unit of Measure EA Unit of Measure EA Start List Price 3 900 00 Expiration Amount Type P Min Qty FAQAD 214 QAD 2007 User Guide Service Support Management FAQAD Price List Price list codes identify a pricing structure that defines specific prices at different quantity levels State prices in
516. y design or performing preventive maintenance When a call is created it is created with the ultimate intention of closing it Closing a call means the problem question or service situation has been resolved to your standards SSM functions work together to enable a service organization to Create calls e Maintain visibility over call status Change call status automatically based on user defined criteria Select an appropriate engineer for the call Call Management 349 Order items to service a call Record activity items labor expenses for a call Create invoices for service activity Other functions provide alternate ways of resolving calls such as creating an RMA RTS or service request The operation of these functions depends on call setup and control program settings These enable each company to tailor the call management process to their own business needs and requirements Setup for Call Maintenance Call creation can be relatively simple or complex depending on the system features you are using The basic process requires the following Implementation decisions about the installed base must be made You can create end users directly in Call Maintenance but at least one customer must exist At least one service type must exist to provide default coverage If you provide warranties or contracts you must define them Associate warranties with service items in Service Item Maintenance Set up
517. y billing Run Revenue Recognition every month until the billing cycle is complete Then release the contract for billing to generate a pending invoice Print and post the invoice This creates the following transactions Debits Accounts Receivable for all billed months Credits Accrued Revenue for all billed months For accrued revenue running Revenue Recognition creates revenue records that can be displayed with Deferred Accrued Revenue Report The report shows the total amount to be accrued the amount already accrued the amount remaining to be accrued and the number of periods left for accrual Contract Billing 321 Viewing Deferred Accrued Revenue Records Run Deferred Accrued Revenue Report 11 5 18 22 to display records created and updated by Revenue Recognition Deferred Accrued Revenue Report Service Contract 1P sold To P Prjec P Revenue Type Accrued sj Output Batch ID You can select records by range of contract number customer code and project You can display either accrued or deferred records on one report you cannot display them together fssdefrp p 11 5 18 22 Deferred Accrued Revenue Report Date 02 19 02 Page 1 MOW Industries Time 12 09 48 Accrued Revenue Report Service Contract 640 Sold To 101 Project Remaining Periods Item Description Eff Date To be Accrued Accrued Revenue to be Accrued Left 1000 Service Item 03 01 01 180 00 15 00 165 00 11 0 Totals 180 00 15 00 165 00
518. y fields using a 24 hour clock when the time change occurs Enter this time in standard time In the United States enter 02 00 when switching from standard time to daylight saving time but 01 00 when switching from daylight savings time back to standard Effects of MTZ MTZ has wide ranging effects on other service functions The areas impacted discussed in this section include Customers and end users nstalled base Call management Engineer scheduling Customers and End Users If MTZ is active you can associate time zones with customers and end users The time zone for new end users defaults from the customer Customer Maintenance 2 1 1 Figure 4 7 illustrates the pop up that appears in Customer Maintenance 2 1 1 when MTZ is active The system uses the customer time zone as the default for end users associated with this customer Multiple Time Zones 141 Fig 4 7 Time Zone Pop Up Customer Address in Customer Customer 10010001 Maintenance Name Westwood Reliable Q 1 1 Address Westwood Shopping Center Address 77 Sunset Strip Address Block B 2 City Westwood State CA Post 89029 Format 0 Country United States of America USA County 001 Attention Rosetta Stone Time Zone PST PDT Telephone 213 923 0293 Ext Fax Telex 2 Added 10 09 1988 Customer Data Taxable 0O Class Price Table SIC Discount Tbl 10 Partial OK Fixed Price Note If a customer is also an end user y
519. you cannot delete the customer in Customer Maintenance until you delete the end users using End User Address Maintenance Implementing the Installed Base If you decide to track the installed base you must make a number of other business decisions such as the following Do you want items added to the installed base when they are sold or will you manually add them perhaps when registration cards are returned Will items you do not manufacture be added to the installed base Will you support only those items recorded in the installed base Do you normally support only a special subset of items marked as system level Installed Base 35 Do you have different installed base requirements for items that you cover on service contracts Of the items you manufacture which ones do you want included in the installed base Do you want to track items in the installed base for all end users or only for certain end users with special requirements Do you need to track parent items only or also components in the installed base Will you track replacement parts when an item is repaired and add them to the installed base Do you want to keep an audit trail of manual updates to the installed base Your decisions regarding the installed base are implemented in through control program settings Figure 2 11 illustrates settings in Service Management Control that affect the installed base Fig 2 11 i Service Ma
520. you can further refine or customize the limit template at the contract level for end users or default items and on individual lines within the contract This topic is discussed in detail in Chapter 8 No Coverage or Zero Percent Coverage Because of the way the system looks for limits defining a limit record with zero percent coverage can have a slightly different effect than not defining any coverage If you define a record with zero coverage you have more control over the charge codes the system suggests in Call Activity Recording In this case the system suggests the over limit charge code associated with the record If no record exists the system suggests the billable charge code in Default Charge Code Maintenance Contract Type Maintenance This section provides a field reference to Contract Type Maintenance 11 5 10 Header Frame Many important features that determine coverage display in the Contract Type Maintenance header Prod Linej100 Restocking Charge 0 00 Duration 0 Call Price ue P RMA Only Response 0 Credit Price ist 1e Comments Response Time umiH P Ship Before Return Priority 0 Contract Price List e O Q Contract and Warranty Types 187 Contract Type and Description Enter a code to uniquely define this contract type and a brief description The description appears in the lookup that displays when you select service types Prod Line
521. ype for contract prices and percentage additional charges and for repair prices for items M Markup 96 Markups are percentages the system adds to the item GL cost at the relevant site Use the type M amount type for contract prices and percentage additional charges for repair prices for items labor and expenses P Price A type P price list specifies a price amount Use the type P amount type for contract prices and fixed additional charges for repair prices for items labor and expenses and for expense cost lists Min Qty The minimum order quantity required for this price structure to apply Quantity sets different prices at different order quantities For example you may offer a lower price when more than 5 items are consumed in CAR or more than 10 hours of labor are used The system allows up to 15 different quantity levels Enter quantity levels in ascending sequence If you want the system to calculate prices for partial units set up a price for a minimum quantity of 0 The system uses this price if for example it records a half hour of labor For an additional charge item of type P for percentage Min Qty must be 0 or 1 and you can specify only one quantity and price combination Price Discount Markup 96 The price the system uses when calculating prices for this quantity level The label of this field changes depending on Amount Type Price represents an amount if the amount type is P it represents a discount p
522. ypically uses calls to manage customer contact and track service activity Call management functions include engineer scheduling escalation sequences to ensure timely response and creating service requests for managing long term product design issues Managing Service Activity Product Structures and Routings Service product structures and routings specify the components required in a service activity and the sequence of steps to follow You can define multiple service BOMs and routings for different activities such as installation preventive maintenance and repairs BOMs and routings streamline the process of recording activity for a call and can be used to manage repairs in a repair center Call Activity Recording and Invoicing Call Activity Recording tracks the service activity that results from response to a call Material orders MOs manage inventory consumed on a call Once activity is complete Call Invoice Recording creates billing for service activity Introduction to SSM 15 RMAs and RTSs Service organizations can manage the return replacement and shipment of items using return material authorizations RMAs You can release the RMAs to a repair work order to be completed in a repair center Returns to suppliers RTSs manage items that must be repaired by another organization General Service Work Flow The four functional areas illustrated in Figure 1 1 determine a natural flow and logical progression from 1
523. zones are valid and appropriate for your business practices Use Multiple Time Zones Report or Inquiry to review definitions and ensure they conform to your requirements Each organization is responsible for maintaining and updating time zone data to correspond to changing realities and business requirements If needed you can delete existing time zone data and reload the sample data When you activate Multiple Time Zones specify a valid time zone for your server machine If you do not load default time zone data you must create the server time zone with Multiple Time Zones Maintenance before Multiple Time Zones 131 you run the utility Once MTZ is activated you can no longer change the Server Time Zone field in System Account Control 36 1 It is updated by SSM programs The startup utility makes the following changes when you initially activate MTZ Optionally deletes existing time zone data and loads a set of default time zones Sets Server Time Zone and Multiple Time Zones in Service Management Control Also sets the Server Time Zone field in System Account Control 36 1 Sets Database Time Zone in Service Management Control to the server time zone if it is blank Initializes all customer end user and engineer address records so their associated time zones are the server time zone Note You can only specify the server time zone the first time you activate Multiple Time Zones Use Server Time Zone Change Uti

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