Techs have the ability to put in a Services request through the Work Module. This functionality works well in situations when the SCS is not on site or may be unavailable for some reason. However, many sites choose to request Services through a manual requisition in the CLIENT instead, because, in the long run, it takes fewer steps.
This document will walk you through completing a services request through the Work Module.
Steps in the screenshots correspond to the numbers in the headings.
Technician Steps
1. Go to the Task in the Work Module. Click on the Parts Badge.
2. Select +ADD SERVICE.
Complete all the necessary information in the pop-up box.
3. Provide a description of the Service.
4. Give the Supplier Name if known.
The Tech may/may not know this information. If not, the SCS will need to complete this info before releasing the Req to the buyer.
5. Enter the cost if known.
The Tech may/may not know this information. If not, the SCS will need to complete this info before releasing the Req to the buyer.
6. The Priority defaults to 3-Normal. You can raise or lower it if needed.
7. The Need by Date defaults to 7 days out. If you want to adjust it up, you must first raise the priority to a 1 or 2.
8. The location defaults to whatever is set on your place record. It can be changed if necessary.
9. After Hours Emergency PO would only be used in exactly those circumstances: After Hours (no SCS or Buyer available, and a PO number is needed immediately.) Remember the site is still responsible for ensuring that the vendor has liability insurance on file.
10. Notes are optional.
11. Once the required info is entered, the Tech would save the info.
At this point, an escalation kicks off to the SCS listed in the place record at the site.
SCS Steps
12. Go to Service > Escalation.
13. Expand the red chevron in the search field.
14. Under the general tab, choose "Service Assistance Requested" under type.
15. Enter your site's ship to address in the Place id field.
16. Click on the down arrow next to the green magnifying glass.
17. Click the green magnifying glass.
18. Choose Due Today from the menu.
19. The records will load.
20. Go to the latest record by selecting the blue hyperlinked Escalation ID.
21. Confirm the information on the Escalation.
22. Information highlighted in green will transfer over to the Req.
Please note: the Part need status MUST stay at Entered!
23. The information highlighted in red will NOT transfer over to the Requisition so it is easiest to copy this down to either a text notepad or a paper note.
24. If the owner, as highlighted in yellow is not your user id, you must change it to your user id before you can go on. You will do this back on the escalation screen.
25. Do not change any info on this screen. Breadcrumb back to the Escalation.
26. To change the Owner, type your User ID over the one that is already there.
27. Change the approval status from Pending to Approved.
28. SAVE.
29. This will automatically change the Status to CO (Completed.)
30. It will also automatically change the escalation status to Completed.
Once the Escalation is approved and completed, a Req has been created for the SCS to release.
31. Go to Inventory> Purchasing > Purchase Order.
32. You can see that there is missing information on the Req.
The Supplier, Notes, and Description are missing. The Service Category is also missing.
Don't forget to confirm the setting of the the billable checkbox to ensure it is correct.
33. If you didn't write down the information from the escalation, you will have to look it up again.
33.1. Start by searching for the Work Order as listed in the GNS PART LINE (as shown with the red box above.)
33.2. Click on the Task tab and hyperlink into the task. The breadcrumb should say Work Order > Task.
33.3. Click on the Part Needs Tab.
33.4. Click on the Sequence number on the line. Notice that the Part Need Status is Canceled now. That doesn't matter. Once the escalation is approved and the Requisition is created, the Part Need status goes to canceled.
33.5. Here you will find the information to complete the requisition.
34. Complete the information on the req.
35. Confirm the information is correct.
36. Check the release box
37. Save.
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