Create or modify service orders and repair lines

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012

You can create a service order and its service repair lines at the same time by using the Service Order Wizard. Alternatively, you can create a service order that does not include repair lines by using the Create service order page. You also use the New service order line page to add service order lines to a service order, and the Edit service order page to change an existing service order.

Note

Before you can add repair lines to a service order, the service object relation must be set up in the Microsoft Dynamics AX client. For information about service object relations, see View service object relations.

Create a service order and repair lines

If you want to create a service order and service repair lines at the same time, you must use the Service Order Wizard. You can add more repair lines later.

  1. Click Service management on the top link bar, and then click Service orders on the Quick Launch.

  2. On the Service orders page, on the Action Pane, click Service order wizard.

  3. On the New service order page, in the Service agreement field, select the service agreement that the service order is based on.

  4. The following step is optional. In the Description field, change the description of the service agreement.

  5. In the Preferred service time fields, enter the date and time of day to perform the service and then click Next.

  6. On the next page, in the Service name field, select the location where the service occurs.

    Note

    If a service agreement is selected, the field displays information that is specified for the selected service agreement. You can change the information for the service order.

  7. In the Delivery address field, select the address where the service occurs.

    Note

    The full delivery address displays in the Address field. You cannot change the information for the delivery address.

  8. Click Next.

  9. On the next page, in the Service object relation field, select the item to repair.

  10. In the Service responsible field, select the worker who manages service for the customer.

  11. In the Condition field, select the condition that is present when the malfunction occurs.

  12. In the Symptom area field, select a general category for the malfunction.

  13. In the Symptom code field, select a specific characteristic of the malfunction.

  14. In the Title field, enter a title for the repair line, and then enter any additional information about the repair in the Text field.

  15. Click Finish to create the service order.

Create a service order and add lines later

If you want to create a service order and then add repair lines later, use the Create service order page.

  1. Click Service management on the top link bar, and then click Service orders on the Quick Launch.

  2. On the Service orders page, on the Action Pane, click Create service order.

  3. On the New service order page, on the Identification FastTab, in the Customer account field, select the customer account for the service order.

  4. In the Service agreement field, select the service agreement that the service order is based on.

  5. If the service order is part of a project, select the project in the Project ID field.

  6. In the Description field, enter a description of the service order.

    Note

    If a service agreement is selected, the field displays information that is specified for the selected service agreement. You can change the information for the service order.

  7. In the Preferred service time fields, enter the date and time of day to perform the service.

    The Sign off field indicates whether the service order has been completed.

  8. In the Service responsible field, select the worker who is responsible for the service.

  9. In the Preferred technician field, select the worker who you want to assign the service order to.

  10. On the Address and contact FastTab, enter the address information, and select the contact person.

    Note

    If a service agreement is selected, the field displays information that is specified for the selected service agreement. You can change the information for the service order.

  11. Click Save and close to create the service order.

Add repair lines to a service order

You can use service repair lines to record the repair process for the service objects that are associated with service orders. You can use repair lines to record the symptoms, diagnosis, and the solution for the repair issues that are related to a service object.

  1. Click Service management on the top link bar, and then click Service orders on the Quick Launch.

  2. On the Service orders page, select a service order, and then on the Action Pane, click Repair lines.

  3. On the View service repair lines page, on the Action Pane, click Service repair line.

  4. On the New service repair line page, on the Administration FastTab, in the Service object relation field, select the item to repair.

  5. In the Repair stage field, select the repair stage that describes the status of the repair.

  6. In the Technician field, select the worker who is performing the repair.

  7. On the Symptom and diagnosis FastTab, in the Condition field, select the condition under which the malfunction occurs.

  8. In the Symptom area field, select a general category for the malfunction.

  9. In the Symptom code field, select a specific characteristic of the malfunction.

  10. In the Diagnosis area field, select the diagnosis of the required repair.

  11. In the Diagnosis code field, select the specific repair activity.

  12. In the Note section, enter a description for the repair, and then enter any additional information about the repair in the Text field.

  13. Click Save and close to create the repair line.

Add lines to a service order

Each service order contains one or more service order lines. These lines provide specific details about the amount and type of work that the service technician must perform, and the status of the service task.

  1. Click Service management on the top link bar, and then click Service orders on the Quick Launch.

  2. On the Service orders page, click the link for the service order that you want to add lines to.

  3. On the View service order page, on the Action Pane, click Edit.

  4. On the Edit service order page, click the Lines FastTab, and then click Add.

  5. On the New service order line page, in the Transaction type field, select whether the service order line is for an hour, expense, item, or fee transaction, and then click Next.

  6. The fields on the next page vary, depending on the transaction type that you selected for the line. Depending on the selection in the Transaction type field, provide the following information, and then click Next:

    • Hour transactions – Provide information about the worker, category, service object relation, and service task. Additionally, provide information about the number of hours that have been incurred. You can also enter notes about the transaction.

    • Expense transactions – Provide information about the worker, category, service object relation, and service task. Additionally, provide information about the number of times that a cost has been incurred, and the cost price. You can also enter notes about the transaction.

    • Item transactions – Provide the item number, and specify the configuration, size, and color of the item. Click Next. Enter or select information about the category, service object relation, and service task. Enter any notes, and the unit and quantity of the item.

    • Fee transactions – Provide information about the worker, category, service object relation, and service task. Enter any notes and the number of fees that have been incurred.

      Note

      For more information about the transaction types, see About project transactions.

  7. Click Finish to create the service order line.

Modify a service order or service order line

  1. Click Service management on the top link bar, and then click Service orders on the Quick Launch.

  2. On the Service orders page, select a service order, and then on the Action Pane, click Edit.

  3. On the Edit service order page, make the necessary changes to the service order header.

  4. Make the necessary changes to the service order lines. To save changes that you make to repair lines, click the Update icon for each service order line.

    Note

    If a service order line has been completed, and sign-off is required for each line, select the Sign off check box for the line.

  5. Click Save and close.

Modify a repair line

  1. Click Service management on the top link bar, and then click Service orders on the Quick Launch.

  2. On the Service orders page, select a service order, and then on the Action Pane, click Repair lines.

  3. On the View service repair lines page, select the repair line, and then on the Action Pane, click Edit.

  4. On the Edit repair line page, make the necessary changes, and then click Save and Close.

See also

About service agreements and service orders

View service orders