Service Tickets/Technician Hours (Service Ticket Entry) (SDDE004A) (SDDE004B) (SDDE004C) (SDDE004D) (SDDE004E) (SDDE004F) (SDDE004G) (SDDE004H) (SDDE004J) (SDDE004N) (SDDE004O)

 

Service Tickets/Technician Hours is found on the Service Data Entry menu, 1-4. Following is a brief summary of the changes to Service Tickets/Technician Hours Entry included with Revision 12.

 

This program has two functions.  One is enter the service tickets on the service calls generated through the Service Dispatch module.  This includes the service history information such as call times, parts used, service codes, and call messages.  The other function is to enter non-product time.  This includes all other time that the technician spends during the work day that is not accounted for on a service call.  This would include things like meetings, lunch, training, and travel time not related to a particular call.  A change has been made in Revision 12, while entering non-product time during the clearing of a service call, the service call number now displays as a default but can be zeroed out.

 

Internal changes were made to incorporate the new record length of the Item and Serial File.  Service history displays the four decimal cost and price of the parts, as this is the unit cost and price.

 

A new field is now stored in the Dispatch File.  This is a Yes or a No for has the service ticket been entered.  Prior to Revision 12 this was determined by a time being in the arrival time field.  The necessary changes, to read the new field instead of the arrival time when determining if a service ticket has been entered on a completed call, have been made.

 

The contact name that is stored in the Serial File can now be 28 characters.  However, the dispatch file can only hold 20 characters.  If a 28 character contact name is stored in the Serial File and this name is accepted in Service Call Entry the full 28 character name is written back to the Serial File.

 

A correction was made.  When the item and serial number were overridden from the original item and serial number, the service plan assigned to the new machine was not accessed.  This has been changed so that now the service plan assigned to the entered machine displays.

 

If a meter reading is entered for the machine during service call creation, it displays as the default meter reading during service ticket entry.  If the default meter reading is accepted, the system performs the checks as if it was the initial entry.

Service Tickets/Technician Hours

 

 

Introduction  (Contd)

 

A global option to check the net mileage (i.e., Start Mileage - Stop Mileage) is now available in Service Ticket Entry.  A maximum number of miles traveled can be stored in the global file.  If the mileage entered in service ticket entry is greater than the maximum allowable, the system provides a warning to the operator.  This option ensures that a significant keying error can not be made during mileage entry.

 

Valid problem, location, reason, and correction codes must now be entered at each of the appropriate prompts during service ticket entry if the global code lockout feature is turned on.  If the global code lockout field is turned off, the entries must only be valid service codes.  Also, a question mark (?) can now be entered at any of these prompts to perform a search of service codes.  If the code lockout option is turned on, only problem codes display at the Problem: prompt, location codes display at the Location: prompt, reason codes display at the Reason: prompt, and correction codes display at the Correction: prompt..  If the option is turned off, all service codes display at any of the prompts when a ? is input.  The list is sorted in code type/code order.

 

During the parts entry, input of unit price and cost now allows a number with four decimal positions.  Extended price is always rounded to two decimals.  Because of the display of the four decimal price and cost, the input for cost has been moved to the bottom of the screen, which is similar to entering invoices through the Billing module.  Because of the movement of the cost input the display of the item number is now 18 characters and item description has been expanded from 15 to 20 characters.

 

In Revision 12, multiple contract discounts for an item or product class can now be provided to a customer through the use of multiple buying groups, which are assigned to the customer in Customer File Maintenance.  When a customer is assigned to multiple buying groups and contract pricing is created for an item or product class, the system looks at the items list price and all of the contract discounts to find the lowest value to price the item(s) on the customers order, invoice, service ticket, or credit memo.  Also, if a customer is assigned to multiple buying groups, the system looks at the effective dates of each contract discount.  If a contract discount is not effective, it is not used to price the item(s).  If the customer is not assigned to multiple buying groups, contract pricing remains unchanged.

Service Tickets/Technician Hours

 

 

Introduction  (Contd)

 

There is a feature during the entry of an item to enter INQ and view a brief inventory status inquiry.  From this inquiry, an option to enter the Stock Status Inquiry is now available.  This is the same Stock Status Inquiry that is available on the Inquiry menus.  After exiting the Stock Status Inquiry, the item that was being entered is returned to and the entry of the item can continue, if desired.  This is available in the add and change and delete/insert mode.  The INQ feature is not available on predefined or free flowing kits.  Documentation of the operation of this feature can be found in the billing section, Invoice Entry, of the Rev12 documentation.

 

The Model Association feature is available in Order Entry.  Operation is the same as that described for Invoice Entry.  See pages 64 - 89.

 

Enter Mileage

 

 

Introduction

 

A global option to check the net mileage (i.e., Start Mileage - Stop Mileage) is now available in Service Ticket Entry.  A maximum number of miles traveled can be stored in the global file.  If the mileage entered in service ticket entry is greater than the maximum allowable, the system provides a warning to the operator.  Entry of the mileage that is over the defined limit is allowed.  This option ensures that a significant keying error can not be made during mileage entry.

 

 

Set Up

 

There is a new field in the Service Control File, Global record 10.  The new field is as follows.

 

49. Mileage Limit In Ticket Entry, Enter 0 For No Limit

 

Enter the maximum net miles that can be entered on a service call.

 

Enter 0 for no mileage limit.

 

Enter Data

 

This feature is applicable in three places in Service Ticket Entry.  They are during the two non-product time entries and the entry of the miles used on the service call during the travel time.

 

Start Mileage:

 

Enter the odometer reading from the technicians vehicle upon departure to the customer site.

 

Stop Mileage:

 

Enter the odometer reading from the technicians vehicle upon return from the customer site.

 

If the net mileage is greater than the mileage limit set in the Global File, the following prompt displays. 

 

 

Enter Mileage  (Contd)

 

 

Enter Data  (Contd)

 

Net Mileage Is Greater Than  ###  Miles

OK To Continue? (Y/N)

 

 

 

The limit that is defined in the Global File displays.  Enter a Y to accept the entry.  Enter an N for no to return to the Stop Mileage prompt for re-entry.

 

Enter Meter Reading

 

 

Introduction

 

If a meter reading is entered for the machine during service call creation, it displays as the default meter reading during service ticket entry.  If the default meter reading is accepted, the system performs the checks as if it was the initial entry.  If the meter reading is different than that reported during service call entry, the updated meter reading must be entered.

 

 

Enter Data

 

Meter Reading:

 

 

Enter Meter Reading  (Contd)

 

 

Enter Data  (Contd)

 

Meter Reading:

 

If a meter reading is entered that is greater than the last service meter reading and less than the last contract meter, the Meter Reading Less Than Last Contract Meter Reading Of ######  Enter CR To Continue message appears.  This message is a warning, and the meter reading can still be entered.

 

 

Enter Service Codes

 

 

Introduction

 

Valid problem, location, reason, and correction codes must now be entered at each of the appropriate prompts during service ticket entry if the global code lockout feature is turned on.  If the global code lockout field is turned off, the entries must only be valid service codes.  Also, a question mark (?) can now be entered at any of these prompts to perform a search of service codes.  If the code lockout option is turned on, only problem codes display at the Problem: prompt, location codes display at the Location: prompt, reason codes display at the Reason: prompt, and correction codes display at the Correction: prompt..  If the option is turned off, all service codes display at any of the prompts when a ? is input.  The list is sorted in code type/code order.

 

 

Enter Data

 

Problem:

 

 

If a problem code is entered during service call entry, it defaults here.  Enter another code, if desired.

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Enter a valid problem code if the code lockout feature is turned on in the global file.  For a list of problem codes, enter a ?.  One the following prompts appears.

 

If the code lockout feature is turned off in the global file, enter a valid service code.  The entry does not have to be a valid problem code.  For a list of all service codes, enter a ?.  One of the following prompts appears.

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

 

The first prompt appears if there is only a one page list of codes.  The second prompt appears on the first page of the code list if it exceeds one page.  The third prompt appears on the subsequent pages of the code list if it exceeds one page.  Enter the desired code.  The selected code and code description display in the Problem: field.  Enter N to display the next page of codes, if available.  Enter P to display the previous page of codes, if available.  Enter E to end the inquiry.

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Location:

 

 

Enter a valid location code if the code lockout feature is turned on in the global file.  For a list of location codes, enter a ?.  One the following prompts appears.

 

If the code lockout feature is turned off in the global file, enter a valid service code.  The entry does not have to be a valid location code.  For a list of all service codes, enter a ?.  One of the following prompts appears.

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

 

The first prompt appears if there is only a one page list of codes.  The second prompt appears on the first page of the code list if it exceeds one page.  The third prompt appears on the subsequent pages of the code list if it exceeds one page.  Enter the desired code.  The selected code and code description display in the Location: field.  Enter N to display the next page of codes, if available.  Enter P to display the previous page of codes, if available.  Enter E to end the inquiry.

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Reason:

 

 

Enter a valid reason code if the code lockout feature is turned on in the global file.  For a list of reason codes, enter a ?.  One the following prompts appears.

 

If the code lockout feature is turned off in the global file, enter a valid service code.  The entry does not have to be a valid reason code.  For a list of all service codes, enter a ?.  One of the following prompts appears.

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

 

The first prompt appears if there is only a one page list of codes.  The second prompt appears on the first page of the code list if it exceeds one page.  The third prompt appears on the subsequent pages of the code list if it exceeds one page.  Enter the desired code.  The selected code and code description display in the Reason: field.  Enter N to display the next page of codes, if available.  Enter P to display the previous page of codes, if available.  Enter E to end the inquiry.

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Correction:

 

 

Enter a valid correction code if the code lockout feature is turned on in the global file.  For a list of correction codes, enter a ?.  One the following prompts appears.

 

If the code lockout feature is turned off in the global file, enter a valid service code.  The entry does not have to be a valid correction code.  For a list of all service codes, enter a ?.  One of the following prompts appears.

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

Enter Service Codes  (Contd)

 

 

Enter Data  (Contd)

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

 

The first prompt appears if there is only a one page list of codes.  The second prompt appears on the first page of the code list if it exceeds one page.  The third prompt appears on the subsequent pages of the code list if it exceeds one page.  Enter the desired code.  The selected code and code description display in the Correction: field.  Enter N to display the next page of codes, if available.  Enter P to display the previous page of codes, if available.  Enter E to end the inquiry.

 

Non-Product Time Entry

 

 

Introduction

 

There is a report found on the Service History Report menu, the Technician Productivity Report, 4-4-4, which prints all of the mechanical time spent working on service calls and the associated travel time.  Also included is all of the non-product time.  The report provides analysis of what percent of the entered number of hours is spent on product and non-product time for the technicians.  Thus by entering the tickets on service calls and also entering non-product time, you can track the entire work day of the technicians.  The report uses the Technician Labor File, which is updated in the program Service Ticket/Technician Hours Entry.

 

When a service call is cleared in Service Ticket Entry, the dispatch time, arrival time and call completion time is entered.  The time between the dispatch time and arrival time is automatically stored in the Labor File as travel time.  The time between the arrival time and completion time is automatically stored in the Labor File as mechanical time.  Both of these times are considered product times, which is basically the time the technicians spend on service calls generated by the Service module.  This includes the time working on the machines and the travel time to get to the sites.  The assigned service call number is automatically stored in the Labor File for the mechanical and travel times.  To achieve this, a service code of MECH for mechanical time and TRAV for travel time must be created in Service Code File Maintenance, 3-2..  These are the codes that are written into the Labor File from the entry of the dispatch, arrival, and completion time during the entry of a service ticket on a service call.

 

You may also have a need to enter time that is considered product time put no service call is entered.  This might be shop time or a techs time to assist another tech.  To have the hours added to the Labor File and be reflected on the Technician Productivity Report as product time, be sure and enter an activity code such as SHOP, that does not have the same code type as the non-product activity codes.

 

Non-Product Time Entry  (Contd)

 

 

Introduction  (Contd)

 

The other entry of technicians time is considered non-product time.  Service codes must be created to allow entry of non-product time.  These are also created in the Service Code File Maintenance, 3-2.  Examples of codes are MTGS for meetings or TRNG for training or LNCH for lunch.  Note:  The design of the actual codes is up to you.  All service codes must have a code type.  The non-product codes must have there own code type, which is different than all the other service codes such as the problem, reason, location, and correction codes and the MECH and TRAV code.  The suggested code type for codes used to enter non-product time is NP for non-product time.  This is created in the Service Code Type File, 3-10.  Note:  It is important that the code type for the service codes MECH and TRAV and SHOP are not the same as the code type for non-product codes, NP.

 

There are two ways to enter non-product time within Service Ticket /Technician Hours Entry.  One is a separate entry program that only non-product time is input.  This is accomplished by entering the technician number and carriage returning at service call number within the Service Ticket Entry program.  This is where non-product time such as meetings, training, vacations, etc. should be entered.  There is no linkage to a service call at all.  A service call number is never written to the Labor File.

 

The second way to input the non-product time is during the clearing of a service call.  In LMS Revision 11, when inputting non-product time during the entry of a service call, the call number of the service call was automatically assigned to the entry of the non-product time.  The purpose of this was to allow the exclusion of this time in the calculation of mechanical or product time.  As an example, a technician goes out on a call and begins at 10:30 a.m.  The technician leaves the site at 12:00 to have lunch.  However, the technician is not done with the call and returns at 1:00 to continue servicing the machine.  The call is completed at 2:00.  The arrival time is entered as 10:30 and the completion time as 2:00 or 14:00.  This calculates out as a mechanical time of 3.30 hours.  But in reality the technician only spent 2.30 hours on the machine.  By entering a non-product code for lunch during the entry of the service call, the call number is stored in the Labor File for the non-product entry of lunch.  When printing the Technician Productivity Report which analyzes product and non-product time, the option to exclude non-product time that is associated with a service call is available.  By excluding this, the mechanical time or product time is reflected correctly as the hour for lunch is subtracted.

 

Non-Product Time Entry  (Contd)

 

 

Introduction  (Contd)

 

With Revision 12 the automatic assigning of the call number to the non-product entry during the clearing of a service call has been changed.  The problem with automatically assigning the call number was that this makes the assumption that every time a non-product entry is made during the entry of a service call ticket in which the non-product time occurred during the actual service call.  Some operators may be entering the non-product time during the clearing of a ticket just to save input time.  They do not want to enter a different entry mode.  The technicians may be giving them their non-product time over the phone or through voice mail and the operator just enters it at the same time as a service ticket.  If the call number is automatically assigned you could end up subtracting from the product time in error.  Thus while entering non-product time during the clearing of a service call, the service call number will now display as a default but can be zeroed out.  By zeroing it out the non-product time will not be associated with the service call number and will not be subtracted from the mechanical time.

 

A question mark (?) can now be entered at the Act. Code prompt to perform a search for non-product service codes.  All service codes display.  The list is sorted in code type/code order.

 

A global option to check the net mileage (i.e., Start Mileage - Stop Mileage) is now available in Service Ticket Entry.  A maximum number of miles traveled can be stored in the global file.  If the mileage entered in non-product time entry is greater than the maximum allowable, the system does not allow entry of the mileage.  This option ensures that a significant keying error can not be made during mileage entry.

 

For an example of the affects of entry or non-entry of a service call on a non-product time input, see the documentation of the Technician Productivity Report, page 858.

 

Non-Product Time Entry  (Contd)

 

 

Enter Data

 

The entry of non-product time during a service ticket entry displays when Y for yes is input at the following prompt.

 

Do You Wish To Enter Tech Non-Product Hours (Y/N)

 

 

When Y is input the non-product entry prompts display.  All information entered is stored in the Labor File.  Note:  Corrections to the entry of non-product time can be made in Labor History File Maintenance, 3-5.

 

Act. Date

 

During the entry of non-product time an up arrow key ^ to go back one space is allowed.  A slash / or E exits the non-product entry and the cursor continues on to the next prompt for entering the service ticket of the service call.  Whatever is the serviced date of the displayed service call displays as the default activity date for the non-product entry.  A carriage return accepts the date.  This can be overridden to another date if desired.  Note:  If the non-product time did occur during the arrival time to the completion time of the displayed service call than you should never change the date.  Entering an invalid date produces the prompt Invalid Date.  The cursor returns for re-input and the default date redisplays.  (MMDDYY)

 

Non-Product Time Entry  (Contd)

 

 

Enter Data  (Contd)

 

Act. Code

 

 

Enter the non-product time service code.  Examples are codes for lunch, meetings, etc.  This is the code that is written to the Labor File.  Entering an invalid code produces the prompt, Invalid Code.  The cursor returns for re-input.  Entry of MECH, mechanical code, is not allowed.  This code is reserved for the actual mechanical time spent on service calls and is considered product time.  If an attempt is made, the prompt MECH Activity Code Is Not Allowed For Non-Product Hours appears.  Note:  You may enter TRAV for travel time.  However, keep in mind that the travel time associated with the displayed service call is automatically calculated and written to the Labor File with the input of the Dispatch and Arrival Time.  Also, a question mark (?) can now be entered at this prompt to perform a search of service codes.  All service codes display when a ? is input.  The list is sorted in code type/code order.  One of the following prompts appears.  (4 Alphanumeric)

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

Non-Product Time Entry  (Contd)

 

 

Enter Data  (Contd)

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

 

The first prompt appears if there is only a one page list of codes.  The second prompt appears on the first page of the code list if it exceeds one page.  The third prompt appears on the subsequent pages of the code list if it exceeds one page.  Enter the desired code.  The selected code and code description display in the Act. Code field.  Enter N to display the next page of codes, if available.  Enter P to display the previous page of codes, if available.  Enter E to end the inquiry.

 

Start Time

 

Enter the start time of the non-product entry.  Note:  This is not the amount of time but the actual start time.  This must be entered in military time.  Do not enter the colons.  As an example 8:00 a.m. is entered as 800.  One oclock p.m. is entered as 1300.

 

Non-Product Time Entry  (Contd)

 

 

Enter Data  (Contd)

 

Stop Time

 

Enter the stop time of the non-product entry.  This must be entered in military time.  Do not enter the colons.  As an example 8:00 a.m. is entered as 800.  One oclock p.m. is entered as 1300.

 

Start Mileage

 

You may enter a start mileage.  Carriage return to enter no mileage.  There is a report, Service Call Mileage Report, 4-3-7, that uses this input.  Note:  Remember that there already was an input for mileage that relates to the displayed service call.  This occurred earlier in the Service Ticket Entry.  Thus if you enter mileage here, you probably will not want to accept the displayed service call for this non-product entry as that would be a duplicate entry.  The end results of not zeroing out the call number will just cause the mileage report to print the call number twice.  As long as the same miles werent duplicated the resulting miles would still be correct.  (8 Digits)

 

Stop Mileage

 

If a start mileage was input you must always enter a stop mileage.  If a carriage return or a number is input that is less than the start mileage, the prompt Stop Mileage Is Less Than Start Mileage appears.  The cursor returns for re-input.  A global option to check the net mileage (i.e., Start Mileage - Stop Mileage) is now available in Service Ticket Entry.  A maximum number of miles traveled can be stored in the global file.  If the mileage entered in non-product time entry is greater than the maximum allowable, the system does not allow entry of the mileage.  The Net Mileage Is Greater Than ### Miles message displays, and the cursor returns to the Stop Mileage prompt for re-entry.  This option ensures that a significant keying error can not be made during mileage entry.  (8 Digits)

 

Vehicle Number

 

You may enter a vehicle number.  This is a number assigned to the technicians vehicle.  This is used by the Service Call Mileage Report as a sort to report the mileage.  (4 Numeric)

 

Non-Product Time Entry  (Contd)

 

 

Enter Data  (Contd)

 

Call Number

 

 

The service call number that is assigned to the displayed service call appears as the default.  A carriage return accepts this and the call number is than written into the Labor File for this non-product time entry.  No other call number can be input.  If another number is input the default call number redisplays.  If the non-product entry did not occur within the same time as the mechanical time of the displayed service call than the call number should be zeroed out.  Thus, enter a zero and the call number will not be written into the Labor File.  (9 Digits)

 

After entry of the call number, the cursor returns to Act. Date to allow entry of another non-product time entry or an E to exit the non-product entry and continue entry of the service ticket.

 

As stated in the introduction, the use of the entry of non-product time is in the Technician Productivity Report.  The affects of the storage of the call number on non-product time is illustrated in the documentation of the Technician Productivity Report, found on page 858.

 

Entry Of Prices And Costs

 

 

Enter Data  (Contd)

 

The four decimal unit price and cost are now displayed during the entry of the parts.  This includes chargeable and no charge tickets.  This is during the add, change and delete mode.  For more details on the display and operation of the four decimal price and costs please see Invoice Entry in the Billing section of the Revision 12 documentation.

 

Contract Pricing

 

Multiple contract discounts can now be provided to a customer through the use of multiple buying groups, which are assigned to the customer in Customer File Maintenance found in Order File Maintenance, Billing File Maintenance, and Accounts Receivable File Maintenance.  Contract discount prices can be assigned to an individual item or product class(es) in the Contract Pricing File Maintenance program found in Billing File Maintenance.  This can be by price or percentage discount.  Contract discount prices can be specifically provided to the customer for an item or product class using the customer number or more generally provided by assigning the customer to one or more buying groups.  If the customer has an individual contract discount and a buying group contract discount, contract pricing remains unchanged.  The individual contract discount is used to price the item because it is customer-specific.  If the customer has an individual contract discount and more than one buying group contract discount, the system looks at the items list price and all of the contract discounts to find the lowest value to price the item.  If the customer has more than one buying group, the effective period of a contract discount can be determined by inputting a start and expiration date for the contract discount.  If the customer has only an individual contract discount and/or one buying groups, the start and expiration dates of the contract pricing is for informational purposes.

 

To assign a customer to multiple buying groups, see Customer File Maintenance, Adding A Customer on page 137 or Changing A Customer on page 139 in the File Maintenance section of the Billing documentation.

 

To create contract discount pricing for an item or product class, see Contract Pricing File Maintenance on page 166 in the Billing section.

 

The service ticket entry process in relation to contract pricing is similar to that described for invoice entry.  See Contract Pricing on page 55 in the Invoice Entry section for details.