Work Flow using Known Serial Numbers
It is possible to run a service department using the Known Serial Number register as a basis, as follows:
- When a call comes in or an Item is brought in for repair, open the Known Serial Number register and search for the Serial Number in the 'Known Serial Numbers: Browse' window.
- If the Serial Number is already in the Known Serial Number register, Customer, Item and warranty information will immediately be available. Highlight the record in the browse window and select 'Serial Number History' from the Operations menu to see the previous history of the Serial Number.
- If the Serial Number is not in the Known Serial Number register, create a new record with Customer, Item and warranty information.
- Highlight the record in the browse window and select 'Create Activity' from the Operations menu. A new Activity opens, containing Customer, Item and Serial Number information taken from the Known Serial Number register. Enter Text and Person(s) as appropriate.
- Specify an appropriate Activity Type and Result combination and save the Activity. This will cause a Service Order to be created automatically, containing the Customer, Item, Serial Number and warranty information. An appropriate Activity Type and Result combination is one that has been used in a record in the Activity Consequences setting where the Generate Service Order option has been switched on.
- If you need to open the Service Order, you can do so from the Activity. Place the cursor in the Service Order field on the 'Service' card and press F2 (Windows and Linux) or the ⌘-Shift-V key combination (Macintosh). The Service Order opens.
- If you need to receive the repair item into service stock, you can create a Service Stock Transaction, either from the Service Order record or by entering one directly to the Service Stock Transaction register. The repair item thus enters the repair cycle as described here.
