Service Overview

The Service module is designed to track the income and expenses associated with servicing your customer’s installed systems and to compile a service history for the life of the System. The service module is divided into four groups; regular Service Tickets, Inspection Tickets, Vendor Service Tickets and Vendor Inspection Tickets(tickets with Subcontractors). Each group is maintained and accessed from separate Ticket queues. Regular Service Tickets are manually created as needed and Inspection Tickets are created in bulk usually for a one month period of time. Service and Inspection tickets are created for a “System” not for a customer or site. All history of service is saved with the System record. Refer to the diagram on the following page which illustrates the typical Service Ticket process flow.

For both Service and Inspection Tickets, the SedonaOffice application is designed to automate the invoicing process. SedonaOffice will automatically calculate billable parts, labor and other charges for the service ticket once a resolution code has been selected. The resolution code selected must have the billable flag set to be able to override Warranty and Service Levels if needed. Items that are considered billable to the customer, is dependent on several factors. The application first looks at the Warranty date assigned to the System; evaluates whether the warranty is still in effect and what types of charges are covered by the Warranty if still within the warranty period. If the warranty has expired, the application then looks at the Service Level assigned to the System, and which types of charges are covered by the Service Level. Users have the option of overriding either the Warranty or the Service Level if the customer is to be invoiced due to unusual circumstances such as damage caused by the customer.

The Service module also offers the option of job costing parts and labor for each service ticket. Your company may setup the service module to expense parts and labor immediately or use WIP (work in process) G/L accounts. For more information on how to use the Service Ticket Job Costing, refer to the setup topic link below.

Service Job Costing Setup

For additional topics related to Service and Inspections follow the topic links on the following page.