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Sales to Service Order workflow

  • 6 October 2023
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kristianharianja
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I’d like to understand how sales is designed to interact with service order.

So, there is Require Appointment option in the sales line, according to Help it is a check box that indicates (if selected) that services need to be performed for the stock item. 

So, we mark the above option when we want stock item/equipment that is sold to be “serviced/installed” while there could be other items are not marked as require appointment but shipped straight away.

In the created service order, this item appears. But, where is the service item supposed to be added that will be used to bill customer as per actual duration? Is that in the service order? If so, when SO invoice is created after completing the appointment (the order type is configured to create SO invoice), can we combine this invoice with invoice created via shipment for other items from the original sales order? I can’t seem to be able to do this, maybe I missed something.

Also, if the service is initially quoted say 5 hrs of installation but invoice may differ based on actual hour, what is the best workflow when using Sales Order? Do we add the service item in the SO then delete it because we raise invoice from appointment rather than SO? 

If you ask me why not using service quote, there are many things it can’t support such as no shipping process, no freight calculation, no discount, etc and the order that requires service is just few, most are through regular sales process.

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Best answer by vdiaz 12 October 2023, 04:07

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Kristian Harianja

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NuwanTharanga62
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When creating service order from a sales order you marked Require Appointment for the inventory item/s and the service (non-stock item) that should perform in order to complete the sale.

As per the standard workflow items that marked as Require Appointments will be added to the service order 

EX : you will create a sales order that includes the inventory item LAPTOP12 and the installation service INST OFC 

However, sometimes during the appointment, the customer might want to buy some additional inventory items, such as MOUSE (Computer mouse). The assigned employee will be able to add more items to the service order, and the accountant will create separate sales orders and invoices that include the extra items because they were not in the original sales order. In this case there will be two separate sales orders and invoices.

Please follow the instructions on V100 Service Management Implementation and Processing 2023 R1   university course’ materials .
https://training.acumatica.com/University/V100/V100_Service_Management_Implementation_and_Processing_2023R1.pdf

kristianharianja
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@NuwanTharanga62 adding extra item and/or extra actual duration/hour from service into sales order is manual and doesn’t seem to be a streamline process. Ideally, this extras need to transfer over to SO, at least there is an option to do so. 
Also, what to do with the service order/appointment itself? Leave it closed without billed?

The service order is also used for regular service not marked as require appointment via sales order, and this service/appointment needs to go through billing process. So the process you mention suggests some service orders are just closed but others are closed and billed.

Kristian Harianja
kristianharianja
Rank
Userlevel 5
Badge +3

When creating service order from a sales order you marked Require Appointment for the inventory item/s and the service (non-stock item) that should perform in order to complete the sale.

As per the standard workflow items that marked as Require Appointments will be added to the service order 

EX : you will create a sales order that includes the inventory item LAPTOP12 and the installation service INST OFC 

However, sometimes during the appointment, the customer might want to buy some additional inventory items, such as MOUSE (Computer mouse). The assigned employee will be able to add more items to the service order, and the accountant will create separate sales orders and invoices that include the extra items because they were not in the original sales order. In this case there will be two separate sales orders and invoices.

Please follow the instructions on V100 Service Management Implementation and Processing 2023 R1   university course’ materials .
https://training.acumatica.com/University/V100/V100_Service_Management_Implementation_and_Processing_2023R1.pdf


@NuwanTharanga62 I just went through the pdf, I don’t see explanation nor example of mark an item as Require Appointment from SO and generate service order from there.

Kristian Harianja
vdiaz
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@kristianharianja

Hi! The integration was designed to do the following:

  • Allow users to create a service order and later an appointment from a sales order so they can use Service Management functionality to: schedule services, use skills, licenses, equipment, etc.
  • If users would like to create a shipment, they can create a shipment from the sales order and create a service order only containing the services that need to be provided.
  • If users add additional services or items to the service order, such items will be billed separately in a new billing document (could be a new sales order or an invoice depending on the configuration of the service order type).

The limitations of the integration are:

  • It’s not possible to sync the additional items back to the sales order. 
  • It’s not possible to consolidate an invoice with the details from the original sales order and the additional items added to the service order.
  • If the actual quantities and duration form the appointment are different from what was quoted in the service order, quantities cannot be modified in the appointment, the service order or the sales order. So, users would need to manually add lines to the appointment or the sales order to record the difference. 

We are aware of such limitations and we will be working to improve the integration in future releases.

  1. @NuwanTharanga62
Valentina

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