Service and Repair: Set Up Options and Security

(Service and Repair users only)

Set Up System Options

The following system options must be enabled on your system.

ID# 1093 POS Service and Repair on SystemThis option must be set to Yes if you have purchased the "Service and Repair" package. Service and Repair allows tracking of service and repair activity using the POS document type of Service Order. These orders can be tracked by Customer/Job Number, equipment identification number (Serial Number, Vin Number, or Tag Number), repair status, technician, and document number. There is a separate Service Order Viewer.

ID# 8829 “Compass Analytics on System.” This option must be enabled, and Compass must be installed, in order for you to access the Service History Viewer.

ID# 9330 Service and Repair Store LicensesThis option must be set to 1 or more, depending on how many licenses you purchased.

In Options Configuration, verify that option 1093 is set to Yes, and that option 9330 is set to the appropriate number of licenses. In the Options Configuration window, click ID, enter the option ID number, and press Enter. If the options aren't set properly, contact Epicor Direct at 800-538-8597.

Set Up Signature Capture Terms and Conditions

Follow the steps below if you want the customer to read and sign terms and conditions when a service order is created and/or when a service order is completed and invoiced.

1.  Display the Options Configuration window.

2. Click Misc.

3. Select option Z Maintain User-Defined Notes/Text. The User-Defined Notes Maintenance window opens.

4. Click Add. The Add User-Defined Note window opens.

5. Enter a Note ID to identify the user-defined note and click Enter (up to 8 characters allowed). For example, enter REPAIRIN as the Note ID for the terms and conditions you require for a repair check-in signature. Enter REPAIROT as the Note ID for the terms and conditions you require for the pickup signature.

6. Enter the terms and conditions you want the customer to review and sign for on the signature capture pad.

7. Enter the Note ID for the check-in terms and conditions in option 9332. Enter the Note ID for the pickup terms and conditions in option 9333..

Options are available for pickup and dropoff in both English and an alternate language.

8. At each terminal which will accept and invoice service and repair orders do the following:

8. From the Eagle Browser, click Utilities (in the blue left pane). From the menu that displays, click Device Configuration.

• Click Misc, and click T (Update Signature Capture for Terms and Conditions).

• Follow the screen prompts to complete the setup.

Set Up Application Options

Follow the steps below to set up the options for Service and Repair in Options Configuration. You can also set up mulitple repair types.

1.  Display the Options Configuration window.

2. Click ID. Using the list below, enter the ID number of the option, and click OK. Click in the Current Value column, select the desired setting, and click Change. Repeat this process for all options in the list. For more information about a particular option in the list, click its blue underlined text.

• 102 Return to Header Screen After Each POS TransactionThis option has the new choice of S (Header/Service Order) that you can use on terminals where you create Service Orders, so that at the end of every transaction, POS is ready to create another Service Order.
  
  

• 160 Print Prices on Estimates? (Y/N/E)This option determines whether prices are displayed on printed Service Order estimates ("Quote" status).

• 1759 Service Orders - using multiple Repair Types?Set this option to No if your business has only one type of repair or service. Define the prompts needed for this type of repair or service in options 9301 thru 9308, and 9324.
  
  Set this option to Yes if your business does multiple types of repairs each with its own set of prompts for gathering information about the item and the type of repair or service needed. In POS when creating a new Service Order the clerk will be able to select from a list of Repair Types. The repair type selected governs the pieces of information the clerk is prompted to collect from the customer.
  
  When set to Yes, use "Maintain Service Order Repair Types" on the Go To Menu of Options Configuration to define the type of repairs your business does (access requires security bit 911). Then use Option 1755 "Service Order - Repair Types which can be created at this POS station" to define the list of Repair Types which can be created in a particular store, or terminal, or user.
  
  Note: When this option 1759 is set to Yes, options 9301 thru 9308 and 9324 do NOT apply.

• 7743 E4WDI Enhanced Form for Service Order DocumentSelect the Enhanced Form you want to use for Service Orders.

• 7745 E4WDI Enhanced Form sort order for Service Order documentsSelect the sort order you prefer for Service Order documents.
  D = Department\class\fineline\sequence number
  L = Location
  N = Line Number
  S = SKU
  U = Use Code

• 7746 Enhanced Form location/suggested column for Service Order documentsSelect which column should print on Service Order documents, Location or Suggested Price.
  L=Location
  S=Suggested Price

• 7747 Enhanced Form barcode prints for Service Order documentsY = Yes, print the barcode
  N = No, do not print the barcode
  Each standard Enhanced Form has the ability to print a barcode which can be interpreted by the Document Scanning OCR feature (a purchase option). If this Enhanced Form will be scanned later by the Document Scanning application AND you have purchased the OCR option, you should enable the form to print a barcode. Doing this  allows the form to automatically load the document attributes during the scanning process.
  The barcode format is: IICCCCCCJJJDDDDDDTSPPP
  Where II is a 2-character identifier, CCCCCC is the customer number, JJJ is the job number, DDDDDD is the document number,
  T is the Document Type (B = Backorder Pick Ticket , C = Credit Memo, E = Estimate, I = Customer Invoice, L = Load Ticket, O = Order, P = Packing List, S = Special Order, T = Transfer, Y = Pick Ticket, U = Service Order or Service Quote, Z = Other), S is the Store, and PPP is the page number of the document (in hexadecimal numbering).

• 9199 Display email address in POS Customer Details WindowAt the time you create a service order, the system obtains the email address (if one exists) from the customer's account in Customer Maintenance based on how you set this option. If set to C, it uses the first email address associated with the Names tab contact list. If set to I, it uses the email address from note type 11. If set to S, it uses the email address from Note tab 10. If desired, you can override the email address by typing one in the service order header.
  
  If no corresponding email address exists in Customer Maintenance when you create the service order, it will not go back at a later time and get it; in such cases you must manually enter it.  
  
  When creating a service order, if you add a customer using the Add Customer button, and this option (9199) is set to C, the service order uses the contact and email information from the Add Customer dialog. If this option (9199) is set to I or S, because you are adding a new customer and do not have addresses in those note types, you must manually enter an email address.
  

• 9241 POS New Service Order Default StatusEnter the default status to use when starting a new Service Order transaction.
  C = Checked-in. This setting begins the transaction as a Service Order, and the parts are committed.  
  Q = Quote. This setting begins the service transaction as a Service Quote. Use this setting if you typically quote orders before receiving approval to do the repair. The parts for the service/repairs are not initially committed.   

• 9242 POS Custom Field Label for Service Order Identifier

  This option allows the user to select the label used for the equipment identifier. Select the choice that makes most sense for your business.

  S = serial number (default)

  V = VIN number

  T = tag number (Note: You may want to consider using serial or VIN numbers rather than tag numbers because with serial and VIN numbers, the system automatically checks for previous repairs or sales for that serial /VIN and then auto-populates the new service order's customer information and equipment description upon the clerks approval. Additionally, serial and VIN numbers allow for more unique identification in the history files, unlike Tag numbers.)

• 9245 Show which users in Service Order Technician drop-downSet to A if you want all users to display in the Technician drop-down list.
  Set to T if you only want those users identified as technicians to display in the Technician drop-down list.
  
  To identify a user as a technician, in Options, click Misc, select Add/Delete/Change User, and enter a value in the Technician field. You can enter a Y, or perhaps use multiple values such as 1, 2, 3, or A, B, C to identify the expertise level of that technician. Any technician with a non-blank Technician field in their user record displays in the Technician drop-down when this option is set to T.

• 9309 POS Service Order - default Technician to clerk creating the orderSet this option to Yes if you want the Technician field to default to the clerk creating the order. Set to No if you have someone managing your techncians and you want them to assign one to the order.

• 9310 POS Custom Label for Service Order Status "Quote"(Optional) If you want to customize the label the system uses for service orders that are in the Quote status, enter the label in this option. You can use up to 20 characters.
  Otherwise, leave the default of "Quote." Note that no matter what you enter as the label for this status, it does NOT commit the parts.

• 9311 POS Custom Label for Service Order Status "Checked-in"(Optional) If you want to customize the label the system uses for service orders that are in the Checked In status, enter the label in this option. You can use up to 20 characters.
  Otherwise, leave the default of Checked-in. Note that no matter what you enter as the label for this status, it WILL commit the parts. .

• 9312 POS Custom Label for Service Order Status "Work In-Process"(Optional) If you want to customize the label the system uses for service orders that are in the Work in-Process status, enter the label in this option. You can use up to 20 characters.
  Otherwise, leave the default of Work in-Process.

• 9313 POS Custom Label for Service Order Status "Waiting on Parts"(Optional) If you want to customize the label the system uses for service orders that are in the Waiting on Parts status, enter the label in this option. You can use up to 20 characters.
  Otherwise, leave the default of Waiting on Parts.

• 9314 POS Custom Label for Service Order Status "Complete"(Optional) If you want to customize the label the system uses for service orders that are in the Complete status, enter the label in this option. You can use up to 20 characters.
  Otherwise, leave the default of Complete. This status does NOT automatically invoice the order; it simply indicates that you should call the customer, and the order is ready to be invoiced.

• 9317 POS Prompt clerk to change status on Service Orders for backordersSet this option to Yes if you want the clerk to be prompted to change the service order’s status to "Waiting on Parts" if the order has items on backorder. Once the items are available and no longer on backorder, the clerk will be prompted to change the status back to ‘Work In-Process.”
  
  Otherwise set this option to No.
  
  Note: Customer Order Management (COM) customers: If you use the COM feature that automatically back-orders any insufficient quantity when you change a quote into an order, that same logic applies to this option (9317) in that the system automatically back-orders and put items on the Buyer's List.

• 9318-9320 POS Custom Field Label for Service Order Code (1-3)These three options allow you to set up codes that let a technician know information about the repair. These codes display in POS. After the transaction has been processed, they also display in the Service Order viewer, so that you can sort by them. Optionally, you can use options  9321-9123 to establish up to three specific settings for each code you establish.
  
  For example, you could set up a code in option 9318 called "authorized,"  to let the technician know whether or not they can go over the amount of the quote without calling the customer for authorization first. Then, you could set up corresponding option 9321 with three settings, such as "Quote Amount or Less,"  "Can Exceed Quote up to $50", and "No Restriction."

• 9321 through 9323 POS Add/change Service Order Code (1-3)Use these options to establish up to three specific settings for each code you establish in options 9318-9320.
  For example, you could set up a code in option 9318 called "authorized,"  to let the technician know whether or not they can go over the amount of the quote without calling the customer for authorization first. Then, you could set up corresponding option 9321 with three settings, such as "Quote Amount or Less,"  "Can Exceed Quote up to $50", and "No Restriction."

• 9332 Code for English language disclaimer text for service order creationEnter the Note ID/Code that corresponds to the user-defined note you entered in Maintain User-Defined Notes/Text.

• 9333 Code for English language disclaimer text for service order invoiceEnter the Note ID/Code that corresponds to the user-defined note you entered in Maintain User-Defined Notes/Text.

• 9334 Code for alternate language disclaimer text for service order creationEnter the Note ID/Code that corresponds to the user-defined note you entered in Maintain User-Defined Notes/Text.

• 9335 Code for alternate language disclaimer text for service order invoiceEnter the Note ID/Code that corresponds to the user-defined note you entered in Maintain User-Defined Notes/Text.

• 9336 Default for Short ID on Service OrdersThis option determines the Short ID on Service Orders created for cash customers. When a Service Order is created for the default cash customer (as defined in option 330 "Default Cash Customer"), this option determines the value that will be placed in the Short ID field of the Service Order.
  
  If you select 1, the Phone Number entered in the Service Order's header is placed in the Short ID.
  If you select 2 , the first 10 characters of the email address entered in the Service Order's
  header are placed in the Short ID field.
  
  If you select 3, the first 10 characters of the Name entered in the Service Order's header are placed in the Short ID field.
  
  If you select 4, the second word of the Name entered in the Service Order's header are placed in the Short ID field.
  
  If you select 5, the first three characters of the 2nd word and the first two characters of the first word of the Name entered in the Service Order's header is placed in the Short ID field.
   

• 9985 through 9989 (additional status options)These additional status options give you a total of up to 10 different statuses that can be used to represent the different stages through which a service order must go. These options are in addition to options 9310 through 9314 in Options Configuration. The additional statuses are also relevant to option 9327 “Service Order status changes which generate prompt to e-mail customer.”

If you only have one repair type use this options.

• 9301-9303 Custom Field Label for Service Order Equipment Prompts 1-3(Optional) Use these three options to create up to three custom fields for Service Order equipment. These field labels can be up to 12 characters long. If you set up any or all three of these fields, they will display in POS and must be filled in by the clerk when creating a Service Order.

• 9304-9307 POS Custom Field Label for Service Order Additional Prompts 1-4Use these four options to enter field labels for up to four additional prompts for service orders. For example, you may want to prompt the clerk to enter more information about the item to be serviced. These field labels can be up to 12 characters long. (Note: See option 9324 which determines if these additional comments are considered internal [non printing] or external [print on the service order].)

• 9308 POS Service Order - Standard Services DepartmentIn this option, enter the Department that contains the SKUs you set up for standard services. This department should be reserved for this purpose only.
  Most likely the SKUs will be Bill of Material (BOM) SKUs, but they don't have to be. When creating a new Service Order, the clerk can select one of these services from the drop-down list in the Service field. Or, if the repair is not one of your standard services, the clerk can type in that service in the Service Note section. Or, the clerk can choose to enter service needs in both sections if desired.

• 9324 POS Service Order Additional Prompts/Answers should print or not print?This option determines whether to post the service order additional prompts and answers (as defined in options 9304, 9305, 9306, and 9307) to the body of the service order as "External’" (printed) comments which are customer-facing, or as "Internal" (non-printing) comments which are for internal viewing only.
  
  P = External. Print these prompts and their answers
  
  I = Internal. Do not print these prompts and their answers.
  
  Note: Internal (non-printing / on screen only) comments have INT in the Codes column so that you can confirm that a comment is ‘Internal’ by seeing this code.

3. iNet E-mail Invoices users only (option 5784 is set to Yes): If you want to email the customer updates about the status of their repair, set up these additional options. (Note: you should have already set up the following other options related to E-mail Invoices: 5786 “From email address for email invoices,” 9193 “Blind copy email address for emailed Invoice & Orders,” and 3378 “Include store name on POS Email documents.”)

The field in Customer Maintenance (Misc tab) to email the customer's orders/special orders/estimates also applies to Service Orders.

• 9325 - Prompt to email customer when status changes on Service Order?Set this option to Yes if you want to email service order customers when their order's status
   is changed to one of the statuses in option 9327 “service order status changes which generate prompt to email customer.” If the service order customer has an email address, you receive a prompt asking if you want to send the email to the customer. The prompt defaults to Yes or No based on option 9328 “Default answer for prompt to email customer when service order status changes”.  

• 9327 - Service Order status changes which prompt to email or text customerSelect the statuses that should cause POS to prompt to send an email notification to the customer. See option 9325 “Prompt to email customer when status changes on Service Order?” for details on how to send this type of email.

• 9328 - Default for prompt to email customer when Service Order status changeSelect Yes if you want the email prompt to default to Yes, or select No if you want the email prompt to default to No.
  
  See option 9325 "Prompt to email customer when status changes on Service Order?" for details on how to send this type of email.  

4.  Text Messaging users only (option 1673 is set to Yes):  If you want to text the customer about the status of their repair, setup these additional options.

• 1674 - Send text message notifications to customers for these eventsSelect M to send text once a service/repair order has a status change.  

•  9327 - Service Order status changes which prompt to email or text customerSelect the statuses that should cause POS to prompt to send a text notification to the customer.

•  1684 - Default for prompt to text customer when Service Order status changesSelect Yes if you want the text prompt to default to Yes, or select No if you want the text prompt to default to No. 

Set Up Security

Assign bit number 911 Allow Service Orders in POSThis bit controls the ability to create or recall a Service Order. When this bit is set to No, the selection for Service Order on the Start Transaction (F2) menu is grayed out. If this bit is set to No and option102 Return to Header Screen After Each POS Transaction is set to S (Service Orders), the user is told that this is not allowed.

If you have Compass (option 8829 "Compass Analytics on System" is set to Yes), you must have security bit 833

Printing Prices on Service Orders

Use the “Price Pick Ticket” field in Customer Maintenance to determine whether prices display on printed Service Orders with a Checked In status.