Service Module - Contract Template

Question

Hello Experts,
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We plan to implement service module in our SBO8.8 (pl6). I've been reading subjects about it for several weeks and do some testing. We've been using SBO almost about 1.5 years and trying to utilize its capabilities from time to time.
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Our requirements for Service Module consist of 2 scenarios,
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- Serial numbered items.</p>
Create contract templates with "serial number" contract type.</p>
Set automatic creation in General settings for customer equipment card (CEC).</p>
Assigned to item in item master data.</p>
Whenever delivery or A/R invoice made,  CEC made automatically "per serial number" bassis,</p>
while Service contract also automatically made in "per delivery/AR invoice" basis.</p>
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The questions I still wonder are,</p>
1. In which part of the setup tells SBO to create Service contract automatically?</p>
The reason I asked is, what happened if there are 2 differenct contract template? one based on serial number, and the other one
based on customer. When I got to choose which Contract Template to use?</p>
This would be the same with how can I choose contract template in Item Master Data general tab when I want to assign
contract template based on Customer/Items Group contract type?
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2. When the customer make a complain, and the item needs to be send back for repair. How can I received this item without
using the Return/AP credit memo windows? </p>
The reason is, the item has been sold to distributor, distributor sold to dealer, and
then dealer sold to end user. While the end prices in between are beyond our control, we do not know what amount to put on
return/AP credit memo form. Is there a way we could just received it without involving journal entry (the amount)? and after repair, delivery it back to customer.
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3. Item A sold to Customer A, item B sold to Customer B. Then in reality, Customer A sold item A to Customer B. In our database, both CEC and Service Contract for item A will be under customer A. When customer B calls to make service call, how do we choose
that item serial number (being sold to customer A) for the service being made for Customer B?</p>
I tried to choose the serial number first on the servic call windows to bring that specific items, apparently Customer A automatically
filled in the customer field. If I tried to change the customer, the serial number field will be gone and can only be updated by
items belongs to Customer A.
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- The second scenario would be how to give service contract to customer whom items they bought mosly are managed by batch.</p>
It almost the same with question #1 above. When do we got to choose to link a service contract to 'specific' customer that we
want to provide service warranty? So when delivery/AR being made, all items inside it reflect the service contract we want.
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Seems like I stil have a lot to learn the advantages and limitation for this service module before implementing in our production database. Hope to hear any advices and feedback.
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Thank you,</p>
Peter
Edited by: Peter Widjaja on May 14, 2010 10:10 AM

Answer 1

roadman18,
This article should cover the issue you are experiencing. Give the steps outlined under the light patern a shot and let us know if it helps.
Best of Luck!
You can say thanks by clicking the Kudos Star in my post. If my post resolves your problem, please mark it as Accepted Solution so others can benefit too.