Table of Contents

1. Purpose
2. What does this field do?
   1. At the header level
      1. Cross Reference Number
      2. Assigned To
      3. Approved By
   2. At the line level
      1. Control Number
   3. At the detail level
      1. Replaced Part Disposition

Purpose

This interface is used to track, schedule, and perform services and repairs to items as requested by your customers. These tasks may take place on-site at the customer's location, or in-house at your warehouse. The service and/or repair can be done under warranty, for no charge, or as a standard work order. If done as a standard work order, the final result of the ticket will produce a sales invoice for the parts used and services rendered.

This area is comprised of four parts:

1. A fairly standard header along the left side of the screen that captures customer, warehouse, dates, and other types of relevant data.
2. A grid for the lines that will be serviced and/or repaired. Unlike all other sales related transactions in the system, an item is not required at the line level. The user has the option of specifying an item, just the nature of the customer's request, or both. These are the items that will be inspected, serviced, or repaired. At any time in the process prior to the ticket being completed, the line type can be changed. For example, it may start with a line type of Inspect, but then be changed to Repair once the technician has inspected the item.
3. A detail grid that records the actual work done to each line. These details are of two types: services and replacement items.
4. A read-only audit area that displays all actions taken and changes made to the ticket. Each line is timestamped and also displays the user that made the change. Users also have the option to add their own notes to this area via an action in the menu bar.

What does this field do?

At the header level

Cross Reference Number

Some sites may use a 3rd party application to handle the actual dispatching of technicians in the field. This field provides a means to tie the ticket number in that system to the ticket in Acclamare.

Assigned To

This optional field is intended to designate the user that is assigned to perform the work.

Approved By

This optional field is intended to designate the user that has approved the work. Some sites may have a process that reviews work that is requested, especially when done at no charge or under warranty. They may choose to not assign the ticket to a technician until a manager has approved the work.

At the line level

Control Number

This optional field can be used to record the serial number of the machine that is being serviced and/or repaired.

At the detail level

Replaced Part Disposition

When the detail is for a replacement part, Acclamare needs to know what is being done with the part being replaced. This field is used to tell the system to discard the item, put it back into inventory, or to put it back into inventory as damaged.