Service & field
Common operating scenarios for Service & field. Each page answers: what to do, why, the steps and what to avoid.
| Scenario | Short answer |
|---|---|
| Ad-hoc repair with no Service Contract | Ticket → (Quotation) → Service Order → complete → Invoice from the Service Order. |
| Selling equipment with installation | Mixed Quotation → Sales Order; deliver with a Delivery Order; if installation needs technician scheduling, create a separate Service Order. |
| Multi-phase implementation / SOW | Fixed-price Service Contract + Service Project + Milestones; push completed Milestones to the Billing queue. |
| Hourly services (legal, IT, outsourcing) | Time & Materials Service Contract; approve Timesheets → Billing queue → Invoice. |
| Periodic maintenance / retainer | Retainer Service Contract with periodic billing events; no Invoice for work inside the allowance. |
| Incident under warranty | Ticket linked to the asset; a Field Service Job under warranty creates no Invoice. |
| Helpdesk request that belongs to a service contract | Escalate to a Service Management Ticket, then create a Service Order or Field Service Job. |
| Urgent job, billing terms unclear | Ticket → Field Service Job; after completion decide to close it or create a Service Order/Quotation. |
| Same customer buys goods and maintenance | Two parallel chains on the same CRM Contact: Sales Order for equipment, retainer Service Contract for maintenance. |
| Scope change mid-contract | Create an Amendment for price/allowance; add Milestones on the Service Project. |
| Advance or partial invoice | One-off work: Invoice part of a Service Order line quantity; fixed price: Invoice per Milestone. |
| Wrong service Invoice | Void the Invoice; never delete the Service Order or Service Contract. |
| Work done by a subcontractor | Purchase Order → Service Confirmation → payable Bill. |
| Quotation converted to the wrong document type | Not yet Converted: fix the line structure then convert. Already Converted: create a new document. |
| Quotation will not convert to a Service Order | Check the Quotation is Accepted, not Converted, and every service SKU is linked to an active Catalog entry. |
| Service hours: SM Timesheet or operations project time? | Log on the SM Timesheet in Service Management; one hours source per Invoice. |
| Customer job or internal job? | Internal jobs start from an asset Work Order and are never billed; external jobs must have a payer. |
| Where are field technician hours billed? | Each job hour is billed through at most one channel, chosen by the system from the job’s source. |