DBMS Service User Manual PDF

DBMS Service User Manual
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The chief processes defined in the document are as below:
Customer Equipment Card
Creation of Service Call
Assigning Service Call
Creation of Parts Requisition
Creation of Estimate for Beyond Warranty Calls
Creation of Parts Requisition form from Estimate
Parts Delivery
Creation of Warranty Indent
Receiving parts ordered thru Warranty Indent
Parts Return
Warranty Invoice
Bill to Customer Invoice
Service Transaction Form
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Customer Equipment Card

The process for Customer Equipment Card starts from the menu path:
Main menu Service Customer Equipment Card
Customer Equipment Card cannot be created manually in Sap Business One but can be updated and
viewed. There are provisions
(Customized buttons - Sub-Assy.Field-1 and Sub-Assy.Field-2) in SAP Business One to map the extra
fields for the complete information record.
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Sub-Assy.Fields-1
Sub-Assy.Fields-2
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Schedule
Once the machine has been installed successfully and the corresponding Service call (Call Type
Warranty and Call sub Type - Installation) has been closed, depending on the service schedule master for
the model, activities will be created in the SAP Business One.
Users can see these activities created for free services of the machine installed through the Schedule
button at the footer on the Customer Equipment Card.
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Service Call
Main menu Service Service Call
Call Creation in SAP Business One
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For creating a new service call, Serial No. of the machine and subject is mandatory. For selection of a
serial number press Tab on the serial no field.
For PDI process the cycle starts with a new machine invoiced from JCB, machine is invoiced to customer
or dealer and the CEC is created automatically through integration with other modules in SAP Business
One with all the details.
Note: If the invoice is created to the dealer then dealer will be mapped as the customer in the CEC.
Once the CEC is created in B1, dealer will log a service call for the same CEC with Call Type PDI and Call
Sub Type - PDI.
CRM Call Creation update to B1

Service call created in B1 flows to CRM then CRM validates the contract info and the information
regarding the Service Call in CRM gets updated in SAP Business One.
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Assign Technician for the Call in B1

Once the call is validated in the SAP CRM and gets updated in B1 then a technician gets assigned for the
call to take it forward in B1. System will validate if the status of the call has not been updated from
Open to Assigned.
After selecting primary technician on the service call and call status update, the call has been updated in
B1 and the updated information getting passed to CRM.
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Estimate to Customer for Beyond Warranty Calls

For generating the estimate for the parts required in service, select the Estimate option from the Create
Requisitions/Claims section.
Creation of Parts Requisition
Service engineer needs to create the parts requisition from the service call, which will be approved by
the parts department and issued.
Parts requisition is segregated into three different types viz. Claimable, Bill to Customer and Goodwill.
Not all parts requisition documents can be created for various call types. The following table shows
various combinations possible.
--Table.
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Select the parts which are required for the service of the machine under the respective document type.
Irrespective of the DNP, the service engineer requests all the parts in the PR document. During
requisition itself the systems shows the stock of the items engineer is requesting for. In case of non
availability of part, the engineer can select available quantity / alternative part / from another
warehouse.
The parts requisition created by a service engineer is added in drafts. The parts department can open
from drafts and add the document for further processing.
Issuing Parts
Parts department opens the drafts PR Document created by service engineer and adds the document.
During the process also, the system shows pops up an alert in case the requesting quantity is not
available in stock.
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Open the parts delivery (Main Menu -> Inventory -> Parts Delivery) and enter the service call no.
Customer and other details are populated automatically.
Select the Copy From on the right bottom portion of the screen and select sales orders
The system shows all the requisitions added in the system against the service call. Select the required PR
document and click on Ok.
Change the quantity in case the entire quantity requested need not or cannot be delivered at the
moment. You can decrease the quantity but not increase it.
Press on Add button to create the Delivery Document. The parts will be issued and stock is reduced
from the warehouse.
In case of warranty claimable calls, the parts which are greater than 25,000(or a designated value)
cannot be delivered from stock directly. A warranty indent needs to be created and submitted to JCB.
On approval of the indent, the part will be sent to the dealership. On receipt of the part, it can be
delivered against the service call. This applies only for the parts greater than 25,000 (or a designated
value) for warranty calls.
Creation of Warranty Indent
Open warranty indent (Main Menu -> Inventory ->Warranty Indent).
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Press Tab on the service call no field or enter the service call. Only the calls which have open parts
requisitions containing parts greater than Rs. 25,000 (or a designated value) can be selected or entered.
When the claim is created @ JCB, the warranty indent will be updated with the claim no, date and
status. In case claim rejected, the rejection reason and the note also will appear against the item in the
warranty indent screen.
Receiving parts ordered thru Warranty Indent

When the claim status is changed by JCB ASM/BSM, the updates can be seen in the warranty indent.
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Once the claim is approved the part will be shipped. The respective document in the DBMS is draft
GRPO. You can find the draft GRPO @ Main Menu -> Purchasing -> Reports -> Document Drafts.
Select the respective draft document thru the service call no or CRM Claim No. (notified by JCB). Open
the draft and add it once you have actually received the part in the stock.
Until this step is completed, you cannot deliver the item for service.
Delivering parts received thru Warranty Indent
Once the parts come into stock, you will be able to deliver them against the service call. Follow the same
procedure to deliver the less than Rs. 25,000 parts for issuing.
Return of unused parts for service
For return of unused parts in the service, use the Parts Return document (Main Menu -> Inventory ->
Parts Return).
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Enter the service call number and the system automatically populates the customer details. Select the
copy from button on the right bottom corner of the screen and select delivery
The system pops up a menu showing all the delivery documents of the service call. Select the delivery
document(s) and press okay. Remove the parts which are used for the service or change the quantity.
The return document should contain all the items that are being returned by the service engineer.
Warranty Invoice.
A warranty invoice needs to be created for the used parts under warranty. Go to Warranty Invoice (Main
Menu -> Inventory -> Warranty Invoice). The system prompts for the service call number in the following
screen.
You can see the parts that are going to be invoiced by clicking the show report button. System shows a
non editable form with all the invoice-able items.
Click on okay to create the invoice. System shows a confirmation message of the invoice creation.
Invoice for Bill to Customer
All the consumed parts for servicing a machine which are billable to the customer, an invoice needs to
be created. There are two options available here.
Go to Parts Invoice (Main Menu -> Inventory -> Parts Invoice).
Enter the service call number, rest of all the details populates automatically. Select the Copy From
option on the bottom right corner of the screen and select Deliveries
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The entire Bill to Customer deliveries appears against the service call. Select the documents required
and press okay.
Make any changes, if required, in discount etc. and add the Invoice.
All Requisitions
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Creation of Service Claim

Claim on JCB can be created further to the following pre-requisites:
a)
b)
c)
d)
Call should be assigned to a technician

Call status should be in fix
HMR needs to be filled in
Warranty invoice (in case of warranty calls, if applicable) needs to be generated.
In the create requisitions section, select the Create Service Transaction Sheet
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The document on successful creation will appear in the ST Form field as shown
below
Clicking on the orange arrow will open the service transaction form which looks like as shown.
--Service Transaction Sheet Screenshot
The following are the items that reflect automatically in the ST Form
a) For warranty mandatory service calls, the respective service item and its price
b) All the items consumed during the service.
The items created in the service transaction form are not editable.
In case of Service Calls which are not of Warranty Mandatory Service, only the parts used will reflect. In
case there are no parts used, a miscellaneous item gets created with a description . You should
change the description.
Submitting Service Claim
There is certain mandatory information required to submit the claim.
a)
b)
c)
d)
The services undertaken, in case of a mandatory service (picked up automatically).

Various parts used in the service process (picked up automatically).
Failure type of the faulty item that has been replaced (Main / Consequential).
The related job type for the part (J1, J2, J3). The same job type cannot be assigned to more
than one item having Main failure type.
e) Service Code, Section code, Subsection Code, Cause Code, Cure Code for the parts used. This
info is mandatory for the parts having Main failure type.
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The following are the different Type of Work available in Type of Work.
1. Parts : All the material used in the service call. Greater and Less than 25K. This comes
automatically and you cannot edit
2. Service: Claimable Mandatory Service items. This also comes automatically.
3. Repair: In case any part is just repaired but not replaced, you need to enter the part no on
selecting Repair type of work
4. Misc: All the miscellaneous services that are carried out.
5. RTS: The parts defined under RTS
Submission of Service Claim
After entering the entire detail in the service claim, close the service call. Entering the resolution is
mandatory for closing the service call. On closure of the call, the service claim is automatically submitted
to JCB.
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