servicemax training material v1 0 - svmx browser for training

Type of Document Document created Printed Version

Education material 2013-03-18 1.0Issued by Approved by

Erik KarlströmDocument title Subject (Project no.)

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User manual ServiceMax(Browser)

Created by:Erik Karlström, ARJOHUNTLEIGH

I. Version log___________________________________________________________________________41 Introduction to ServiceMax, ArjoHuntleigh________________________________________________5

1.1 Overview:________________________________________________________________________51.1.1 PRMS/ServiceMax Integration Overview____________________________________________51.1.2 ServiceMax Overview____________________________________________________________6

1.2 ServiceMax Navigation:____________________________________________________________71.2.1 Login to ServiceMax____________________________________________________________7

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1.2.2 ServiceMax Navigation__________________________________________________________81.2.3 ServiceMax Terminology_________________________________________________________91.2.4 Side panel – Recent Items_______________________________________________________101.2.5 Objects/Tabs__________________________________________________________________101.2.6 Page Layouts_________________________________________________________________111.2.7 Section Details________________________________________________________________111.2.8 Hover Links___________________________________________________________________121.2.9 SFM Buttons__________________________________________________________________121.2.10 Section Details______________________________________________________________131.2.11 ServiceMax Search__________________________________________________________131.2.12 ServiceMax Search__________________________________________________________141.2.13 Related Lists________________________________________________________________141.2.14 Opening a New Tab__________________________________________________________151.2.15 Links______________________________________________________________________16

2 Main processes______________________________________________________________________172.0 Order Creation_______________________________________________________________________17

2.1 Plan & Dispatch work_____________________________________________________________202.1.1 What is a Dispatch Console?____________________________________________________202.1.2 How to Access Dispatch Console__________________________________________________212.1.3 Dispatch Console Sections_______________________________________________________212.1.4 Work Order List________________________________________________________________222.1.5 SVMX-203 - Assign Preventive Maintenance Work Order to Team_________________________232.1.6 SVMX-204 - Assign Preventive Maintenance Work Order to Multiple Technicians_____________252.1.7 SVMX-205 - Assign Repair Order to Technician manually in the Dispatch Console____________272.1.8 SVMX-207 - Assign Rejected Repair order to another Technician in the Dispatch Console______282.1.9 SVMX-211 - Re-plan already planned Order to new time in the technician calendar___________302.1.10 SVMX-212 - Assign job to Technician that is NOT available (Holiday) and receive Warning message 31

2.2 Perform work____________________________________________________________________322.2.1 SVMX-302 - Reject work from calendar______________________________________________322.2.2 SVMX-304 - Get Customer Contact details___________________________________________332.2.3 SVMX-305 - Find Open Service orders by searching on Serial#___________________________332.2.4 SVMX-306 - Find Open Service order by searching on AH ID#____________________________342.2.5 SVMX-307 - Find Open Service order by searching on Customer ID#______________________342.2.6 SVMX-308 - Create new job on existing Case (Not required at this time for training)___________352.2.7 SVMX-310 - Create Service Quotation (Not required at this time for training)_________________352.2.8 SVMX-311 - Check Inventory in Service Van Location (Not required at this time for training)____352.2.9 SVMX-312 - Register test values for a specific Checklist on a Preventive Maintenance Order (Not required at this time for training)______________________________________________________352.2.10 SVMX-314 - Check Repair history by Product (Serial#)_______________________________352.2.11 SVMX-315 - Check Repair history by Customer site (Customer#)_______________________362.2.12 SVMX-316 - Attach Photo or Video to Service Order (Not required at this time for training)____362.2.13 SVMX-317 - Select Job and re-assign to new Tech ID (Take Work Order) (iPad Script)______362.2.14 SVMX-318 - Create RMA for Equipment or Spare part (Not required at this time for training)__36

2.3 Report work_____________________________________________________________________362.3.1 SVMX-401 - Report Actual time spent on job (Start and Finish date/time) (Not required at this time for training)__________________________________________________________________________362.3.2 SVMX-402 - Report Condition of Installed Product_____________________________________362.3.3 SVMX-404 - Order Spare parts to Service Van Stock Location (Not required at this time for training)_____________________________________________________________________________382.3.4 SVMX-405 - Order Spare parts to Customer Location (Not required at this time for training)_____382.3.5 SVMX-406 - Open new job for existing Order and Order spare parts to Service Van Stock Location (Not required at this time for training)______________________________________________________382.3.6 SVMX-407 - Report Time & Material (consume from van stock) and Select/confirm Bill-to (Not required at this time for training)__________________________________________________________382.3.7 SVMX-408 - Change Order Type and update Problem Description_________________________382.3.8 SVMX-411 - Report Latest Location of Product________________________________________392.3.9 SVMX-419 - Close Order (iPad)____________________________________________________392.3.10 SVMX-420 - Create New Lead__________________________________________________39

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2.3.11 SVMX-428 - Post Inventory for a Stock Transfer between Service Van Stock Locations (To be done by Stuart Overthrow)______________________________________________________________402.3.12 SVMX-493 - Work Orders With Do Not Integrate due to an Installed Product Changed_______412.3.13 SVMX-496 - A Work Order in ServiceMax has been flagged requiring the Back Office to create a Quote. 432.3.14 SVMX-497 - Parts request from a Work Order______________________________________442.3.15 SVMX-494 - A Work Order in ServiceMax has been flagged requiring the Back Office Attention, that is not a Quote, Parts Required or requiring a job to be created in PRMS and can be integrated into PRMS. 462.3.16 SVMX-499 - Validation of Work Order data from ServiceMax to PRMS for Invoicing_________47

2.4 Dashboards and Reports__________________________________________________________502.4.1 Dashboard and reports Terminology______________________________________________502.4.2 Dashboard Review_____________________________________________________________512.4.3 Reports Review_______________________________________________________________522.4.4 Running and Adjusting Reports__________________________________________________53

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I. Version logDate Versi

onSign Description

2013-10-28 0.1 EK Template created2013-03-18 1.0 EK Version 1 started

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Integration from ServiceMax to PRMS

ServiceMax

PRMS




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1 Introduction to ServiceMax, ArjoHuntleighTo begin with, we will introduce you to some general settings that is needed in order to run the core process flows.

1.1 Overview:

1.1.1 PRMS/ServiceMax Integration Overview

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1.1.2 ServiceMax Overview

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1.2 ServiceMax Navigation:

• Login/Logout Instructions• System Navigation & Terminology

• Global Search• Side Panel• Objects/Tabs• Page Layouts

• Browser Navigation• Open a New Tab• Careful what you click on

1.2.1 Login to ServiceMax

For Every Day Login:1. Go to salesforce.com (For training https://test.salesforce.com/)2. Type your username and password.

• Click on “Remember User Name” 3. Click on Log in to Salesforce.

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1.2.2 ServiceMax Navigation

1. Global search – search capabilities by all types of records, field values, etc.2. Objects/Tabs – types of records3. Side Panel – recent items and dispatch console access4. Home Page – quick snapshot of tasks, events and metrics

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1.2.3 ServiceMax Terminology

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1.2.4 Side panel – Recent Items

1.2.5 Objects/Tabs

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All Accounts, Locations, Installed Product and Cases information will be created in AS400 and carried over to ServiceMax. Most Work Orders will begin from AS400 but will be managed in ServiceMax.

1. Displays up to the last 10 records accessed

2. Provides hover option to review basic details

3. Allows direct access to record

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1. Object Icon – each object has its own icon to represent the type of record

2. List Views – drop down menus to filter the type of records3. Recent View – Shows the most recent records accessed for the object

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1.2.6 Page Layouts

1.2.7 Section Details

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1.2.8 Hover Links

1.2.9 SFM Buttons

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1. The hover links allow for viewing the related lists by hovering the underlined link

2. From the hover option, you can click the link to access the record

SFM buttons may appear in two different colors:Blue – Active; able to utilize and continue processing the request

You may encounter Grey Buttons which indicate Inactive options. There’s a step in the process that must be completed prior to utilizing the button or criteria has been set to disallow this process




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1.2.10 Section Details

1.2.11 ServiceMax Search

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1.2.12 ServiceMax Search

1.2.13 Related Lists

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1.2.14 Opening a New Tab

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• You can open as many tabs of ServiceMax as you wish. A bit like lots of sessions of AS400.

• Right Click to bring up a dialog box.

• Select “Open in New Tab”

• This opens the item selected in a new tab.

• You still have your original tab plus the new one to work on.

• If you make changes in one tab, it will automatically change the information in the other tabs, when you refresh or Press F5.




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1.2.15 Links

• ServiceMax will open anything that is underlined if you click on it.• Below you might think you are opening a Work Order as it is highlighted in

blue.• The mouse is on the product, this will open the Product not the Work

Order• You can always go back if you clicked on the wrong link. (Alt + )

• The mouse is on the product, this will open the Product not the Work Order

• You can always go back if you clicked on the wrong link. (Alt + )

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2 Main processes

2.0 Order Creation

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2.0.1 Comparing PRMS to ServiceMax Work Order

Case Comparison

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Work Order Comparison

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2.1 Plan & Dispatch work

2.1.1 What is a Dispatch Console?

• The Dispatch Console helps you easily manage your daily responsibilities:• Identify open Work Orders• Assign Work Orders to Multiple Technicians• Locate the most suitable Technician based on location, work load,

etc.• Schedule Work Orders and block time on the Technicians

calendars.• With the drag and drop feature assigning Technicians is a breeze, you

can even assign multiple Technicians to the same Work Order easily•• Note: Most Works Orders will not require assigning in the dispatch

console.•• The following will require assigning:

• Assigning to multiple Technicians• Assigning a Work Order to a specific technician on a set date and

time• Re-assigning a rejected Work Order• You can also check if a Technician is on holiday or away.

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2.1.2 How to Access Dispatch Console

2.1.3 Dispatch Console Sections

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Work Order List

Tree View

Calendar Map

Status Bar




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2.1.4 Work Order List

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2.1.5 SVMX-203 - Assign Preventive Maintenance Work Order to TeamA Preventive Maintenance work order has been created and should be planned to the entire Service Team. The WO is selected by the Dispatcher using the Dispatch Console. The Dispatcher selects ‘Manage Multiple Assignments’ and selects the ‘Service Team’ to add/plan a number of Technicians. An ‘Owner’ is selected and the WO is ‘Saved’.

1. Open ‘Dispatch Console’ by clicking the link in the menu to the left.

2. Find/Select an unassigned Preventive Maintenance order in the list of Open work orders.

3. Hover over the Work Order number with the mouse.

4. Click the arrow and select ‘Manage Multiple Assignments’.

5. Click/Select the ‘Service Team’ to assign to the WO.

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a) Answer ‘Yes’ on the question: “Do you want to add all the displayed technicians for the selected service team/territory?”

6. Select the Technician that should be the ‘Owner’ of the WO by clicking on the radio button in the ‘Owner column’.

7. Select ‘Start and End time’ for each Technician in the list.

8. Click Save.

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2.1.6 SVMX-204 - Assign Preventive Maintenance Work Order to Multiple TechniciansA Preventive Maintenance work order has been created and should be planned to more than one technician. The WO is selected by the Dispatcher using the Dispatch Console. The Dispatcher selects ‘Manage Multiple Assignments’ and then selects the Technicians to add/plan by clicking on their name. An ‘Owner’ is selected and the Planning is ‘Saved’.


2. Find/Select an unassigned Preventive Maintenance order in the list of Open work orders.

3. Hover over the Work Order number with the mouse.

4. Click the arrow and select ‘Manage Multiple Assignments’

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5. Click/Select the Technicians to assign to the WO. (E.g. Click on the names of ‘Andy Perry’, ‘Chris Aylen’, etc.).

6. Select the Technician that should be the ‘Owner’ of the WO by clicking on the radio button in the ‘Owner column’.

7. Select ‘Start and End time’ for each Technician in the list.

8. Click Save.

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2.1.7 SVMX-205 - Assign Repair Order to Technician manually in the Dispatch ConsoleA Repair work order has been created and should be planned to a Technician. The WO is selected by the Dispatcher using the Dispatch Console. The Dispatcher selects the WO and drags it into the Technician Calendar. Start/End time and Drive/Service Time is selected and the WO is saved.


2. Find/Select an unassigned Repair Order in the list of Open work orders. 3. Drag and Drop the WO to the Technicians calendar.4. Select ‘Start & End Date/Time’. (E.g. 2014-03-18)5. Update ‘Duration Time’.6. Click Save.

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2.1.8 SVMX-207 - Assign Rejected Repair order to another Technician in the Dispatch ConsoleA Repair work order has been rejected by a Technician and appears in the Dispatch Console as ‘Rejected’. The WO is selected by the Dispatcher using the Dispatch Console. The Dispatcher selects the WO and drags it to another technician’s calendar. Start/End time and Drive/Service Time is selected. WO is removed from current Technician and reassigned to the new technician before it is saved.


2. Find/Select a Repair order that has been rejected (WO Status = Rejected) in the list of Open work orders.

3. Drag and Drop the rejected WO into another Technicians calendar.4. Select ‘Start & End Date/Time’. (E.g. 2014-03-18)5. Update ‘Duration Time’.6. Select ‘Remove current assignment and reassign the work order’ check-box.7. Click Save

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SVMX-210 - Filter and Monitor work orders where SLA & KPI are at riskA WO has been assigned to a Technician, but the current planning violates the agreed SLA (E.g. the ‘On-site response time’ is at risk). The WO is flagged in the ‘Today’s Work orders’ Dashboard and the Dispatcher re-plans the work to make sure it meets the SLA.

1. Click/Select the ‘Today’s Work Orders’ link in the left menu.

2. Click the ‘Refresh’ button to refresh the Dashboards.3. Click/Select the ‘WOs within XXX Minutes of SLA’ Dashboard (E.g. Usually 120 minutes)

4. Click/Select the WO to re-plan. 5. Click the ‘Dispatch Technician’ SFM.6. Drag & Drop the WO into the Technician calendar.7. Select ‘Start & End Date/Time’. (E.g. 2014-03-18)8. Update ‘Duration Time’.9. If WO already planned:10. Select ‘Remove current assignment and reassign the work order’ check-box.11. Click Save

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2.1.9 SVMX-211 - Re-plan already planned Order to new time in the technician calendarA Repair work order has been created and planned in the Technician calendar. Customer contacts ArjoHuntleigh and requests re-planning of the WO to the next day. WO is re-planned in the Dispatch Console and saved.


2. Find/Select the Repair Order in the list of Work orders and find the WO in the Technician Calendar.3. Drag and Drop the WO to the new time. 4. Or you can Double-click the WO-event in the Technicians calendar.5. Select ‘Start & End Date/Time’. (E.g. 2014-03-18)6. Update ‘Duration Time’.7. Click Save

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2.1.10 SVMX-212 - Assign job to Technician that is NOT available (Holiday) and receive Warning messageA Technician is away for Holiday on a certain date. The Holiday is booked in the Technician calendar and a warning message appears when the SVC Dispatcher tries to assign a WO on the specific date.

Note! The Holiday can be planned by the Technician from the iPad by adding an event to the iPad Calendar. This will prevent the SVC Dispatcher to plan and dispatch any jobs for that period of time.


2. Drag & drop an unassigned WO to the Technicians calendar and select ‘Start & End date/time’ to be the same as the Holiday time.

3. Click Save4. A warning message will appear saying events already exist.5. Click OK and reschedule for either another day or another day

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2.2 Perform work

2.2.1 SVMX-302 - Reject work from calendarA WO has been assigned to a Technician and planned in the Calendar. The Technician is not able to perform the work and calls the SVC Dispatcher who rejects the WO from the SVMX Browser. The WO status changes to ‘Rejected’ and the SVC Dispatcher can view/re-plan the Rejected WO from the Rejected Work Orders Dashboard.

1. A WO has been created, planned and assigned to a Technician. The technician wants to reject the WO. A WO number is given to the SVC Dispatcher.

2. Find/Open Work Order (E.g. by searching in the Global search).3. Double-click the Order Status field and change the value in the drop-down list to ‘Rejected’.

4. Click Save.

5. Optional: Open Dispatch console and select ‘Un-assign this Work Order’ to remove the WO from the Technician calendar.

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2.2.2 SVMX-304 - Get Customer Contact detailsA WO has been assigned to a Technician and planned in the calendar. The Dispatcher needs to view and Edit customer contact details on the WO.

1. Find/select WO in the Global Search.2. Scroll down to the ‘Customer & Contact Section’ and Enter/Change: 3. Contact Name 4. Contact Phone No.5. Signed By6. Service Report E-mail To

7. Click Save.

2.2.3 SVMX-305 - Find Open Service orders by searching on Serial#A WO has been created and the Service Dispatcher needs to find the WO by searching on the Serial number of the Installed product.

1. Enter ‘Serial number’ in the Global Search and click Search (Enter).2. Click on the ‘Installed Product ID’ link to view the Installed product.

3. Scroll down to ‘Work Orders (Installed product)’ related list.4. Click the ‘Work Order Number’ to view the Work order. Done.

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2.2.4 SVMX-306 - Find Open Service order by searching on AH ID#A WO has been created and the Service Dispatcher needs to find the WO by searching on the Arjohuntleigh ID number of the Installed product.

1. Enter ‘AH ID number’ in the Global Search and click Search (Enter).2. Click on the ‘Installed Product ID’ link to view the Installed product.

3. Scroll down to ‘Work Orders (Installed product)’ related list.4. Click the ‘Work Order Number’ to open the Work order. Done.

2.2.5 SVMX-307 - Find Open Service order by searching on Customer ID#A WO has been created and the Service Dispatcher needs to find the WO by searching on the Customer ID number (Asset tag) of the Installed product.

1. Enter ‘Customer ID number (Asset Tag) in the Global Search and click Search (Enter).2. Click on the ‘Installed Product ID’ link to view the Installed product.

3. Scroll down to ‘Work Orders (Installed product)’ related list.4. Click the ‘Work Order Number’ to view the Work order. Done.

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2.2.6 SVMX-308 - Create new job on existing Case (Not required at this time for training)

2.2.7 SVMX-310 - Create Service Quotation (Not required at this time for training)

2.2.8 SVMX-311 - Check Inventory in Service Van Location (Not required at this time for training)

2.2.9 SVMX-312 - Register test values for a specific Checklist on a Preventive Maintenance Order (Not required at this time for training)

2.2.10 SVMX-314 - Check Repair history by Product (Serial#)A SVC Dispatcher needs to see the ‘Repair history’ (previous Work Orders) of a specific Serial#.

1. Search/Find the Installed Product the Global search. Enter: Serial Number and click Search. (E.g. ‘BS1234’)

2. Click on the Installed Product ID link in the list to open the Installed Product record.

3. Scroll down to Work Orders (Installed Product) related list.

4. View previous Work Order in the list. If more than 10 records; Click Go to List (+) link in the related list to see more records.

5. Click Work Order Number (E.g. WO-0000001) to view detailed repair history of the work Done.

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2.2.11 SVMX-315 - Check Repair history by Customer site (Customer#)A SVC Dispatcher needs to see the ‘Repair history’ (previous Work Orders) for a specific Customer site (Location).

1. Search/Find the Location the Global search. Enter: Location name and click Search. (E.g. ‘The Cedars’)

2. Click on the Location name link in the list to open the Location record.

3. Scroll down to the Work Orders related list. 4. View previous Work Orders. If more than 10 records; Click Go to List (+) link in the related list to view

more records.5. Click Work Order Number (E.g. WO-0000001) to view detailed repair history of the WO. Done.

2.2.12 SVMX-316 - Attach Photo or Video to Service Order (Not required at this time for training)

2.2.13 SVMX-317 - Select Job and re-assign to new Tech ID (Take Work Order) (iPad Script)

2.2.14 SVMX-318 - Create RMA for Equipment or Spare part (Not required at this time for training)

2.3 Report work

2.3.1 SVMX-401 - Report Actual time spent on job (Start and Finish date/time) (Not required at this time for training)

2.3.2 SVMX-402 - Report Condition of Installed ProductA WO has been assigned to a Technician and the quality/condition of the Installed product has changed. The Dispatcher reports the new condition of the product.

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1. Find/select Installed Product in the Global Search.

2. Click Installed Product ID# link to open IP record In the ‘Installed Product Details’ section:

3. Double-click in the Condition field.4. Enter/Select a new Condition (E.g. ‘Fair’) in the drop-down list.

5. Click Save.

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2.3.3 SVMX-404 - Order Spare parts to Service Van Stock Location (Not required at this time for training)

2.3.4 SVMX-405 - Order Spare parts to Customer Location (Not required at this time for training)

2.3.5 SVMX-406 - Open new job for existing Order and Order spare parts to Service Van Stock Location (Not required at this time for training)

2.3.6 SVMX-407 - Report Time & Material (consume from van stock) and Select/confirm Bill-to (Not required at this time for training)

2.3.7 SVMX-408 - Change Order Type and update Problem DescriptionA WO has been assigned to a Technician. The technician contacts the Dispatcher who needs to update the Order type and Problem description of the Work Order.

1. Find/select WO in the Global Search..

2. Click Work Order# link to open WO record

3. Click Edit Work Order.

4. Enter/Select: Order Type = (E.g. Change from ‘Error Call’ to ‘Warranty)

5. PRMS Order Description:6. Problem Description:7. External Notes:

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8. Click Save.

2.3.8 SVMX-411 - Report Latest Location of ProductA WO has been assigned to a Technician and the Latest location of the Installed product has changed. The Technician calls the Dispatcher who reports the new latest location of the product in the SVMX Browser.

1. Find/select Installed Product in the Global Search. 1a) Click Installed Product ID# link to open IP record.

2. In the ‘Installed Product Details’ section: Double-click in the Latest Location field.

3. Enter/Select a new Latest Location (E.g. ‘Room 2 Ward 3’) in the drop-down list.4. Click Save.

2.3.9 SVMX-419 - Close Order (iPad)

2.3.10 SVMX-420 - Create New LeadA Technician has completed a job and the customer shows interest in buying additional products from ArjoHuntleigh. Technician calls the Dispatcher and a lead is created by the Dispatcher to notify the sales team.

1. Find/select WO in the Global Search. Click Work Order# link to open WO record.

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2. Click the Create Lead (Blue button).

3. Enter/Select: Account: Location: First Name: Last Name: Title: Phone: E-mail: Lead Status: Lead Source: Lead Owner: Enter/Select: Description: Enter Select: Street: City: State/Province/ County: Zip/Postal code: Country:

4. Click Save.

2.3.11 SVMX-428 - Post Inventory for a Stock Transfer between Service Van Stock Locations (To be done by Stuart Overthrow)

A Stock Transfer has been created by a Technician and Back office needs to Post the inventory in order to trigger increments/decrements of the Van Stock Locations.Note! Document the Stock Quantity of the specific spare parts in the Source/Destination Locations prior to Posting of Inventory.

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2.3.12 SVMX-493 - Work Orders With Do Not Integrate due to an Installed Product ChangedA Work Order in ServiceMax has been flagged with Do Not Integrate due to an Installed Product Changed

1. In ServiceMax, Work Orders, select the view Work Orders with Do Not Integrate.

2. Right Click on Work Order Number and open in a new Tab.

3. Towards the bottom of the page in Applicable Notes, next to Notes For Back Office, there is a reason for Back Office Intervention. Check this states Installed Product Changed.

4. Follow standard procedures for a Changed Serial Number, in PRMS. 5. Ensure that the Installed Product on the ServiceMax Work Report matches that now on PRMS.6. Now fill in the Back Office Task Complete by and Details of Task Completed7. Once completed un-tick Back Office Attention Required and the Do Not Integrate button as well.

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- SVMX-495 - Work Orders in ServiceMax that requires creating in PRMS Work Orders in ServiceMax that requires creating in PRMS

1. In ServiceMax, Work Orders, select the view Lines to be created in PRMS.


3. Using the data from the Work Order, create a New Job in PRMS, using an order type that will not integrate with ServiceMax.

4. Now complete and invoice the job in PRMS.5. Now insert the Country Code, PRMS Filing number and line number in ServiceMax against PRMS Job

Number (i.e. U828137-001) 6. Now fill in the Back Office Task Complete by and Details of Task Completed also change the order

status to Invoiced.

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SVMX-496 - A Work Order in ServiceMax has been flagged requiring the Back Office to create a Quote.A Work Order in ServiceMax has been flagged requiring the Back Office to create a Quote.

1. In ServiceMax, Work Orders, select the view Work Orders requiring a Quote.


3. Towards the bottom of the page under Service Quotes, there should be a Quote Line. Right click on the Q number and open in a new tab.

4. There should be at least 2 QL numbers, at least one for Parts and one for Labour, (if not refer the quote

back to the FSE). 5. Open the QL and note the part number and Line Description, now go back and note the Quantity.

6. Repeat for as many parts as listed.

7. The last QL number should be the hours of labour required to fit the parts.

8. Now Create the quote in PRMS.

9. Now fill in the Back Office Task Complete by and Details of Task Completed

10. Once the quote is sent, go back to ServiceMax and un-tick Quote Required.

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SVMX-497 - Parts request from a Work OrderTo create a Parts Request in PRMS from a Work Order in ServiceMax.

1. In ServiceMax, Work Orders, select the view Work Orders with Parts Requests.


3. Towards the bottom of the page under Work Details, open the Line Number (WL) for the information to complete the parts request.

4. There are 2 possible scenarios, to either keep the PRMS job open and raise a parts request or close it down and raise a new job with the parts request.

5. Scenario 1. If the status is Assigned and the part is available, update the PRMS job with the parts request. Advise the Technician of the parts request.

6. Scenario 2. a. Option 1 - If the status is Completed, Create a New Filing Number in PRMS with the Parts

Request. The Work Order will integrate overnight and can then be invoiced.b. Option 2 - If the status is Received in ERP, invoice the customer and Create a New Filing

Number in PRMS with the Parts Request. c. Option 3 - If the status is Assigned and the part is not readily available, Create a New Filing

Number in PRMS with the Parts Request. Then close the Work Order in ServiceMax, checking that T&M is complete and the work sheet is signed.

d. Option 4 - If the status is Invoiced, Create a New Filing Number in PRMS with the Parts Request.

7. .Now fill in the Back Office Task Complete by and Details of Task Completed8. In ServiceMax un-tick the Part Required box.

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2.3.13 SVMX-494 - A Work Order in ServiceMax has been flagged requiring the Back Office Attention, that is not a Quote, Parts Required or requiring a job to be created in PRMS and can be integrated into PRMS.

Work Orders Requiring Back Office Attention

1. In ServiceMax, Work Orders, select the view Work Orders requiring Back Office Attention.


3. Towards the bottom of the page in Applicable Notes, next to Notes For Back Office, there is a reason for Back Office Intervention.

4. Carry out the requirements in Notes For Back Office, in PRMS. 5. Now fill in the Back Office Task Complete by and Details of Task Completed6. Once completed un-tick Back Office Attention Required.

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2.3.14 SVMX-499 - Validation of Work Order data from ServiceMax to PRMS for InvoicingTo validate the information from ServiceMax that has been received by PRMS, complete fields that have not been integrated, check for any Back Office Integration and to Invoice the Customer.

1. In ServiceMax go to the Work order tab and select the Work Orders to be Invoiced

2. Search for the Work Order that you wish to Invoice3. Right click on the first Work Order to open and select open in a new tab

4. Open PRMS Service Main Menu.

5. In ServiceMax, look for the PRMS order Number, then go to PRMS and enter the PRMS Order Number from ServiceMax less the Country Prefix against Order No. in PRMS and press Ctrl

6. In ServiceMax look for the PRMS Job Number and note the last 3 digits after the “–“. Ignoring the zeros before the number enter the line number into PRMS under line, the press Ctrl.

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7. In ServiceMax make a note of the Job Start Time. Insert this date in PRMS by Universal Service Date. Then check the date, the Serial Number, Condition (if service work as not required for repair work) and Engineer matches that in ServiceMax. If it is a repair job, take the hours from the Job Finish Time less the Job Start Time and round accordingly, then insert the price.

NOTE :- If condition is required the this is where it can be found (hover the mouse over the serial number (installed product and the condition will be displayed as below)

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8. Check in ServiceMax under Work Details if parts have been used, if so check the parts have been populated correctly in PRMS from ServiceMax. Any changes to parts pricing as per the service contract should be changed at this point.

9. Follow the requirements for the customer to decide if the Order is Complete. If the order is Complete, the complete in PRMS.

10. Follow the standard operating procedure to release the invoice or hold for monthly invoicing.

11. Once you have completed the process above, go back to the Work Order in ServiceMax and set the Order Status to Invoiced.

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2.4 Dashboards and Reports

2.4.1 Dashboard and reports Terminology

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2.4.2 Dashboard Review

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1. Pick a Dashboard from the List2. Click the Refresh Button to ensure the latest Dashboard. Reminder of

the Date/Time this Dashboard was last Refreshed3. Drill down on the detail report by clicking on the Dashboard

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2.4.3 Reports Review

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1. Click on a folder to display the reports available in the folder2. Click on the report name to display the report3. Select the reports you want to view (All Items is recommended- but

“Recently viewed is the default). 4. You can also search for a report if know the name




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2.4.4 Running and Adjusting Reports

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1. Click on any Report Link. The report will appear. You can also Edit and Export your data for a report.

2. Select the record you want to drill down on and click on Show Details3. The drill down (Show Details) will isolate the information of a specific record.

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