Closing Service Tickets

Closing Service Tickets and Invoice Creation to Customer

1) Receive Service Ticket from Technicians via E-mail for other branches or in a batch from MLB technicians
2) Open SME
3) Go to Service & Install Menu
4) Select Service Icon
5) Select Navigate Tab
6) Drop Down Box, select Go To
7) Type in Order Number
8) Go to the “Details and Settings” Tab and verify the following information:
a. Site Information matches Service Ticket
b. Order Number matches the Service Ticket Order Number
c. Service Code Field- will be based on what type of ticket it is.
Examples:
* Service Call
* W-Warranty for warranty work
* M-Maint/Gold
* M- Maint/Plat
* M-Maint/PM Only
d. Order Status Field- Select Drop Down Box and select according to the ticket type

Example:
* C-Complete (for work completed)
* BAT- Billed awaiting for original ticket (Other sites email copies of ticket)

9) Go to “Work Requested” Tab
a. Services Performed Field- on right side of the page. Provides the details that the technician entered, and the customer cannot see this information.
b. Services Requested Field- on left side of page. This information is printed on the invoice and customer can see everything that is typed in this field.
Information to Include in this field:
*Date
*Technicians Initials
*Total Labor Hours
*Summarize the technicians details from the Services Performed field proofread the spelling and grammar and ensure it is in a professional matter, as this prints on the invoice for the customer to see

10) Go to the “Order Items” Tab
a. Check to ensure all the Labor Hours and Parts are listed per the Service Ticket
b. Check to ensure Labor and Parts are coded correctly
c. To verify double click each line item one at a time

FDC Travel Example:
* Service Item Field- Will show as FDC Travel
* Billing Status Field- Ensure it is marked as Non- Billable
* Class Field- Must show as “Exempt Labor”
* Billable Qty: Mush show as 0
* Click the OK button once all is verified and updated correctly
* Click the Print/Hide to ensure it does not print on invoice

FDC Labor Example:
* Service Item Field- Will show as FDC Labor
* Billing Status Field- Ensure it is marked as Billable
* Class Field- Must show as “Exempt Labor”
* Billable Qty: Type in technicians hours from Service Ticket (example 2.5 hrs.)
* Unit Price: Refer to Price Sheet for each Branch (FDC Central, East, North, South and West)
* Click the OK button once all is verified and updated correctly

d. Check to see if parts are on Service Ticket and if they were entered as a line item already in SME.
If parts were entered already verify the following:
* Non-Taxable – Ensure it is checked, if not check the box
* Class Field- Ensure “Use Tax Paid” is selected
*If it did not automatically generate, click ok and go to Taxes Tab
* Verify taxes in Tax Group/Code and Order Tax Rate Field
*Go back to Order Items Tab
* Double click appropriate line item
* Select appropriate Tax in drop down box and select the appropriate tax for that County/Account
*Click the OK button once all is verified and updated correctly

e. If part has not been entered in SME , click the Material Tab
* Type in the part number in second column (Number) starting with 000
* Double Click the part number once found
* Non-Taxable – Ensure it is checked, if not check the box
* Class Field- Ensure “Use Tax Paid” is selected and if it did not automatically generate, select drop down box and select the appropriate tax for that County/Account

f. Select” Stock Details” Tab
Select Stock Tab
*If the line item for the part is “Yellow” you will need to Select Stock
*If the line item for the part is “Blue” the PO is still open, go see Scott Sherr in the Parts department to close the PO
* If neither of these are the situation, Double Click the appropriate storage location with availability
(Example: available 1, location Melbourne warehouse)
* Click OK button

11) Select the “Service” Tab
a. Type in FDC Trip Charge
b. Double Click on FDC Trip Charge and verify the following:
c. Class Field- Must show as “Exempt Labor”
d. Unit Price: Refer to Price Sheet for each Branch (FDC Central, East, North, South and West)
* Click the OK button once all is verified and updated correctly
* Click the Print/Hide to ensure it does not print on invoice

12) Select the “Totals” Tab
a. Verify the Charges Column only for accuracy against Service Ticket
b. Ensure “Export to QuickBooks” Tab is checked
c. If all is correct, select Generate Invoice
d. Write Date and Invoice Number on the top right-hand corner of Service Ticket

13) Select “Print/Email” Tab
a. Click the dropdown box and scroll down to select “Service/Box Invoice (Non- Repeating)”
b. Print (1) Copy of the Invoice and attach in the front of the Service Ticket with paperclip

14) Select “Print/Email” Tab
a. Click the dropdown box and scroll down to select “Email Service/Box Invoice (Non- Repeating)”
b. Email template will display with the email address to send the invoice
c. Carbon Copy (Cc) your email address so you will receive a copy of the invoice in your email for your records of sending the invoice

15) Place Documents in Billing Box outside the door for the Billing Department to file in A/R Box to wait on payment from customer