Managing Customer Order

Select the "Manage Customer Order" link under the "Customer Order - Services" business component.

The “Manage Customer Order" page appears.

To create customer order

Select the “Create Order” radio button.

Note: By default, some of the fields/tab pages may display values from the contract that is binding on the customer service order, if available. These fields/tab pages may also display values defined for the customer or the maintenance object, if not defined in the contract. You may change many of these values, if required.

Select the “Order Details” tab to record customer order details.
Select the “Work Execution Info.” tab to record work scope details.
Select the “TAT & Commercials” tab to record TAT details.
Select the “Shipping Terms” tab to record shipping details.
Select the “Billing Terms” tab to record billing details.
Select the “Taxes/Charges/Discount” tab to record TCD details.

To select the customer order # that you want to modify, confirm or cancel

Select the “Modify Order” radio button.
Enter the following:

Ref. Type/Doc #

Use the drop-down list box to select the basis on which you wish to create the customer order:

The system lists the following options:

Direct Order – Select this option to create direct customer order
Quote Based Order – Select this option to create customer order based on an approved pre-order quotation.

Order #/Rev. #

The customer service order and its revision that you wish to modify, confirm or cancel, Mandatory. The revision number that you specify must be the latest for the customer service order. However, the system retrieves details of the latest revision of the customer order, if you do not specify the revision.

The customer order that you specify must be valid as on the current date. The customer order must exist in one of the following open statuses: Draft, Fresh, Returned, Approved or Processed.

Help facility available

Select the “Go” pushbutton to display available details of the customer order that you have specified at the top of the page.

To modify customer order

The system retrieves previously-recorded details of the customer order that you specify at the top of the page. You may modify many of these values, if required.

To modify details of the customer service order, follow the procedure explained for creating a customer order.

To confirm customer order

The system retrieves previously-recorded details of the customer order that you specify at the top of the page. You may modify many of these values, if required prior to confirmation.

For modifying details of the customer service order, follow the procedure explained for creating a customer order.

Select the “Confirm” pushbutton.

On confirmation the system;

The status of the order is set to “Confirmed”.
Generates the execution documents such as AME, shop work order or repair order, exchange Order, if the relevant parameters in the “Define Process Entities” activity of the Common Master component are set to “Customer Order Authorization”. Subsequent to the generation of execution documents, the status becomes “Processed”.
Creates an exchange order (as displayed in the Top Assy Exch. Order # field), if exchange-related attributes are provided for the customer order. Displays the nature of the reason for exchange as “Internal” or “External” on creation of the exchange order. However, for advance exchange of parts, shop work orders are created only at the time when the part#/serial# is made available. The status of the customer order remains “Approved” till such time and changes to “Processed” as and when the part#/serial# is recorded in the customer order.
Generates the package, saves package # in the Customer Order and updates the status of the customer order as “Processed”.
Generates SWO if the Customer Order is required to be auto approved on confirmation, ie the process parameter “Work Order Creation On” in the "Define Process Entities” activity of the “Common Masters” business component is set as “Customer Order Authorization”.
Generates the CO in “Approved” status if the following conditions are true:

1. “Others” is selected as the “Order Applicability”

2. “Planning” is selected as the “Order Stage”.

3. “Not Required” is selected as the option for the parameter “Auto-generation of Work Order for Customer Order type ” Others" in "Planning Stage" in the “Set Sales Process Parameter” activity of the “Customer” business component.

Note that the system does not generate the execution document in the above scenario.

Generates the CO in “Processed” status if the following conditions are true:

1. “Others” is selected as the “Order Applicability”.

2. “Planning” is selected as the “Order Stage”.

3. “Required” is selected as the option for the parameter “Auto-generation of Work Order for Customer Order type” "Others" in "Planning" stage" in the “Set Sales Process Parameter” activity of the “Customer” business component.

Note that the system generates an execution document in the above scenario.

Updates the stock status information from the CO to SWO on creation of SWO.
Generates customer order automatically against the RO during RO issue confirmation in case of intercompany transactions if the following conditions are true:

1. The process parameter “Auto Generate CSO against Inter Company RO” is set as “Yes” in the “Set Sales Process Parameters” activity of the “Customer” business component.

Note: The system generates a customer order automatically in “Fresh” or “Approved” status based on the value set for the parameter “Status of autogenerated CSO against RO” in the “Customer” business component.

1. RO generation is manual initially.
2. Values are specified for the following inter company transaction parameters:

a) Status of CSO

b) Default Reason for Exchange for Exchange RO

c) Part # interaction from source to destination document based on

d) Default Order Priority

e) Inherit Work Unit / Task from source document

f) Default Task #

Note: On generation of SWO the CGR through which customer parts is received and to which an approved CO is associated backupdates the CSO for the station, Operator Code, Primary Work Center.

1. If RO is of type “Exchange”, then, the “Reason for Exch” drop-down list box in the “Exchange Info” group box is defaulted with the value as defined for the parameter “Default Reason for Exchange for Exchange RO”.
2. Cust. Service Rep. is not mandatory.
3. Primary Work Center is not mandatory if “Station” is not specified.
4. If RO Priority is not the same as CSO Order Priority, then a valid priority must be defined for the parameter “Default Order Priority” in the “Common Master’ business component.
5. Inherits the Task # in the autogenerated CO if the Task # from RO is same as the Task # in the MRO Task Master and if the parameter “Inherit Work Unit / Tasks from the Repair Order' is set as "Required".

To cancel customer order

The system retrieves previously-recorded details of the customer order that you specify at the top of the page. Check the details of the customer service order to ensure that it is the one that you want to cancel.

Select the “Cancel” pushbutton.

The system does not allow cancellation of AME document based on the associated CO if the following conditions are true:

Availability of open transactions or documents based on the CO associated to the AME document.
Existence of a direct Release # in "Fresh", "Confirmed", "Returned", "Processed" status
Existence of a Prepayment or regular Invoice in other than “Deleted” or “Reversed’ status.
Existence of debit or credit notes, item based or account based in other than “Deleted” or “Reversed” status.
Existence of a Customer Service Invoice in "Draft", "Fresh", "Held", "Authorized" status.
Existence of a CO based PO in "Open", "Short Closed", “NT Short Closed" or "Closed" status

The system performs the following on cancellation of AME:

Updates the status of the CO as “Cancelled” if the process parameter “Revocation of auto-generated CO on cancellation of AME” in the “Define Process Entities” activity of the “Common Masters” business component is set as “Yes”. The status of the CO is updated as “Approved” if the said process parameter is set as “No”.

The “Record Statistics” group box displays the following.

Created by	The name and code of the employee who created the customer order.
Created Date	The date on which the employee created the customer order.
Last Modified by	The name and code of the employee who last modified the customer order.
Last Modified Date	The date on which the employee last modified the customer order.
Confirmed by	The name and code of the employee who confirmed the customer order.
Confirmed Date	The date on which the employee confirmed the customer order.
Approved by	The name and code of the employee who approved the customer order.
Approved Date	The date on which the employee approved the customer order.

To proceed

Select the “Manage Order Execution” link to record execution details of the customer service order.
Select the “View Parts Information” link to view entire details of parts.
Select the “Manage Exchange Order” link to view exchange details of the customer service order.