About Types of SM Work Orders

The Service Management module supports Customer, Job, and Preventative Maintenance work orders.

All work orders are maintained in the SM Work Orders form. Customer and job work orders are entered manually, while preventative maintenance work orders are generated using the SM Generate PM Work Orders form.

Customer Work Orders

Customer work orders are used when service work will be costed and billed to a customer. These work orders are created when the service site specified on the work order has a Type of C-Customer (in SM Service Sites). Work completed for these work orders is billed directly in Service Management to the "Bill To" customer specified on the work order scope.

Job Work Orders

Job work orders are used when service work will be costed to a job and billed in the Job Billing or Accounts Receivable modules. These work orders are created when the service site specified on the work order has a Type of J-Job.

When capturing work completed for job work orders, the system uses the phase and cost type associated with the work completed line to post the costs to specified job in Job Cost (via the JC Cost Detail table). The Costing Method defined for the work order determines how the system sends costs to JC. If the costing method is Actual Cost, the system sends actual costs to JC. If the costing method is Markup, the system sends revenue (cost pus markup) as cost to JC. For more information, see the F1 help.

Records interfaced to the Job Cost Detail table (JCCD) are assigned a JCTransType as follows:
  • EM (work completed equipment)
  • MI (work completed miscellaneous)
  • IN (work completed inventory)
  • PR (work completed labor)
  • AP (AP transaction lines with SM Work Order type referencing a job work order or transaction lines with PO type referencing an SM job work order).

Preventative Maintenance Work Orders

Preventative maintenance work orders are generated using the SM Generate PM Work Orders form, and apply only to customers with which you have one or more active agreements (in SM Agreements).

During work order generation, the system uses a combination of filtering criteria to determine which services are due and then based on the services you select, will generate work orders accordingly. For services with the Separate Work Order box checked (in SM Service), the system creates a separate work order. If multiple services are assigned the same service site, service center, pricing method (and rate template, if applicable), call type, and schedule date, they are grouped together on the same work order/scope.

If you manually add a work order scope, the agreement-related fields are enabled, allowing you to associate the work order scope with the appropriate agreement. However, these work order scopes will be considered "add-ons" and cannot be associated with a specific service on the agreement. In addition, the add-ons are billed separately from the agreement (either in SM Work Orders or in SM Work Order Billing).