Background: Service Agreement Tracking Maintenance

Use the Service Agreement Tracking Maintenance (WTM) program to enter, change, and delete a service agreement. See Road Map for work flow.

This topic has these subtopics:

Service Agreement Numbers
Address Tracking
Events
Return Material Authorizations
Warranty Expiration Date
Audit Trail

Service Agreement Numbers

The system can create service agreements when you run the AR Invoice Register (RR) program. The numbers assigned depend on your setting for the Warranty assignment method option in the System Options Maintenance (XM) program (Warranty Tracking Options).

If you selected

The service agreement number is

S (serial)

The serial number of a serialized item. If an order is for many serialized items, multiple warranties are created.

If an order also has non-serialized items under warranty, the system creates another agreement for them, using the format set up in the Numbering System Setup (XOC) program.

I (invoice)

The invoice number; all items subject to warranty on an invoice are on the same service agreement.

If the invoice number is 0000001029, the agreement number will be 0000001029-1. If multiple items are covered by warranty, each is assigned an Item sequence number.

G (generate)

A system generated number that uses the format defined in the Numbering System Setup (XOC) program; all items subject to warranty on the order are assigned to the same service agreement.

If the format uses the BRCH (branch) constant as a prefix and the branch is 10, then the agreement number might be 1000002055. If multiple items are covered by warranty, each is assigned an Item sequence number.

O (order)

The order number; all items subject to warranty on an order are on the same service agreement. The number is the order number plus the line number of the first item under warranty.

If the order number is 0000002399 and the first shipment contains all lines or lines 1 and 2, the agreement number will be 0000002399-1. If a second shipment contains line 3, 4, and 5, its agreement number will be 0000002399-3. If the first item on the order is not a warranty item, but the second is, its agreement number will be 0000002399-2. If multiple items are covered by warranty, each is assigned an Item sequence number.

If you enter a service agreement with this program and click New or enter #, the program assigns the next available agreement number. Use the Numbering System Setup (XOC) program to set up a warranty numbering scheme.

Address Tracking

The Track customer address option in the System Options Maintenance (XM) program (Warranty Tracking Options) determines the address that displays when you click the Address button.

If you selected

You can display or change this address

B

Bill-to only

N

Neither bill-to nor ship-to

S

Ship-to only

Events

You can set up event codes in the Service Agreement Tracking Codes (WTCM) program for significant occurrences in the service agreement process. Examples include component replacement, item replacement, labor, return to factory, and re-invoiced for repair. The purpose of creating events is to enter notes or data in user fields associated with an event.

Return Material Authorizations

After a service agreement is created, a Return Material Authorization for an item may be generated directly from the program, thus eliminating numerous field entries and allowing the customer service person the opportunity to review and modify the RMA as needed.

If an RMA includes a replaced item, the replacement item assumes the warranty characteristics of the item being replaced.

Serial Numbers

When a serial number on an RMA that was generated from an service agreement is replaced, the system updates the serial number on the service agreement.

Price Code

The System Options Maintenance (XM) program (Return Material Options) provides a price code selection. If the service agreement price code is left blank, the default code will be inserted into any RMA created from the service agreement.

Warranty Expiration Date

The warranty expiration date on new service agreements defaults in the following manner based on the activation date entered:

  • If an expiration date is manually entered, that date is used.

  • If no expiration date is entered, but the service agreement duration period is entered, then that date is used.

  • If no expiration date or duration period is entered, then the item's warranty period is used.

  • If none of the above exists, then the system uses the Max warranty duration number of days set up in the System Options Maintenance (XM) program (Warranty Tracking Options).

Audit Trail

To activate an audit trail, select one of the files listed below in the Audit Trail Maintenance (XAT) program. The system records all transactions. You can then run the Audit Trails (ATR) program and select that file to print a report of these transactions.

  • W1TA: Warranty Tracking Header

  • W1TI: Warranty Tracking Item File

  • W2TA: Warranty Tracking Components

  • W2TD: Warranty Tracking Comp Detail

  • W3TA: Warranty Tracking Operations

  • W3TD: Warranty Tracking Operation Detail