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Service Call Contract Number update

Former Member
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When can one change a contract number on a service call?

Here's the situation. Serialized product is sold to Customer A with a service contract. Customer A transfers or re-sells product to their channel partner, Customer B. Customer B then sends product in for service.

The service people don't know what product shuffling has happened since the product left the factory, and they really shouldn't have to. They just create a service call, look up the product by serial number, and then fill in the problem info from Customer B over the phone.

When they are entering the service call they can change the customer number and contact but they can't update the contract number.

Even if they can jump to the Customer Equipment Card and change the customer and contact person there, or close the old contract and create a new one, they can't update the contract code on the service call.

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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If they jumped to the Customer Equipment Card and changed the customer and contact person there, or closed the old contract and created a new one first, they should be able to update the contract code on the new service call. However, if the service call had been created before this acton, it might not have any options to change.

Thanks,

Gordon

Former Member
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Hello Gordon,

After update to SBO 2007 (we're on PL 44 now), it wasn't possible anymore to change a Customer Equipment Card and the linked Service Contract to another customer.

It sometimes happens that a company is merged with a company which already exists in SBO. So company A and company B are seperate Business Partners in SBO. Company A and B decide to merge. For both companies there are Customer Equipment Cards and Service Contracts. After the merge all the instruments of company A have to be transferred to company B.

Before version 2007 it was possible to transfer Customer Equipment Cards and Service Contracts to another BP.

The only thing to achieve this in the current version I believe is to create new Customer Equipment Card and Service Contracts for company B and close the ones of company A.

Do you know another way to solve this, because sometimes there are more then 50 instruments which have to be transferred to another company.

Best regards,

Tim

Former Member
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Please ask your question by post a new thread. Forum rule only allow thread owner to ask question.

Thanks,

Gordon

Answers (1)

Answers (1)

Former Member
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Client found other solution.

former_member201156
Participant
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Cindy

I have the same issue?  What solution did you implement?

kind regards, Sotos Soteriou

Birmingham, UK