Service Quote Terminology

! Any service requests from clients can be tracked by opening a 'Service' container. This acts as a container to host Service Quotes, Service Job Cards and Service Invoices.

Service Fields

  • Ref number
    • A unique serial number for each service.
    • Generated by Flowlens and cannot be edited or updated.
  • Title
    • Free text title of the service and why it is opened.
    • Every Service must have a title.
  • Type
    • Each service must have an associated service type. These should first be defined in settings and can then be used while creating services.
    • It is a compulsory field when creating a new service.
    • Once a type is assigned to a service, it cannot be changed.
  • Category
    • Each service must be assigned a service category.
    • Categories are defined in settings.
    • KPI for response time and reminders are defined in settings.
    • See settings to understand what information is required to define a service category.
  • Contact
    • Select an existing contact or create a new contact to store the name of the person who called/contacted for the service.
  • Company
    • Select an existing company or create a new company (a customer who contacted you for the service)
  • Address
    • Select an existing address or create a new address where the issue is.
  • Description
    • Free text detailed description of the issue/service.
  • Raised By
    • The user who raised the service.
    • Defaulted to current user but can be edited.
  • Assigned to
    • The user who the service is assigned to.
    • Defaulted to the current user who raised the service but can be edited later on.
    • Once 'Assigned to' is defined, the service can be assigned to other users in the system by selecting 'Reassign'.
  • Service under warranty
    • A boolean box to indicate whether or not the Service is current under warranty.
    • Set to 'False' by default but can be edited to 'True'.
  • First contact due date
    • Based on the category selected for the service, each service will get a 'First contact due date'.
    • This is the date by which the service must be responded to (not closed, just responded) to ensure that KPI is met.
  • First contacted at
    • This is the timestamp which indicates when the contact/company was contacted after the service was created.
    • If the user sends an email from Flowlens, the first email sent is when this date will get set to.
    • If the contact was made outside Flowlens via other means, then user can record first contact date/time using 'Actions' on the service.
  • KPI met
    • This indicates whether the KPI for the contact was met for the service.
    • If First contact due date > First contacted at, then this is set to True, else False.
  • Invoiced to date
    • This is the sum of all sales invoices related to the Service. An invoice can be created from Service via Service quotes. SeeService quotes for more details.
  • Paid to date
    • This is the sum of all sales invoices with the status 'Paid', that are related to the service.
  • To be invoiced
    • This is calculated as: (Sum of value all approved service quotes related to the service) - Invoiced to date.
  • Amount credited
    • This is the sum of all credit notes related to the service. A credit note can be created from service via Service Quotes. SeeService Quotes for more details.
  • Affected assets
    • This is where users can record the asset number(s)/serial number of each asset.
    • Users can search for asset serial numbers. If the asset is not found in Flowlens , a new asset can be created.
    • Related fields here are:
      • Asset : This is the serial number of the asset requiring service.
      • Location : Once the asset is in business, this shows the part location of the asset
      • Warranty Expiry : This shows the warranty expiry date on the asset. Using this field user can determine whether or not the service is in warranty.
      • Job cards : This shows the number of job cards open on the service. e.g '0/1' means that there is one service job created for the asset, but none are open.
      • Actions: This shows the list of actions available for the asset within the service. Available actions for an asset are : Receive, Dispatch, New Job card, Remove.
  • Affected parts
    • If the part that needs servicing is not a serial number part, i.e. it does not generate serial number, then instead of recording the serial number, just the part can be recorded.
    • If the part that requires service/repair is a serial number part, but the serial number is not known at the point of being logged, this can be recorded beneath the part number.
    • Once service can be used to service/repair multiple parts.
    • Related field here are:
      • Part:This shows the part which requires service/repair in the job card.
      • Quantity : This shows the quantity of each part that requires service.
      • Received : If the part in question is not asset-able, then the part can be received in. This shows the quantity of the parts that were received in for service.
      • Dispatched : A quantity of each part can be dispatched after service is finished. This field displays that quantity.
      • Job card: This shows the number of job cards open on the service. e.g '0/1' means that there is one service job created for the asset, but none are open.
      • Actions: This shows the list of actions available for the part within the service. Available actions for an asset are : Receive, Dispatch, New Job card, Remove.

Service Actions

  • Remove asset/part
    • This action is available in 'Affected Assets' and 'Affected Parts'.
    • Once an asset/part is added to a service, it can be removed from it using this action
    • It can only be removed if the asset/part has not been received in and/or any service job card has been created from it.
    • Once a service job has been created from an affected asset/part, it can not be removed.
  • New job card
    • This allows users to create a service job card for the affected part/asset.
    • This action is available in 'Affected Assets' and 'Affected Parts'.
    • If an affected part is asset-able, then a service job card can not be created for it from the affected parts section. Each serial number must be noted for the affected part and then an individual service job card must be created for each of assets.
  • Receive asset/part
    • This action is available in 'Affected Assets' and 'Affected Parts'.
    • This allows users to receive an asset/part in for service/repair.
    • If a part is received, user can specify the quantity and the location received in.
  • Dispatch asset/part
    • This action is available in 'Affected Assets' and 'Affected Parts'.
    • This action appears only when the parts/assets have been received in.
    • Users can dispatch the received asset/part using this action.
  • Reassign
    • Users can reassign the service to another user using this action.
  • Edit
    • Allows users the opportunity to edit the service description, contact, company , addresses and warranty.
  • Update stage
    • Using this, user can update the stage the whole service is in. Service stages needs to be first defined in settings to be used here.
  • Reply by email
    • Allows user to respond to the service via email.
    • If 'first contact' hasn't been recorded, it will be defined by sending an email.
  • New service quote
    • Allows users to create a new service quote for the service. SeeService Quote for more details.
  • Close
    • This action allows users to close a service.
    • Reasons for closure must first be defined in settings.
    • This option only appears if there are no open service job cards related to the service.
  • Create follow on service
    • Once a service is closed, and a follow on service is required, this option can be used to do the same.
    • This can be used if the service type/category has to be changed for the service. I.e. close the existing service and open a follow-on service.
  • Download PDF
    • This option can be used to download a pdf of the service.
  • New service
    • This is a shortcut that allows users to create a new service without first having to going to the service index page.
      ! Only certain users will have access to all areas covered in this glossary.
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