RA Quick Guide

Acknowledgements
Program Design by Chris van der Waal
Mark Kornhauser
Simon McEnlly

Programming by Chris van der Waal

Simon McEnlly
Matthew Burnell

Documentation by Chris van der Waal

Mark Kornhauser
Simon McEnlly
Matthew Burnell
Steve Himmelreich

Training Videos by Mark Kornhauser

Copyright 2002 Technisoft Pty Ltd. All rights reserved.

Technisoft Pty Ltd.

Publisher

No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or

otherwise duplicated on any medium without the written consent of Technisoft Pty Ltd.

Use of the software programs described herein and this documentation is subject to the Technisoft Pty
Ltd License Agreement enclosed in the Software package.

All product names referenced herein are trademarks of their respective companies
Return Authorizations

Service Manager provides a comprehensive customer and

vendor return authorization system.

This Quick Guide is an introduction to the RA system only.

For a more detailed explanation of the features and functions

available in the RA Management System, refer to the Return
Authorization Guide.

Creating a Customer RA

Step 1

Click on the Return Authorization Icon from the VM

Management menu

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Clicking on the Return Authorization Icon will display the V/M

Return Authorization form ready for input.

Step 2

Select Customer RA from the drop down menu displayed in

the data entry screen.

Step 3

Click on the Proceed button to begin creating a new CRA.

After the proceed button is clicked, the Site field will become
visible allowing data to be entered. The Site finder can be used
to search for a customer site to enter into the CRA form.

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Step 4

After the Site detail is entered, tab away and the system will
refresh and display the relevant fields.

Step 5

The RA Status is by default set to Unreceived.

These fields are customizable for your benefit and allow

personalized specific definitions to be displayed.

Note After an entry has been receipted, the RA Manager will automatically
set the CRA Status to Received. In the case of a multiple equipment entry, the
system will only set the status to received after all items have been receipted.

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Step 6

Click the Insert icon on the main toolbar to insert an equipment

record.

Alternatively - Select the drop down menu to insert multiple

equipment or notations onto the CRA.

This will display the Equipment form. This used to enter

equipment, items or unresolved records onto the CRA.

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Step 7

Select the Entry Type.

Select Existing If the equipment already exists as a

site/equipment record within the Service Manager data.

Select Miscellaneous If there are no details on the item to be

returned but an RA number is required for tracking and
shipping purposes. Non standard items may also fall into this
category.

Select Unresolved If there are no details on the equipment,

but the model can be identified and the equipment details will
be resolved when the RA is receipted.

Select Item If the item exists as part of your Inventory Control

data.

Step 8

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Non-Existent Equipment
If the equipment record does not exist, it is possible to create a
new equipment record on the fly and add it to the RA.

Select the Existing option from the drop down menu, and use
the create new equipment record icon located to the right of the
Equipment number filed.

This will invoke the Create New Equipment program. Create the
details as required and add the new equipment record. Return
to the Equipment form.

Multi Select Features a Quick Create program which also

allows the creation of new equipment records on the fly.

Existing Equipment
Select the Existing option from the drop down menu if the
site/equipment being placed on RA exists.

Use the model finder to specify the model to be added to the

RA. Tab away to view the model details.

Note The serial number or the equipment number is

sufficient detail for the system to refresh and auto-complete the
remaining equipment details.

Step 9

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Profile Tab

The Profile tab displays Status, Line Status, Shipment Receipt,

Shipment Return and Reported Problem.

Enter details of the reported problem into the reported problem

field.

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Step 10

Accessories Tab

The Accessories Tab tracks any relevant accessory being

returned with the equipment.

Step 11

Faults Tab

The Faults tab permits the operator to enter details into the
system utilizing the Fault Analyzer and Solution Finder.

Details regarding common or recurring problems can easily be

identified. This allows for fast turnaround and efficient repairs.

Commonly enter the symptom first, then the analyzer will

resolve as part of the job process.

Step 12

Notation Tab

From the Notation tab, enter a notation attaching any objects to

it such as email addresses, documents or files, URLs. Insert a
follow up if required.

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Step 13

Once accepted, the system returns to the main RA screen with

an equipment details listed in the field at the bottom of the
window.

Click SAVE to continue the process and add further equipment

if applicable..

SAVE will generate an RA number.

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Step 14

Once the SAVE icon has been clicked, the RA Manager will
launch shipping details.

Specify the Ship Via method as pre-defined.

Enter the Tracking Number / consignment note etc

Enter the Shipping Method as pre-defined.

Check the From Address Tab to verify pick-up details.

Check the To-Address in case the goods are to be sent to an

office other than the operators company address.

Once these details have been checked, Accept the Equipment

form to continue.

Details can be left blank at this time if the customer is

responsible for organizing the return shipment details.

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Receipt of Goods

Step 1

To Receipt Goods In
Click the Receipts icon on the main RA form. This will open the
Receipt from Customer form.

In this example, we have used Unresolved but it could be an

existing equipment or miscellaneous.

Step 2

In the lower half of the form, notice the Available and

Receipted windows. Highlight the Unresolved item and select
the move (as pictured left) icon to begin the receipt process.

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Step 3

The Resolve Equipment form is now displayed. As equipment is

unresolved, the first part of this process is to resolve the
equipment.

Choose the appropriate Entry Type from the drop down menu
and various fields will be displayed according to the selection.

Enter a serial number. If it exists, the equipment details will

populate. If the equipment does not exist, enter a model.

If the quantity to resolve is greater than 1, you can use the auto
button to increment the serial numbers for subsequent
equipment records to be created.

Use a finder to locate the equipment if it exists in the system.

Step 4

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Select the Accept button once your equipment serial number

and details are correct.

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Step 5

After you TAB away from the serial number field, the
equipment details are updated. You are able to view extra
information on the equipment via the mini toolbar located in
the middle of the page.

View the individual line equipment profile as created within

the RA Manager.

View the Equipment Properties for this record

View Custom Fields associated with the equipment record.

These icons become active once the correct details have been
entered.

Click on close to continue

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Post RA Equipment records to a Job

Step 1

To add an RA to a Job. Open the required RA, select Post to

Document from the Tools drop down menu or select the Post
Icon.

Step 2

Select the type of document you require, as it is possible to

move the RA items directly to a Job or a Quote.

Step 3

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Select the appropriate method of posting as required. This

allows the operator to specify the following options:-

All equipment on the RA to be moved to single Job

or

Each piece of equipment to be moved to its own individual Job

or

Add the equipment on this RA to an existing Job in the system.

Step 4

Upon successful posting a message window will appear with

the details of the Job or Quote created.

You will also notice that upon returning to the main RA form,
the status has been updated for the operators convenience.

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Creating an MRA

Step 1

Select the type of RA to create. Vendor RA for a manufacturers

return authorization.

Step 2

If you have been issued with an RA number from the

manufacturer and wish to use this as your RA number (rather
than let the system auto generate an RA#), enter it into the RA
number field replacing the ***NEW*** characters.

BEFORE clicking the proceed button to continue with the RA

creation.

Alternatively just let the system auto generate the RA# in the
vendor MRA field.

Step 3

Enter the Vendor Site and the Vendor. These are mandatory
fields. Use the finder to select the required details.

After vendor details have been filled in, click on the Save icon
to continue with the MRA.

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Step 4

The RA Manager now displays the Return Shipment form.

Insert the method of shipment to be used in returning goods to
the manufacturer/vendor.

Once details have been entered and recorded, click Accept to

continue. The system will now return the MRA Number.

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Step 5

Next - insert equipment to return, whether it be single or

multiple equipment to the RA.

Step 6

The Equipment form will now appear. Select the type of record
being returned. Options are:-

Existing Equipment existing within Service Manager

Miscellaneous Miscellaneous equipment

Item An existing inventory item

Materials Request Materials request

For this exercise, we shall select existing equipment.

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Step 7

At this point, enter a serial number or an equipment number.

After entering either detail, tab away and the screen will
refresh completing other details on the form.

Details such as serial number, equipment code, model type and

model description will be displayed.

Step 8

Note The Equipment details are now displayed at the bottom

of the Equipment form.

Warranty information is available, history and custom fields.

Equipment Status can be updated from this form as well.

Click Accept after details have been completed.

This basically completes the creation of an MRA.

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Step 9

To return equipment to the vendor/manufacturer select the

Return Icon.

The Return to Manufacturer form will be displayed. Notice

specific details on this from include Available Return
Shipment, Not Yet Returned and Returned.

Step 10

Highlight an entry in the Not Yet Returned and click on the

move arrow to return the equipment to the
vendor/manufacturer.

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The entry will now be transferred to the Returned window.

After completing this task click on the close button to return

to the RA main form.

Step 11

Notice the updates on the RA form. Entry type now has a green
tick through it and the RA Status has been automatically
modified to received.

The RA has been completed and dispatched.

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Printing

Step 1

The RA system incorporates comprehensive printing features.

Select the print Icon from the toolbar to view available printing
options in RA manager.

Step 2

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Select the printing option required from the drop down menu.

RA Manager is designed to save common printer settings. It

also provides five user customizable definitions that can be
customized and saved. Select print button to action.

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Sample Prints

Confirmation

Print Receipt

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Print Return

Print Summary

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Print Per-Equipment

Print ALL options selected

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