Parts "disappearing" off repair orders

[partsguy]

Is anyone experiencing a problem where your counterperson puts a part on a RO, hits "F5" and the part goes back to stock (rather than posting to the RO)? I was going to say that this is a fluke, but several of my counterstaff have experienced this recently. We have been PL II for over 3 years, and this seems a very recent problem. We have noticed no "pattern" as of yet. Any Ideas???

Bruce

[Matt Parsons]

Bruce, have you called the Customer Interaction Center to report this problem?

[partsguy]

Matt,

No, I have not because I have not been able to get any screen prints as yet, and I know they will want documentation...

Bruce

[Richard]

Curious, but are the parts STOCK parts, or are they ALL Special Orders? Look for a pattern. What Release are you on? Type "VER" at a command line to find out. We had a similar problem a few years ago. Special Order parts were returning to Inventory after the ticket went through batching.

[partsguy]

Richard,

I have talked to several of my counterpeople, and they have said that this has been mostly happening with stock parts, with several instances being when we bill an oil change. We have created a kit number for the OCS, and it seems to "delete" itself at times. We are on Base version 4.4, and our administrator is good at adding new releases as they come out.

Bruce

[Richard]

OK, you are billing an oil change as a quick service, using an op code in service, or are you billing the parts from the parts side?

The way we do it is PARTS bills parts, and we set up a part # for oil and half quarts of oil, as well as grease (Part # OIL, HALF, and GREASE). Make sure you have on hand qty of the parts you are trying to bill. If none of this is the case, the only other thing I can tell you is to make SURE that you counter people are hitting F5, and then have them go back and verify each RO they bill. I had a counter man SWEAR he was hitting F5...and he was....the f key, then the #5.

[partsguy]

Richard,

We bill from the parts side. If this was happening to just 1 inexperienced person, I would shrug it off. But, it is happening to my experienced people as well...

Bruce

[Richard]

I still would start by going BACK into each ticket to make SURE the parts 'took'. Better safe than sorry. One other thing, is it ONE part # that causes the problem? Say, 25010792, or such? Or is it truely random?