Add component-level details of a customer request for field service

Article • 4/27/2026 • 2 min read

If you need to record further details of a service order, you can type additional information on the Service Order Problem Detail window, available through the Field Service Control (FSORD) page. This is where you can record and classify the nature of the basic problem as well as define the specific technical problem with specific machine components.

You can also add information after you receive a report from the field. This allows you to update machine configuration even after you close a service order.

To add component-level details of a customer request for field service

  1. Open the Field Service Control (FSORD) page.

    • Select Customer Relationship Management > CRM Transactions > Field Service > Field Service Control.

      Or

    • Search for FSORD or Field Service Control in the Navigation box and then select Field Service Control.
      The Field Service Control (FSORD) page appears.

  2. On the Toolbar, click More Actions.

  3. Select More Actions > Actions > Service Order Problem Details.
    The Service Order Problem Details (FSPROB) page appears.

  4. Click New on the Toolbar.

  5. Define the problem’s details:

    • Click the Problem Type arrow and select the type of problem reported for this machine.

    • Click the Open Linked Popup screen at the beginning of the Problem Type field to view the values.

    • Click the Area Affected arrow and select the area of machine where the problem was located.

    • Click the Area Affected Open Linked Popup Screen. You can add more information into each of these fields by either adding new values or modifying the existing values. This action displays the Popup Table Maintenance (POPUP) window.

    • Click the PM Procedures lookup reference and double-click the description code to use. The Lookup For PM Procedures window opens.

    • Click the Field Kit Procedures lookup reference and select the description code.

  6. Click Save on the Toolbar.

    After you specify component level details of the customer’s request, you can record actions you take on the service order.