Service cases overview
Goal
Understand after-sales service cases — warranty, repair, replacement, and supplier RMA tracking against a sold serial.
Who it is for
Service desk with service_case.view / service_case.manage. Setup needs service_cases.admin.
How cases fit the cycle
- Open a case on an issued serial (status
open; number prefix SVC). - Move to in_progress, then resolved (with a resolution), then closed — or cancel from open / in progress.
- Warranty status is snapshotted at open:
in_warranty,expired, orno_warranty. - Cases are operational tracking — they do not post stock or money by themselves. Pair with returns or sales credits when goods/money move.
Case types
warranty_claim, repair, replacement, supplier_rma.
Open the screen
Operations → Returns & service → Service cases.