In December 2004, the client returns the Amplifier because it has developed a fault. In the Service Orders module, the service operator creates a new Service Order:

Immediately, the operator moves the cursor to the Serial No field in the first row of the grid and uses 'Paste Special' to bring up a list of Serial Numbered Items supplied by the business:

When the operator double-clicks the correct Item, all relevant information (Customer, Item, warranty status, etc) is brought in to the Service Order record.

The operator specifies a return date in the Planned Del. field, classifies the problem using the Std. Problem field on flip B and adds any relevant further information to the 'Comment' card. The Comment and Std. Problem fields allow information about the fault to be conveyed to the technicians.

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