This is part of a big problem with S/R, but they are working on a fix. Soon and very soon.

FWIW, I really like the S/R module and the RMA feature, too. There are a number of bugs that need to be worked out, but the feature set is very good and they function is so close to SO-A, et al that very little training is required.  
 
Most of the bugs are not serious (like the serial number thing), just plain annoying:
 
- If you use SR-A to view a closed order then SR-A will not close (you have to end task)
 
- If an SR-A line item is listed as on Back Order then releasing it will add a Ship Qty without reducing the Back Order qty. You have to manually go back in and reduce or zero out the back order qty
 
- When you use SR-C to convert to work orders, you do not have access to work order qty. That's fine, unless you have added line items to the order. If you try to run SR-C again to make work orders for the added lines you have no choice but to make a second set of work orders for the lines that were on the order when you ran SR-C previously.
 
- SR-E, Release Service / Repairs, does not give you the opportunity to add tracking info like SO-E does.
 
- If you open an S/R order with SR-A after you have released it, as we do when we add the tracking info to the Notes (see above), the order is no longer released for billing. There is no warning for this, it just happens.
 
- For some reason, if you try to Save Settings in SR-G, you get an error and the settings don't save
 
The RMA module has a few quirks, too, but not much in the way of real bugs that we've found so far. I'm looking forward to seeing the work that is being done on both features. There is a lot of value in the S/R and RMA modules.
 

Colin,
 
I have been working on fixing these SR bugs and the Wiki page SR bugs as well.  Are there any other bugs or quirks that need attention?  What are the quirks in the RMA module?
 
Mike

Not really meaning to cause trouble (delays, rework, etc), but is there any thought in the current process about what is done with loaner equipment? We have a bear of a time keeping track of what is out on loan because we cannot track it inside Evo. Let me 'splain...
 
A hospital calls because there is a problem with their equipment and it is determined that they need to send their product in for repair. We use the S/R module (soon to be RMA module) and give them instructions for returning their items. Cool. However, they might have a surgery tomorrow and need a loaner to get through their cases for the 4 or 5 or 10 days that it will take us to get their stuff received, repaired and shipped. We make a Sales Order for the loaner, whether we are charging or not, and ship it toot sweet.  
 
Now it is just plain gone unless we remember to ask for it back. We have setup and abandoned several methods in turn, including a) not billing the loaner so that it stays open, b) invoicing from special location to which and equal an opposite transaction is posted on return, and c) tracking the loan in the customer record of our CRM. Option a) failed because we were left without a transaction record, option b) requires an auditing step that was let slip for various reasons, and option c), which we are currently using, is hit-or-miss due to its being a manual, external process.  
 
The best solution would be if there were a real Loaner type of order in the RMA module with its own inventory of equipment and reporting for what is due back when.  
 
Now that I've written up this completely unreasonable idea, I think I'll post it over in the Suggestions for Updates, too.