Mass Complete/Close Service Calls

You can now complete and/or close multiple service calls at the same time using the Mass Complete/Close Service Calls utility. This is useful if your service calls are not being completed and closed automatically in the following scenarios:

• When all appointments for a service call are marked as Complete, the call status automatically changes to Complete.
• When an invoice for a completed service call is posted, the call status automatically changes to Closed.

If you are not using Service Management to track appointments or invoice customers, the status of your service calls may not be changing automatically. For this reason, you may have many service calls that are complete but are sitting with a status of Open. This utility allows you to complete and/or close all those service calls at once.

Exceptions

In the following cases, you may not be able to successfully process all service calls with this utility:

• If the Require Appointment Completion checkbox is marked on the Service Options window, you cannot complete a service call until all appointments for that call are marked Complete.
• If unposted costs exist on service calls, you will not be able to use the Mass Complete/Close Service Calls utility to close the service calls. Service calls with unposted costs can be manually completed.
• If all costs are posted, but not all costs are billed, you can complete the call, but you must post the invoice before closing the call.

If you attempt to complete or close service calls with open appointments, you will receive warning messages when running the process. The exception report that prints after running the utility will display those service calls that failed to process successfully.

Mass Close and/or Complete Service Calls

1. Select Microsoft Dynamics GP > Tools > Utilities > Service Management > Mass Complete/Close Service Calls. The Mass Close/Complete Service Calls window opens.
2. Select Redisplay to populate the list of all open service calls, or use the filter fields to show only those calls that fit your criteria. Choosing a customer range enables the Location fields and filters the lookup lists of locations, contracts, and service calls to only those of the customer(s) selected.
3. After changing your filtering options, select Redisplay to refresh the list of service calls.
4. Select the service calls to complete and/or close. You can also Mark All or Unmark All.
5. Mark whether you want to Complete Calls, Close Calls, or both. If you are completing calls, you must also enter a Completion Date. The operating system date defaults. You can use the Print button to print the Mass Close/Complete Calls Exception Report before processing. This report displays the current statuses of the selected service calls and indicates which of the calls have open appointments associated with them.
6. Select Process Calls. Depending on the process(es) you are performing, you may receive several warning messages.

When Completing Calls

If there are open appointments associated with any of the calls you have selected for completion, you receive the following warning message: There are open appointments associated with one or more of the service calls selected for completion. Do you want to complete the appointments associated with these service calls?

• Select Yes to complete any open appointment(s) and proceed with completing the calls.
• Select No if you do not want to complete the open appointment(s), but you wish to proceed with completing the calls. If the Require Appointment Completion checkbox in Service Options is marked, only the calls that do not have open appointments will be closed successfully.
• Select Cancel to cancel the process without completing any appointment(s) or calls.

When Closing Calls

If there are unposted costs associated with any of the calls you have selected for closing, the call cannot be closed. Once you've posted the costs and posted the invoice, the call can be closed. 

Select how you want to print the Mass Close/Complete Calls report. This report shows whether the selected calls were completed or closed successfully. 

If you have the Allow Posting Invoices With Actual and Committed Costs and Create COGS Distribution for Invoices options marked in Invoice Options, a GL transaction is automatically created to relieve the appropriate WIP/COGS accounts. Posting this transaction will relieve accounts for the service call.