Service Settings

Service Call Defaults

• Default Service Call Priority: The priority automatically applied to new service calls when no other priority is selected.

• Default Call Summary Report: The fixed report used as the default service call summary output.

• Scheduled Open Substatus: The service call substatus assigned when scheduled appointment behavior should keep or move a call into an open scheduled state.

• Auto-complete call from Appointment: Automatically completes the related service call based on appointment completion behavior.

Reimbursement Defaults

• Default Reimbursement Rate Category: The default reimbursement rate category preselected for reimbursable time-entry forms.

• Default Reimbursement Cost Category: The default service cost category preselected for reimbursement entries and eligible mobile reimbursement flows.

Business Central Dimensions

• Use global service dimension: Enables sending the configured Business Central global service dimension on applicable Business Central postings.

• Global Service Dimension: The Business Central dimension code used as the global service dimension.

• Global Service Dimension Value: The default Business Central dimension value sent with the global service dimension.

• Service Call Dimension: The Business Central dimension used to classify service-call-specific posting activity.

• Department Dimension: The Business Central dimension used to classify unbilled labor journal postings by employee department.

Maintenance Contracts

• Maintenance Call Type: The call type assigned to service calls generated from maintenance contracts.

• Maintenance Priority: The priority assigned to maintenance-contract-generated service calls.

• Maintenance Split Strategy: Determines how generated maintenance work is split when estimated work exceeds the configured workday.

• Default Maintenance Billing Product: The billing product used for maintenance contract billing when the contract does not specify its own billing product.

Inventory Posting Group Rules

• Inventory T&M General Business Posting Group: The General Business Posting Group used for inventory posting on time-and-material service calls.

• Inventory Maintenance General Business Posting Group: The General Business Posting Group used for inventory posting on maintenance contract service calls.

Service Reports Options

Default Call Summary Report: Selects the fixed-layout report used as the default service call summary output. Reports selected here are protected from deletion while they remain assigned as the default.

Invoice Options

• Service Invoice Report: The published fixed-layout report used to archive posted service invoice PDFs.

• Service Invoice Email

  • Subject Template: The default subject line used when emailing posted service invoice PDFs to customers.

  • Email Message Template: The default message body used when emailing posted service invoice PDFs to customers.

  • Available tokens for Subject and Email Message:
    {{InvoiceNumber}}, {{ExternalDocumentId}}, {{CustomerName}}, {{CompanyName}}, {{ServiceCallNumber}}, {{ServiceCallName}}, {{LocationName}}, {{InvoiceDate}}.

  • Reply-To Email: The reply-to email address used on service invoice customer emails.

  • Reply-To Display Name: The display name shown with the service invoice reply-to email address.

• Work In Progress (WIP) Accounting: Controls whether service invoice posting also performs WIP-to-COGS cost relief posting.

Custom Fields

Custom Fields let administrators add business-unit-specific fields to Service Calls, Appointments, and Equipment without changing the core system schema.

To add a custom field:

1. Select Add field.

2. In the new row, complete the following:

   • Display Name: Enter the label users will see on the form.

   • Field Name: Enter the system name for the field. This is used behind the scenes for integrations, APIs, and reporting.

   • Entity: Choose where this custom field will appear: Service Calls, Appointments, or Equipment.

   • Data Type: Choose the kind of information users can enter.

     • Text: Allows users to enter words, numbers, or short free-form notes.

     • Boolean: Allows users to choose a yes/no value.

     • Integer: Allows users to enter a whole number.

     • Decimal: Allows users to enter a number with decimal places, such as quantities, measurements, or rates.

   • Active: Turn the field on or off. Turning a field off hides it from forms but keeps any information that was already saved.

   • Sort Order: Set the order in which the field appears with the other custom fields.

3. Select Save Custom Fields.

Important limits from the spec: custom fields do not currently support lookups, dates, option sets, default values, required rules, conditional visibility, import/export of definitions, or per-field permissions. Up to 30 active custom fields are allowed per entity per business unit.

AI Resolution Summary

• Use AI Resolution Summary: Enables AI-assisted resolution summary generation when available for the service workflow.

• Resolution Summary Prompt: The prompt text used to guide AI-generated appointment or service resolution summaries.

Schedule Board Hours

Defines the standard working hours used by service scheduling. The specs describe this as the Service Settings workday configuration used by maintenance visit generation. When generated maintenance work exceeds the configured workday hours, the system uses these hours with the maintenance split strategy to determine whether to split work across multiple days or create multiple same-day appointments.

Holiday Dates

Defines the non-working dates for the business unit. Maintenance contract appointment generation uses these dates to skip holiday/non-working days. Dates are entered and displayed in the user’s browser locale, but the saved value remains an ISO date-only value: YYYY-MM-DD.