Service Calls

Viewing the Service Call Dashboard

The Service Calls Dashboard displays all active service calls. Select the view drop-down to update the displayed information.

Available Views:

• Active Service Calls (default view): Displays all active service calls.

• Completed Service Calls: Displays all services calls that have been marked Completed.

  Note: This view is the default view if accessing Completed Service Calls from Services Processes under Invoicing.

• Inactive Service Calls: Displays all inactive service calls.

The dashboard displays the following information:

• Service Call Number

• Service Account

• Problem Type

• Call Type

• Priority

• System Status

• Substatus

• Booked Resource

• Created On (date and time)

IMPORTANT

• Do not delete a service call if there are associated costs to avoid orphaned records. You must first delete all costs before you attempt to delete the service call.

• Do not edit a labor entry on the Service tab. The service labor lines are a “copy” of the approved time entry and are not linked. These edits will not update the time entry that is sent to payroll.

Your ability to view cost fields and tabs depends on the security role assigned to your user ID. To view invoices and purchase orders (from the document hyperlink) in Business Central, you must have access to the platform.

Creating a Service Call

A service call can be generated from the Service Calls dashboard or the Quick Create window from the customer’s Servicing tab. Service call numbers are auto-generated in the following format: SC-yyyy-mm-#####.

Once a service call has been dispatched, the customer account cannot be updated on the service call.

Creating a Service Call from the Service Calls Dashboard

To create a service call from the Service Calls dashboard:

1. In the Service Operations sitemap, select Service Calls.

2. Select New.

General Tab

1. On the General tab, complete the following fields as needed.

   • Details section:

     • Service Call Number (auto-populates)

     • Service account (required): Select the customer account.

     • Problem Type: Select the problem type or create a new problem type.

     • Call Type (required): Select the call type or create a new call type.

     • Status / Sub Status (required): This defaults to Unscheduled; however, you can change this as needed. The statuses update automatically as the appointment is processed. The Completed and Posted statuses also have sub statuses. See Statuses and Substatuses for more information.

     • Customer PO Number: Enter a purchase order number.

     • Priority: Enter a priority.

     • Description: Enter a description.

     • Customer Instructions: Enter any instructions provided by the customer.

     • Parent Service Call: If the service call relates to another service call, you can select that here.

     • Timeline notes: Displays a number that indicates how many notes are attached to the service call. The number is zero when you are creating the service call.

   • Location section:

     • Functional location: This defaults from the equipment. See Functional Locations.

     • Service address: This defaults from the customer.

   • In the Financial section, the Billing Account, Price List, and Division are automatically populated from the customer.

   • The Appointments section displays the appointments for the service call. It is empty when you create a new call.

   • In the Contacts section, select the Reported By contact.

   • In the Equipment section, select the Equipment the call is for.

2. Select Save to continue adding information on the other tabs or Save & Close.

Appointments Tab

The Appointments tab displays all appointments for the service call. See Appointments for more information.

Costs Tab

The Costs tab displays cost information for each dimension. Dimensions must be assigned to the product or service for the cost information to be displayed in the correct row. To view details about a specific cost dimension, mark the radio button to the left of the dimension and select View Details.

Costs are synced with Business Central based on the General Ledger accounts mapped in Settings. See Assign General Ledger Accounts.

Products and Service Tab

On the Products and Service tab, you can enter or view inventory and non-inventory products and labor or rental services. For more information, see Adding Products and Services to a Service Call.

Add Products

Inventory and non-inventory items are added to the service call on the Products tab.

1. To add a product, verify that Products is selected and then select Add product.
   Complete the following fields:

   • Product (required): Use the lookup to select a product or you can create a new product.

   • Unit (required): This read-only field shows the base unit of measure for the selected product.

   • Line Status (required): Select Used if the product has been used for the service call. Only products marked used will be added to the invoice.

   • Estimated Quantity: If you selected Estimated for the Line Status, enter the estimated quantity.

   • Quantity (required): Enter the quantity used.

   • Warehouse (required): Select the warehouse the product is coming from.

   • Allocated: Select Yes to update the available inventory quantity for the selected warehouse.

   • Description: Enter a description that will display on the service call.

   • Internal Description: Enter additional information if needed.

2. Select Save or Save & Close.

Add Services

Select the Service button to view labor entries that are automatically created when a time entry is approved. Alternatively, you can add a rental service or travel hours line by selecting Add Service.

IMPORTANT: Do not edit a labor entry on the Service tab. The service lines for labor are a “copy” of the approved time entry and are not linked to the actual time entry that can be viewed on the Time Entries tab or the Time Entries window. These edits will not update the time entry that is sent to payroll.

To add a service:

1. Complete the following fields to add a rental line:

2. On the General tab, enter the following information:

   • Service (required): Use the lookup to select a service.

   • Unit (required): This read-only field shows the base unit of measure for the selected service.

   • Line Status (required): Select Used if you are entering the labor time used for the service call. Only services marked as used will be added to the invoice.

   • Estimated Duration: If you selected Estimated for the Line Status, enter the estimated duration.

   • Duration (required): Enter the duration.

   • Description: Enter a description that will display on the service call.

   • Internal Description: Enter additional information if needed.

   • Enter or view additional information on the following tabs:

     • Estimate Information

     • Duration & Sale Amount

     • Service Relates To

     • Actual Cost

     • Other Notes

     • Related

3. Select Save or Save & Close.

Notes and Attachments Tab

The Notes and Attachments tab contains a log of the activity that's associated with the service call, such as phone calls, emails, and notes. This tab can also contain attachments such as repair manuals, troubleshooting tips, photos, images, or other documents pertinent to the service call.

To add attachments, select the Attachment icon. Browse and select the item, and then select Add note and close.

Related Tab

The Related tab lists tables that have a relationship with the service call table.

• Time Entries: View, add, edit, and approve time entries for the service call, regardless of the status.
  Note: Only approved time entries can be invoiced.

• Service Invoices: View service invoices for the service call.

• Purchase Order Lines: View, edit, and approve purchase order lines associated with the service call.
  Note: Purchase order lines should only be added to the purchase order when added to the purchase order record.

Creating a Service Call from the Quick Create Window

1. In the Service Operations sitemap, select Customer or Vendor.

2. Select the customer or vendor.

3. Select the Servicing tab.

4. Select New Service Call.

5. The Quick Create: Service Call window opens with the following fields:

   • Service Call Number (auto-populates)

   • Problem Type

   • Call Type (required)

   • Priority

   • Status (required)

   • Customer PO Number

   • Price List (auto-populates)

   • Division

   • Reported by Contact

   • Equipment

   • Description

6. Select Save & Close.