Assigning Tasks and Task Lists

Tasks and task lists can be assigned to service calls, maintenance contracts, and equipment. Assigning tasks to equipment on a maintenance contract will help insure that maintenance tasks are completed routinely for the equipment. Assigning tasks to an individual record will add tasks to the call in addition to any inherently attached to the equipment.

Assigning tasks and task lists to equipment

Tasks can be assigned to a piece of equipment, which is in turn attached to a quote, contract, or service call. Assigning tasks to equipment is especially helpful because maintenance appointments can be scheduled automatically based on the task schedule. For more information, see the section About MCC Calls.

Adding tasks to equipment

Choose Cards > Service Management > Service Manager. In the Service Manager window, select a customer. Choose Additional, and then choose Equipment.
In the Equipment Lookup window, highlight the piece of equipment you wish to add tasks to. Choose Edit.
Choose Maintenance Tasks in the lower right corner of the window. If there is more than one maintenance contract for this equipment, select the one you wish to edit in the Equipment Contract List window and choose Select. The Maintenance Tasks window opens.
If there are task codes already assigned to this equipment, they can be viewed using the arrows on either side of the Task Code field. If the task code you are viewing is part of a task list, the task list ID for that task will be displayed in the space below the Task Code. The arrows will scroll through all individual tasks for all task lists assigned to the equipment.
Selecting the Subtasks or Estimate tabs will display the subtasks or estimated time and cost for the individual task. Subtask materials can be added in the Subtask tab. Estimated hours and estimated costs for each task can be edited from the Estimate tab.
Multiple task lists can be assigned to a piece of equipment. To add a task list to the Equipment, choose Task List. This will open the Copy Task List window. Select the task list you wish to copy to the equipment record and fill out all the required information in this window. For more information on completing the Copy Task List window, see Copying a task list.
To assign an individual task to a piece of equipment, choose Tasks. If you choose the Tasks button while you are viewing a task code currently assigned to a task list, the new task will be added to that same task list within the record.
To add an individual task that should not be part of a task list, Clear the Maintenance Tasks window before choosing Tasks, or delete the task list ID that appears in the Task List ID field when the Contract Task Maintenance window opens.

Assigning Tasks and Task Lists to Records

Adding tasks to a quote, service call, or maintenance contract is a way to assign tasks to equipment in addition to what is already assigned to the equipment itself. For example, say a monthly oil change is assigned to an equipment record. During this month's visit, the technician notes the air filter may need replacement the following month. An air filter replacement task could then be assigned to a specific service call for that equipment. This task will then be completed along with the routine tasks attached to the equipment.
You can add tasks and task lists to records from their respective Task Maintenance windows.

Quote Task Maintenance window
You must own the Maintenance Contract Quote Module to access this window. Choose Cards > Service Management > Service Manager. Select the customer and choose Quote. Select the quote and choose Coverage. In the Quote Coverage window, select Tasks. The Quote Task Maintenance window opens. Use the task code lookup to select tasks from the database and Insert them into the list. Close the window and Save changes in the Contract Quote window.
Contract Task Maintenance window
Choose Cards > Service Management > Service Manager. Select the customer and choose Contract. Select the contract and choose Coverage. In the Contract Coverage window, select Tasks. The Contract Task Maintenance window opens. Use the task code lookup to select tasks from the database and Insert them into the list. Close the window and Save changes in the Maintenance Contract window.
Service Call Task Codes window
Choose Cards > Service Management > Service Manager. Select the customer. Choose History and select an existing service call, or choose New Call to create a new service call. In the Service Call window, choose Tasks. In the Service Call Tasks window, enter a task code in the Task Code field, or use the Task button to open the Service Call Task Codes window. Use the task code lookup to select tasks from the database and Insert them into the list. Close the window and Save changes in the Service Call Tasks window. Because service calls do not require an Equipment ID, tasks can also be added directly to the service call. See the following section, Assigning tasks to a service call, for more detailed information.

Assigning tasks to a service call

Because service calls are not always foreseeable or routine visits, you may need to schedule tasks for equipment aside from what tasks are automatically assigned to the equipment or its maintenance contract. Also, because an equipment ID is not required to set up a service call, you may need to add tasks to a service call directly. For instance, a customer may experience a problem with equipment that is not currently covered by a maintenance contract, or they may be unsure which piece of equipment is causing the problem.
You may have added a task to the service call using the Task Code field in the Service Call window. You can add additional tasks to the call using the Tasks button in the Service Call window. The Task Code field is disabled and blank if more than one task has been entered for a service call.
You can assign a task list to a service call by creating a service call task list or by copying an existing task list.

Open the Service Call Tasks window. The Equipment ID defaults from the Service Call window. Only one equipment record can be assigned to each task. If you have multiple equipment on the service call, you must create separate tasks for each record. If you select or enter a new Equipment ID on this window, and the equipment is inactive or retired, you receive a warning message: This equipment is inactive/retired. Do you want to continue? Choose Yes to continue adding the task with the selected equipment, or choose No to choose a different record.
Select a task by doing one of the following in the Task Code field:
- Use the browse buttons to scroll through the task codes that have already been assigned to the service call. If the task code has subtasks, you can view them using the browse buttons in the Subtask Code field. Likewise, if the task code belongs to a task list, the list name will appear in the Task List ID field
- Use the lookup button to open the Service Call Tasks – List window.

Editing existing task codes

Zoom on the Task Code field to open the Task Code Setup window.
Use the tree view button to open the Service Call Tasks – Tree window. Tree windows help to manage tasks assigned to the call. You can remove all tasks and subtasks attached to sublocations, equipment records, and task lists. Deleting a task deletes its subtasks. Likewise, deleting a task list deletes all its tasks and subtasks. Tasks are sorted in order of sublocation, equipment, task list, and task code. Changes made here will be unique to the service call and will not affect the task codes, task lists, or equipment records throughout the system.

Adding a new task to a service call

In the Service Call Tasks window, choose Task. Use the task code lookup in the Service Call Task Codes window to select an existing task code. Insert it and close the Service Call Tasks Codes window. The task, its subtasks, and any attached information will populate the Service Call Tasks window.
Complete the information in the Service Call Tasks window for each new task.
- Hours
  The total estimated labor hours entered for the task in the Task Codes window display. If you edit this amount, only the total estimated labor hours are affected, not the estimated labor hours in labor categories 1 through 5.
- Skill Level
  The skill level entered for the task in the Task Code Setup window displays. You can enter a new skill level or use the lookup to select one.
- Equipment ID
  Enter the piece of equipment being serviced by the task. One piece of equipment can be assigned to a task. If a task is to be performed on more than one piece of equipment, the task must be entered once for each piece of equipment. You can zoom on the Equipment ID field to open the Equipment lookup window.
- Sublocation ID
  Enter the location within the building where the task is to be completed. A location can be selected using the lookup if you marked the option Use Validation for Sublocations in the Service Options window. The lookup is disabled if the option is not marked.
- Trouble Code, Resolution Code
  Enter a trouble code and resolution code. Trouble codes provide another way of tracking types of service problems. Code numbers track what the problem was and how it was corrected. Tracking trouble codes can help determine how often you service a customer for the same problem, perhaps indicating the need for a maintenance contract agreement.
- Task Status
  The status selected for the Default Task Status in the Service Options window will default here. If you did not select a default task status, you receive a message instructing you to do so when you attempt to open the Service Call Tasks window. Override the default by choosing a different status from the lookup window. For more information, see Setting up the Default Task Status. You can use the Complete All button to change the status of all tasks to Complete.
- Completion Date
  The task's completion date will be set to the current system date and can be changed.
- Comment
  Enter a note up to 120-characters long.
- Originating Task Response
  If the service call was automatically created from a Repair task response, the task responses detail from the original call display in this field. For example, if there is a two foot tear in the upper left side of the trailer that needs to be repaired and billed to the customer, this field may display "2.2.1, Description: Left Side Damage Detail, Repair: Yes, Bill: Yes, Damage Type: Tear, Repair Method: Patch, Position: Upper/Left, Length: 2.00, Reference: 1, More: Yes." For information on creating a Repair task response, see Assigning Responses and Response Types to a Task.
- Task Response
  Task responses will usually be entered after the appointment to track detailed results for each task on a service call. To enter responses for each task, use the browse buttons to browse through each record in the scrolling window.
When you have finished adding tasks, Save the window. The service call appointment can now be scheduled. For more information, see Creating service calls using tasks.

When you use the Task button in the Service Call Tasks window, the Service Call Task Codes window opens. Choose Add Default Task to create a default task for the service call. Default tasks are automatically added to a service call when the call was initiated using the Find button in the Service Manager window.

Generating a Maintenance Contract from a Quote

Quote task lists, once created, can be used to generate maintenance contract quotes. From there, the quote can be converted to an actual maintenance contract. For more information, see Generating a maintenance contract quote in the Maintenance Contract Quote Module section. You must own the Maintenance Contract Quote Module to perform these tasks.

Scheduling Maintenance Tasks

About MCC Calls

When tasks are assigned to a contract or equipment and set to a schedule, you can choose to have these tasks scheduled as service calls automatically. These maintenance contract computer-generated calls are referred to as MCC calls.

MCC calls are created in a batch based on the tasking schedules defined for each piece of equipment. The tasks and subtasks assigned to the equipment record and its contract are what cause maintenance contract computer-generated (MCC) calls to be created.

For example, let's say we covered a piece of equipment, EQUIP000, by a maintenance contract. We could attach two maintenance tasks to equipment EQUIP000. One task is to be performed every month and one task every quarter, both starting in January. Therefore, when we create MCC calls for January, either one or two calls are created, depending on the technician assigned. If the same technician can perform both tasks, only one MCC call is created. If the tasks require different technicians, two MCC calls are created, one for each technician.

You can create MCC calls one month at a time. You should create the MCC calls only after your maintenance contracts are complete and up to date. Changes made to a maintenance contract after MCC calls have been created will not be reflected in the MCC call. We recommend all users be out of the system when MCC calls are being created.

Service level agreements aren't used with MCC calls. That is, while a maintenance contract could have a service level agreement associated with it, response times aren't calculated for MCC calls since maintenance calls are considered preventive and not time sensitive.

Creating and scheduling MCC calls

Choose Microsoft Dynamics GP > Tools > Routines > Service Management > Maintenance Contract > Create MCC Calls.
Choose the Year and Month from the drop-down lists.
Choose to create MCC calls for all customers or a single customer. Enter the applicable range information in the enabled fields.
Choose the Preview button to preview which MCC calls will be created. Maintenance tasks used to create service calls will have a service call ID assigned. Maintenance tasks without service call IDs are created when you choose the Create button.
Close the report preview to return to the Maintenance Tasking window.
Choose Create in the Maintenance Tasking window to create the MCC calls. You must have a default task status entered in the Service Options window for the MCC calls to be created. See Choosing Service Options. The first time during a session you choose Create, you receive the following message: It is recommended that you run the utility that matches technicians by skill level to maintenance tasks at this time. Do you wish to run the utility? We recommend you run the utility. If a technician doesn't exist at the location with the necessary skill level, the primary technician at that location is assigned to the task. Once the MCC call has been created, the Maintenance Tasks window is updated with the service call ID in the Service Call ID column.

If you open the Service Call Tasks window again and edit or delete the tasks for an existing appointment, the system will not update the appointment's estimated hours. The Total Appointment Hours and Total Task Hours in the Service Call, Appointments, and Service Call Tasks windows will be updated.
MCC calls are only generated once. If you choose the Create button and there are no new calls, you receive the message "There are no new service calls to be created for this period." If you create or edit maintenance tasks and rerun the service call creation process, only the new MCC calls will be generated.

Creating an MCC call for an individual contract

You can also create MCC calls for an individual contract from the Maintenance Contract window.

Once tasks have been added to the equipment on the Maintenance Contract, return to the Maintenance Contract window.
Choose Print > Tasking. The Maintenance Tasking window opens.
Select the Year, Month, and other range parameters for which you would like to create appointments.
The Maintenance Tasking window will only enable ranges available based on the contract. Because you are creating MCC calls for an individual call, most ranges will be disabled.
Choose Create. The appointments will be generated, and you will be prompted to print a report to review the appointments.

Suspending MCC calls

If you have equipment that is covered by a maintenance contract but do not want to create MCC calls for the equipment, you can temporarily place the equipment out of service.
You can place the equipment out of service by marking the Suspend MCC Calls checkbox on the Equipment Master or Equipment Component windows. When the checkbox is marked, MCC calls will not be created for tasks assigned to the equipment. However, suspending MCC calls does not delete tasks from the record. Unmarking the Suspend MCC Calls checkbox will resume the creation of MCC calls as usual.
If you suspend MCC calls for equipment that is a lead item in a group, all group items will also have MCC calls suspended. You cannot independently suspend MCC calls for group items.

If you suspend MCC calls for equipment that is a has-components record, the components will not automatically have MCC calls suspended.
If you suspend MCC calls for equipment that has open service calls, you will receive a warning message. If you choose to proceed, the open service calls will remain.
The Suspend MCC Calls checkbox will be disabled if:
- Equipment is not attached to a maintenance contract.
- Equipment has been removed from a maintenance contract.
When equipment is out of service:
- The equipment can still be added to a service call.
- Labor loading calculations will still include tasks for the equipment.

Creating service calls using tasks

Service call appointments are not always set to a routine schedule on a maintenance contract. However, you can generate individual service call appointments from service call tasks. Appointments also do not need to be attached to a piece of equipment.

Choose Cards > Service Management > Service Manager and select a customer record.
On the Service Manager window, choose New Call.
On the Service Call window, choose Tasks. The Service Call Tasks window opens. If there was an equipment record selected on the Service Manager window when the call was created, a default task was automatically created. The default task holds the equipment record information. Once more tasks are added to the service call for that piece of equipment, you can delete the default task.
If you are creating the service call for equipment, select an Equipment ID. An equipment ID is not necessary to assign tasks to a service call.
Add tasks to the equipment. Refer to the section Assigning tasks to a service call for instructions.If necessary, you can also assign more than one piece of equipment to a service call. Refer to Assigning more than one equipment record to a service call for instructions. You can easily review all equipment and tasks included in the service call by choosing the tree view button near the Task Code field.
When you have finished adding tasks to the service call, Save the window. The service appointment has been scheduled and appears on the Dispatch Board and the Technician Board.
Return to the Service Call window and complete the remaining fields as usual.

To view the appointment or make changes:
Choose the Appointments button in the Service Call window, or switch to the Appointments tab from the Service Call Tasks window. Tasks can also be edited using the Tasks button on the Service Call window or by switching to the Tasks tab on the Appointments window.

After making changes, Save the window.

Because MCC service calls are system generated based on tasks, you are not given the option of how appointments are created when tasks are assigned to the call. Therefore, appointment number 0001 will have a default status of Unassigned on service calls with an MCC call type.

Assigning more than one equipment record to a service call

From the Service Call window, use the Tasks button to open the Service Call Tasks window.
From the Service Call Tasks window, use the Task List button to open the Add Task List window, where you can assign a task list to an Equipment ID. Save the window to add the task list and equipment to the service call.
The Add Task List window remains open, and you can repeat this process to assign additional task lists to other equipment on the service call. Close the window when you are done.

- OR -

Use the Task button to open the Service Call Task Codes window, where you can assign tasks to an Equipment ID.
Select an Equipment ID, then use the System, Major, and Sub 1-4 fields to filter the task codes that you want to work with. Use the green arrow button in the Task Codes field to populate task codes in the first scrolling window. Select a task code from the scrolling window and use the Insert button to assign the task code to the equipment. Tasks that are assigned to the equipment appear in the second scrolling window.If you need to add tasks for multiple equipment records, select a new Equipment ID, and repeat the process of adding tasks for additional equipment. Close the window when you are done.
On the Service Call Tasks window, you can use the tree view button next to the Task Code field to view the Task Lists and Tasks assigned to the equipment on the service call.

Printing the Scheduled Maintenance Report

One of the primary benefits of task lists is to help technicians execute all tasks and log their progress during a service call. The Scheduled Maintenance Report can be printed out and given to technicians before dispatching and scheduling their service calls. This will serve as a quick reference for service call information as well as the task list itself.

Printing this report for a maintenance contract will show all MCC calls that are assigned for the contract. To print this report from the Maintenance Contract window, choose Print > Tasking. This opens the Maintenance Tasking window. Select the month and year and choose Print. Printing the report from here will automatically filter data so only MCC calls from that contract will display on the report.
Open the Maintenance Tasking window directly to print the Scheduled Maintenance report. From here you can filter by date, customer, or technician ranges. You can also print the report for all MCC calls generated in a specific month. Choose Microsoft Dynamics GP > Tools > Routines > Service Management > Maintenance Contract > Create MCC Calls. Choose your filter data, then choose Print. You can print this report for a single service call if it is an MCC call with attached tasks.
From the Service Call window, choose Print > Tasking Report. (If the call is not an MCC call, you will not see "Tasking" as a report that is available to print from the print menu. However, you can print the Work Order 4 to print a list of tasks and subtasks for non-MCC calls.)