Service#

The following features expand standard Microsoft Dynamics 365 Business Central¹ functionality to provide additional options to those working in your organization’s service department.

Setup#

Role center#

A role center called medtec365 Service has been added to the standard service area, providing you with an overview of ongoing tasks and an easy way to select and open pages relevant to your work.

You can find the role under the My Settings page.

Work with tiles#

The medtec365 Service role center contains multiple cue tiles, each filtered to one or more of the repair (or maintenance) statuses that can be set on service documents. You can therefore already finish most tasks in the service area by using these tiles alone.

The statuses can be changed in Service Management Setup.

Service Orders – Open

Service Activities – Technicians

Service Orders – Estimates

Service Orders – In Process

Service Orders – Custom

The four tiles in this section can be customized in Service Management Setup to suit your needs.

Service Management Setup#

General#

Defaults#

Activities#

On this FastTab, you can specify the actions that will be added to the Lines FastTab ribbon above service item lines and service lines.

Scrapping#

Cue Filter#

Here you can remove or add the repair status filters set on each cue tile on the role center.

Free to Use#

On this FastTab, you can customize four tiles that you can then filter for their repair status.

Service order types#

You can use service order types to categorize orders by the type of service provided and store different settings for each. To set up a type:

1. Choose the Search icon, enter Service Order Types, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in the fields as described in the following table.

You can also choose Actions > Service Activity Templ. Setup on the ribbon to specify for each order type one or more service item group codes that should be linked to an activity template code.

The template codes are then stored on the relevant item lines, whereas the activities from the template are added to the Service Activity Groups FactBox.

When you choose New Case on the ribbon of a customer, marketing cockpit, or serial number information card, the system copies the service order type entered in Service Management Setup to the new document provided the case was set up for repairs or maintenance purposes (see Service Management Setup – General).

However, if no default value is specified, the Service Order Type field remains empty on the service order.

When you create an order for inbound services, the order type is also retrieved from Service Management Setup (again, provided the type is specified there). When you create an order from a complaint registered in sales, the system fills in the type that was selected as the default type.

When a service order is created in the maintenance cockpit, the order type is copied from the associated service contract.

Order types and payment terms#

You can assign payment terms to a service order type, to replace those stored in the customer master. To assign terms to a type:

1. Choose the Search icon, enter Service Order Types, and then choose the related link.
2. On the ribbon, choose New. Alternatively, choose Edit List to edit a type that already exists.
3. Fill in the Payment Terms Code field.

When you create a service order, it is initially filled in with service order type Default. The system then checks if payment terms are available for the order type. If so, the terms are used. If none exist, the terms are copied from the relevant customer card.

When you edit a service order type, the system runs the same check again to update the payment terms, if necessary. The same applies when you change a customer on an order. If no payment terms are assigned to the new type, the terms will be copied from the customer, as mentioned earlier.

Service activity groups#

These groups specify the process chains that will be available to you during repairs. For example, you might need to give a cost estimate, provide equipment on loan, or scrap a device that was originally sent in for repair.

A group can consist of multiple alternative activities, with the decision on which one to pick depending on factors such as the location where services will be carried out.

When you run a group, the system limits the activities to those that fit the case you’re working on.

A default set of activities can be specified as a standard service code, which you can then assign to an activity group. Afterward, an activity is automatically selected from that group or needs to be chosen from among a list of activity options.

You can also set up groups that can be run directly from the ribbon of service (item) lines. For more information, see Service Management Setup – Activities – Activities.

By using service activity templates, multiple groups can additionally be combined to form a sort of work schedule.

Service activity templates#

These templates specify the individual steps for repairs and maintenance.

Each template is linked to a service order type and a service item group so that it is automatically filled in on the relevant item lines when you create a service order. All steps are also listed in the Service Activity Groups FactBox. To set up a template:

1. Choose the Search icon, enter Service Activity Templates, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in a code and a description for the template.
4. Choose View on the ribbon to open the Service Activity Template Card.
5. Choose New Line to fill in an activity group code, and then repeat the process as necessary.

Service Activity Template Setup#

On this page, you can specify per service order type one or more service item group codes that should be linked to a service activity template. When you later enter an item on a service order, the system checks the service order type and the item group code for a link to an activity template.

If a link exists, the activity template code is automatically entered in the field with the same name on the relevant service item line. Additionally, the steps that make up the activity will be listed in the Service Activity Groups FactBox.

Standard service codes#

Standard service codes typically represent a set of activities, such as BOM or cost estimate creation, equipment rental, or item return and scrapping.

Each code you set up can then be assigned to an activity group, with the relevant activities determined by the system based on a variety of parameters or selected manually by a user.

The values you specify in setup are automatically filled in on a service order or a service line when you start a group from there.

Standard Service Code Card#

General#

Lines#

Copy Standard Service Code#

In addition to the manual creation of a standard service code card, a copy function is available to duplicate an existing standard service code card. This function is particularly useful when creating new boms.

To use the copy function, first create a new standard service code card and assign a meaningful abbreviation in Code field. Then execute the Copy Standard Service Code function via ribbon. On Copy Standard Service Code options page, you have the option of specifying the Service Code No. to be copied to the new card. Activate Include Header if the data from the General Fasttab should also be copied. Otherwise, this data must be added manually after the copying process.

Confirm your entry with Ok.

The function can be executed again to transfer additional lines of a Standard Service Code to the card.

Standard service item groups#

With the help of standard service item group codes, you can set up BOMs for repair and maintenance purposes. Items and resources that are relevant to either are therefore entered on standard service code cards. If necessary, you can also specify a quantity on every card.

To see the standard service item group codes, choose the relevant function on the ribbon.

You can assign one service type (such as repairs or maintenance) to each standard service item group and then store the group in the field with the same name on the relevant item card.

Standard Service Item Group Setup#

On the Standard Serv. Item Gr. Setup page, you can link standard service item groups to standard service codes. If no link is specified, an activity applies to all groups.

Repair Status Setup#

Each service item line contains a code that identifies the progress of repairs or maintenance carried out with that line. The tiles on the medtec365 Service role center are also filtered to these statuses.

Depending on setup, certain statuses change automatically when you post a service transaction, but you can also set or change the status yourself at any time.

Additional status actions can be run from the service line and service item line ribbons, with some having a direct impact on system operations.

You specify the codes and descriptions for all required statuses on the Repair Status Setup page. After entering both, you must also fill in the Activity Status field to make sure that the correct repair or maintenance status is set on each service line and service item line. Options are:

• (blank)
• New Order
• Receipt to Check
• Receipt OK
• Items OK
• To Inspect
• Inspected
• New Purch. Order
• New Estimate
• Estimate Sent
• Estimate Not Reqd.
• Estimate Accepted
• Estimate Rejected
• Service Released
• Service Started
• Service OK
• Service Not OK
• Shipment OK
• Scrapped
• Finished
• Servicing at Vendor

For more information, see Set Up Statuses for Service Orders and Repairs - Business Central | Microsoft Learn.

Service inspection groups#

On service item lines and service lines, you can use a two-stage process for ordering items so that you can store any number of technical inspections on the top level, the Service Inspection Group. To set up a group for technical inspections:

1. Choose the Search icon, enter Service Inspection Groups, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in a code and description for the group.
4. On the ribbon, choose Inspections, and then enter all potential settings that you want to make available for later.

Service Inspections Setup#

All potential defects that might result from the service inspections in a group are specified on this page. You can store multiple types of inspections per group.

Service Contract Setup#

On this page, you store the service agreements that you enter into with customers.

The values that you specify here are automatically filled in on service orders in the fields with the same name.

Solution codes#

These codes can be used to specify individual agreements made after consulting with a customer. You store the codes on the Service Contract Setup page. They’re then shown on service item lines automatically.

You can also store activity template codes on the Solutions page, as an alternative option for having the template codes filled in on item lines later.

Property groups#

These groups are used to classify device attributes and settings (termed ‘item properties’) and patient profiles, which consist of medical information such as height and weight (named ‘customer properties’).

Historical data, including when a certain entry was made and by whom, is also saved. You can see the values that are assigned to each category in the Group Properties FactBox on a serial number information card or on the serial number information list (by selecting a card on the page).

To set up a group:

1. Choose the Search icon, enter Property Groups, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in a code and description for the group.
4. In the Group Type field, specify if the group describes item properties or customer properties, or both.

You can also store an image for each group by using the upload button that is found below the group lines. Individual attributes are specified on the Group – Additional Fields FastTab.

As an example, you create a category called Wheelchairs and select All in the Group Type field. You then set up four fields on the Group – Additional Fields FastTab, captioned Seat Width, Seat Height, Brake System, and Accessories.

Customer properties#

These properties are used to record patient data for calibrating and adjusting medical tools and equipment.

To specify a property:

1. Choose the Search icon, enter Marketing Cockpit List, and then choose the related link.
2. Select a cockpit card, and then choose Actions > Property Groups.
3. Alternatively, open the relevant customer card and choose Related > Sales > Property Groups.
4. Enter a group code on a line in the upper half of the page. Your user ID and the date of change are then saved as well.
5. Fill in the fields on the Group Properties FastTab to assign properties to the new group.

Item properties#

Property groups can also be added to item cards to record the attributes and settings of certain devices.

1. Open an item card.
2. On the ribbon, choose Actions > Property Groups.
3. Enter a group code on a line in the upper half of the page. Your user ID and the date of change are then saved as well.
4. If the same group is stored on another line later, the History checkmark is automatically selected on the prior line so that you can keep track of the various item properties.
5. As you did for customer properties, you can now fill in the fields on the Group Properties FastTab to specify the values needed for each device of this type.

On the item card, you can also decide whether the item requires specification at all by going to the Item Tracking FastTab and turning the Device Properties Reqd. toggle on or off. With the toggle turned on, properties must be entered (or existing ones confirmed) each time a warehouse receipt is posted.

Warehouse receipts: item properties#

When a device is delivered, its tracking data must be added to the warehouse receipt line that is set up for the delivery. You can enter the serial number of the device via the Quantity line field or the Item Tracking Lines action on the Lines FastTab.

Afterward, you can choose Home > Property Groups on the ribbon to specify properties for the device so that they’re copied to the relevant serial number information card when you post the receipt.

With the Device Properties Reqd. turned on, an error message appears should you try to post receipt of an item that certain properties have yet to be entered for, and the process will be cancelled.

Serial number information: item properties#

To see the properties of a device that is posted as received, you can open the serial number card assigned to the item and choose Home > Property Groups on the ribbon. Information about individual properties is also available as part of a FactBox on the right-hand side of the page.

The properties shown on the card are a combination of those specified on the item card and the attributes entered during receipt.

Warehouse shipments: properties#

Customer properties are shown in a FactBox on all warehouse shipments and sales orders set up in the system and are printed on every pick document that you create from them.

Additionally, you can see the properties of any device that a serial number is specified for on a pick line by selecting the item on the Pick Lines FastTab of the warehouse shipment and choosing Line > Item Properties on the ribbon.

To provide details regarding the calibration and adjustment of medical tools and equipment, you can additionally choose Functions > Copy Cust. Prop. to Device, to have the customer’s properties added to the data available for the device prior to shipment.

Find Properties#

You can use this action to look for matching serial numbers or devices in the system. It can be run from a warehouse shipment—by choosing Functions > Find Properties on the Pick Lines FastTab—or from a serial number information card.

The relevant property group and customer are shown at the top of the screen, the individual attributes assigned to the customer in the Customer Properties FactBox. You can then fill in the Location Filter or Transaction Code Filter field to further narrow down the results you’ll be getting.

On the Search Parameters FastTab, you see the individual properties and can both enter values for them and refine or expand your search by using a set of operators (+-, -, +, or =). Keep in mind, however, that you’ll only see equipment which is already available in inventory.

To start a search, choose New > Search on the ribbon. Any serial number that matches the specified criteria, including the location and bin, is then listed on the Search Results FastTab, whereas the properties of the device can be seen in the Item Properties FactBox.

Afterward, you can select a serial number on the page and choose OK to have it copied to the document that you ran the search from.

Service receipts#

On the Service Receipts page, you can register items that are delivered to you for repair or maintenance (or other types of services). You can enter any item on the page, regardless of whether it’s tracked or has already been set up in the system.

The method for registering receipts differs depending on whether items are sent to your company with or without advance notice.

Unexpected receipt#

To register unannounced item returns:

1. Choose the Search icon, enter Service Receipts, and then choose the related link.
2. On the ribbon, choose New.
3. Exit the No. field to have the system assign a number to the document from the series that you’ve set up for this purpose.
4. The location and bin on the header are filled in from the Location Code (Service) and Bin Code (Service) fields shown on the Defaults FastTab in Service Management Setup but can be changed, if needed.
5. As for the External Document No. field, you can specify whether this number is required by turning on the relevant toggle in Purchases & Payables Setup. Filling in the Your Reference field is optional.
6. Item, serial, lot, and customer numbers can be entered manually, or you can use the Assist button to select a number.

When you enter an item, a serial, or a lot number, a dialog box appears, with the fields related to the record already filled in if the number is set up in the system.

When you enter a serial number, the system also checks if the customer shown on the associated serial number information card is the same as the customer entered on the receipt. If the number isn’t linked to the specified customer and item, you’re asked whether you want to do so now. Choose Yes if you want the system to replace the customer on the card when you post the receipt.

If the entered serial or lot number doesn’t exist, you can specify in the dialog box the item that was sent to you—including, if available, its variant code, expiration date, and manufacturing date—and the customer who sent it.

On the other hand, if the item exists and the assigned tracking code requires that you specify a variant code, an expiration date, or a manufacturing date for it, you can change the relevant field in the box. Otherwise, the field is grayed out.

Like on the service order, the quantity on each service receipt line is set to 1 and cannot be changed. You must therefore set up one line for each item that receipt should be recorded for (even if all items originate from the same lot).

Choosing OK copies the information given in the box to the Service Receipt Lines FastTab.

Afterward, you can change the location and bin on a line, if needed. You can also add accessories to each. See Manage Accessories for more on this topic.

Additionally, you can use the Inspection Codes ribbon action to specify codes for inspections per line. The codes can be used to, for example, record damage that occurred when transporting the items and are copied to the related service order after the lines are posted. For more information, see Inspection Groups.

When you post the receipt, the system then posts a sales return order, creates a service order, sets up serial or lot number information cards for items for which this number isn’t in the system yet, and assigns the return order to a case file so that you can check the progress of the case at any time.

You see a message if the information you’ve entered is incomplete, for example, because the customer or an item is blocked.

You might see another message if the service receipt cannot be posted because an item with this serial number has already been registered as received. You can, however, post the item again following its return shipment, regardless of whether the related service order is completed.

If a counter template is assigned to an item, the Counter page then opens automatically.

Expected receipt#

If a customer tells you upfront that they will send in one or more items for repair, you can also create a service order and—from there—a sales return order prior to receipt.

You can change the location and bin on this return order, if necessary. The order must then be released. Afterward, you can register the expected receipt by using one of the following methods.

Option 1: Post to the return order
The most straightforward option is to post the service receipt by running the Post > Receive and Invoice function from the sales return order.

Option 2: Create a service receipt from the return order
Alternatively, you can use the Create Whse. Receipt action on the return order to have the data shown on the document copied to a new service receipt, to which the system then adds the relevant case, service order, and return order numbers.

Locations and bins that are copied to the receipt in this way cannot be changed manually. The header values are copied from Service Management Setup, those on the lines from the return order. The values that are relevant when posting the receipt will be on the lines.

If an item needs to be tracked, the line where it is entered is marked in red. You can add tracking data to the line by using the Assist button in the Quantity field. After the tracking information has been entered, the line will be green.

When everything is filled in, the receipt can be posted.

Option 3: Get source document lines
As a third option, you can create a service order from the return order, release the service order, and register receipt of the item when it is delivered for repair.

On the receipt, you then enter the customer who delivered the item to you and run the Get Source Doc. Lines function from the ribbon.

With this action, you can see all released but not yet posted return orders that are assigned to the entered customer. You select the relevant orders and choose OK, which will copy their values to the receipt lines.

If an item needs to be tracked, the line where it is entered is marked in red. You can add tracking data to the line by using the Assist button in the Quantity field. After the tracking information has been entered, the line will be green.

When everything is filled in, the receipt can be posted.

Repair company-owned devices#

Another purpose of creating service orders is to record repairs or other types of servicing performed on machines and equipment.

To set up a service order for repairs done in-house, you can choose New on the service order list. Alternatively, you can run the New Case function from a serial number information card or a customer card.

As for the customer whom you want to enter on the service header, you need to ensure that the Internal toggle is activated for them on their customer card (see the Invoicing FastTab there). With the toggle turned on, the transaction codes on the relevant service item lines are set by the system to the code that you’re using for current assets while the Place of Servicing is changed to Inhouse.

Meanwhile, on the service lines, the destination document type changes to Serv. Consumption and the NO COST discount reason is filled in from the Warehouse – Discount Reason field in Service Management Setup, together with a 100% line discount.

Repair external devices#

Loaned, consigned, and demonstration devices are typically shipped via sales orders, with a sales return order used to receive back each item.

But machines and equipment can also be returned through service orders if they need to be inspected, with the customer being charged for any repairs that might be required.

To bill for a service like this, you need to manually create a service order, specify the customer from whom you expect to receive an item in need of inspection or repair, and enter the number of the item, as well as its tracking data, on a service item line.

You can also set up a service order type for the sole purpose of handling service returns.

As a next step, you run the Create Sales Return action from the service item line ribbon or the Service Activity Groups FactBox.

When running the function, you might need to select a standard service code (if more than one is available). Afterward, the return order is filled in automatically and you can post the order. You can also create a service receipt from the return first and post the return document from there.

The service order and its lines are then used to record repairs to the machine or equipment and, if needed, create an invoice to send to the customer. Following repairs, you can also use the service lines to have the item moved to a different warehouse and bin.

External Document No.#

When you store an external document number on receipt of service items, the number is copied automatically to the service item lines during posting and to the service quote and posted service shipment.

If available, you can already fill in this field when you create an order manually. The number is then copied to all subsequent documents, for example, when a service order is converted to a sales return and then to a service receipt.

If you create an order manually and fill in the field later, that is, on subsequent documents such as the sales return order or the service receipt, the number is still copied automatically to the service item lines after posting.

Create a sales return from a service order#

On the service order, you can use the Create Return Orders function to have a sales return order created based on service item lines.

Sales Line Details: FactBox#

On a sales return order, the No. of Service Item Lines field in the Sales Line Details FactBox shows how many open service orders exist for the customer and item that you entered on the selected line.

You can see the field at any time. You can also open the related service order via a lookup on the field, if necessary.

Track items on service lines#

The Lot No. field has been added to service items. If a service item is automatically created during a sale because you’ve selected the Create Service Item checkbox on the associated service item group record, the lot number is entered as well.

You can open the lot number information list from a service item card by using the Assist button next to the Lot No. field.

No distinction is made between serial and lot numbers on a service item line, where item tracking information is stored in the Item Tracking No. field.

The system automatically recognizes if a serial or lot number is stored for the item.

You can open the serial number or lot number information card from a service item line by using the relevant line function on the FastTab ribbon.

Destination Doc. No. on service quotes and orders#

On standard service code records, you can create the BOMs that you want to open on service quotes and orders and specify per line if the destination document type should be Service Sales or Service Consumption. You can also select the Print Line checkbox on a line, if necessary.

When you insert the BOM into a service quote or order, the standard service code configuration is then copied to the document but can be changed there manually.

Service order#

General#

A new field called Place of Servicing has been added to service order documents, to the General FastTab. It is filled in from Service Management Setup when you create an order but can be changed manually, if needed. The field is also later copied to the service item lines.

Lines#

All fields that have been added to service item lines are described in the following table.

Ribbon functions#

Accessories#

Run by choosing Lines > Line, shows the accessories entered during receipt of the service item on the selected line.

Serial No./Lot No. Info Card#

Used to drill down to the relevant serial or lot number information card.

Status#

Choosing one of the following ribbon actions sets the lines you’ve selected to the specified status:

• Checked
• Inspected
• New Estimate
• Estimate Sent
• Estimate Accepted
• Estimate Rejected
• Service Released
• Service Started
• Service OK
• Service Not OK
• Other Repair Status (opens a list of all available repair statuses)

If you set the repair status to Service OK, the Service Status field changes as well, to Finished; with the status set to Service Not OK, the Service Status field changes to Not Possible.

If the status is set to New Estimate, the system checks the amount shown on the service quote against the limit for cost estimates. If the amount is lower than the limit, the status is automatically set to Estimate Not Reqd. and the quote line that is linked to the service line is set to Finished.

Activities#

The actions available on this menu were designed to give you quick access to the most important functions in the service area. Choosing a function runs one of the activity groups specified in Service Management Setup.

The impact of the Create Service action depends on where repairs are carried out. If a vendor repairs the items, you must first set up a purchase return order. Options are:

• Create Sales Return
• Create Purch. Return
• Create Estimate
• Create Service
• Create Shipment
• Create Review

You can also select more than one service item line before you run the function to have the activity performed for multiple lines at once.

Inspection Codes#

Found by choosing Line > Service, you can use this action to see the inspections stored for the selected line.

Service Lines#

Opens the card for the selected line.

Lines#

The fields that have been added to service lines are described in the following table.

Ribbon functions#

Delete#

Deletes the service line.

If you’re about to manually delete a line that has been completed or that includes a Destination Document No. or To Posted Document No., you’re asked to confirm the deletion request. The Destination Document No. field is cleared automatically if the specified document is removed from the system.

Status#

Sets the repair status on the selected lines to the specified value. You can choose from the following statuses:

• Checked
• Estimate Accepted
• Estimate Rejected
• Service Released
• Service Started
• Service OK
• Service Not OK

If you set the repair status to Service OK, the Service Status field changes as well, to Finished; with the status set to Service Not OK, the Service Status field changes to Not Possible.

Activities#

The actions available on this menu were designed to give you quick access to the most important functions in the service area. Choosing a function runs one of the activity groups specified in Service Management Setup.

Transfer items on service lines#

If you want to transfer an item during repairs, you can do so directly from the service line by setting up an activity or filling in the line fields manually. Should you decide to use the second option, you need to fill in certain fields on the line as described in the following table.

Service#

Found by choosing Line > Service, you can use this action to see the inspections stored for the selected line.

Posting#

Choose Post Consumption to post all lines that aren’t related to a service, loan, or substitution item, regardless of whether the destination document type is Service Sales or Consumption.

Choose Post Sale to post all lines that need to be invoiced and where the document type is Service Sales.

Factboxes#

The FactBoxes are identical to those on standard service orders.

Service order: FactBoxes#

Service Item Line Status#

This FactBox provides you with a quick overview of the selected line, including:

• Case No. and Case Line
• Place of Servicing
• Current Place
• Repair Status
• Estimate Limit

Service Activity Groups#

This FactBox is linked to the selected service item line. Activity groups are entered by the system based on the relevant service activity template code but can also be added manually to each line.

You can add, delete, or start activities from the box:

1. Go to the box and then select the relevant activity.
2. Click Service Activity Groups.
3. In the dialog box that appears, select one of the actions described in the following table.

Activities that have been carried out will be highlighted in green.

Service Activities#

This FactBox shows the activities that have been created, posted, or specified for the selected service item line. Their status is indicated by one of the following colors:

You can add, delete, or start activities from the box: 1. Go to the box and then select the relevant activity. 2. Click Service Activity Groups. 3. In the dialog box that appears, select the action that you want to run.

Activities that have been carried out will be highlighted in green.

Case Documents#

Every document started and posted from a service order is automatically stored with a case document. To see a document, click the number in the No. of Records field.

Change a ship-to code#

You can edit the Ship-to Code field, found on the Shipping FastTab, when you create a service order manually. After you edit the field, all service item lines and service lines filled in on the order are deleted. For this reason, we recommend that you enter a new code before you fill in everything else.

The field can no longer be changed when you’ve posted a sales return for the service order.

Complete an order#

A service order that is set to Finished isn’t automatically deleted from the system but must be removed manually.

Before you delete the order, make sure that the Finished checkbox is selected on all service lines. If it isn’t, the service order is only archived.

After the field is selected on all lines and the order is deleted (while being archived), you can choose Closed Cases (instead of Open Cases) on the associated customer or serial number information card to see the case document set up for the order.

Service quote#

You can create a service quote from the Service Activity Groups FactBox.

However, as data displayed in the Service Activity Groups and the Service Activities FactBoxes relates to a single line, the quote will be set up only for the item that was selected last.

If you want to create a quote for multiple items, select all of them and run the Activity – New Estimate function from the Lines FastTab ribbon. This opens the Service Item Lines page, where you can see all quotes that items have been entered on, except for quotes in the Finished status.

To copy the new items to an existing quote, select them and choose OK. To set up a new quote for them, choose Cancel.

When you set the status of a quote to Estimate Accepted, the Finished checkbox on the relevant service lines is selected automatically.

When the quote is set to Estimate Rejected, on the other hand, the checkbox is left blank so that you can edit the quote, if necessary. Alternatively, you can select the checkbox manually and create another quote.

If a quote isn’t required, you should also select the checkbox, as you can only delete service orders where Finished is selected on all lines.

General#

When you create a quote from a service order, the values in the Service Order Type and Case No. fields are automatically retrieved from the service header.

Lines#

When you create the quote document, the values from the service lines are also copied to the quote.

Status#

Choosing one of the following ribbon actions sets the lines you’ve selected to the specified status:

• New Estimate
• Estimate Sent
• Estimate Accepted/Not Reqd.
• Estimate Rejected
• Service Released
• Other Repair Status

The Other Repair Status action opens a list of all available repair statuses so that you can change the status for one or more selected lines.

Service Lines#

The following fields have been added to service quote lines:

Ribbon functions#

Status#

Sets the repair status on the selected lines to the specified value. You can choose from the following statuses:

• New Inspection
• New Estimate
• Estimate Sent
• Estimate Accepted
• Estimate Rejected
• Other Repair Status

The Other Repair Status action opens a list of all available repair statuses so that you can change the status for one or more selected lines.

If the status is set to New Estimate, the system checks the amount shown on the service quote against the limit for cost estimates. If the amount is lower than the limit, the status is automatically set to Estimate Not Reqd. and the quote line that is linked to the service line is set to Finished.

Other functions available on the ribbon are:

Activities#

The actions available on this menu were designed to give you quick access to the most important functions in the service area. Choosing an option here runs one of the activity groups specified in Service Management Setup.

The impact of the Create Service action depends on where repairs are carried out. If a vendor repairs the items, you must first set up a purchase return order. Options are:

• Create Sales Return
• Create Purch. Return
• Create Estimate
• Create Service
• Create Shipment
• Create Review

You can also select more than one service item line before you run the function to have the activity performed for multiple lines at once.

Service BOM#

Here you can specify the items and resources required for the service BOM by using the Selected checkbox. Or add new items/resources via the No. field in accordance with the Microsoft Dynamics 365 Business Central¹ standard. You also need to enter a quantity and can choose a variant if one is set up for the relevant item.

You can have a quantity filled in automatically as well. With the quantity already filled in, the Selected checkbox is also set by the system.

Additionally, you can choose Select All or Deselect All to specify what lines to run an action on.

Inspection Codes#

Found by choosing Line > Service, you can use this action to see the inspections stored for the selected line.

Key service activities#

Transportation#

Transportation activities typically relate to the movement of items that you intend to process in the service area.

To transport devices from, around, and to your locations, you need to select Item and Service Item in the Type and Relation fields on a standard service code line.

Afterward, the system copies the transaction code entered on the associated service item line to the service code line, where you can change it manually.

As posting transportation activities doesn’t lead to changes in item value, you should set the Not Billable field on the service code line to No Cost. If you fill in the Direction field, posting the movement of the item also updates the item’s current location (and its repair status code, if needed).

Typical document types

• Sales return receipts, on which you post the receipt of customer-owned items.
• Service orders for shipments to customers. Alternatively, you can create sales orders for this purpose.

For subcontracted repairs

• Purchase return shipments, on which you post item shipments to vendors.
• Purchase orders for returning items from vendors to your premises. However, these orders can also be classified as service activities and incorporated into the relevant activity groups.

Loans#

Loans are also transportation related. However, in this case, it’s not the service items that are being moved but additional items (typically equipment that is owned by your organization). The Relation field on the relevant standard service line must therefore be set to Loan.

As a loan often involves more than one item movement, you can use a template to cover inbound and outbound transportation. Alternatively, you can set up two, with each covering one direction.

The location that you enter on a standard service code line has priority over all other locations, which provides you with a way of entering an additional location for rental equipment here. What’s more, you can add a placeholder such as a resource line, for billing the use of a loaner based on time and materials.

Cost estimates#

Cost estimates are based on your evaluation of service cases and are supplemented by price data stored in the system. They can be created in the form of service quotes from service orders.

On the lines of a quote, you can then not only enter inspection codes but also specify planned consumption and sales, as well as retrieve values from a service BOM.

For creating a quote, the relation on the relevant standard service line must be set to Service Item and the destination document type to Service Quote. As every estimate contains prices, the Not Billable field also needs to be set to No.

Repairs and maintenance#

Of all service activities, these are the activities that depend on the largest variety of outside factors. As a result, more than one template will certainly have to be set up.

For example, services can be provided onsite or inhouse, or the equipment might be sent to a vendor, and the type of service order that you create can play a role as well.

The result of this might be that a different service BOM will be required for each job, based on the inspections you carried out and the estimates customers accepted, or a purchase order must be created to have equipment repaired by a supplier.

Scrapping#

To scrap an item, the Relation field on the relevant standard service line must be set to Service Item.

For single-stage disposal, you also need to select the Item Journal Removal option in the Destination Doc. Type field on the line.

For a two-stage scrapping process, the type must be set to Item Journal Transfer so that the item can be transferred to the scrap location that you’ve specified in Service Management Setup before its removal from that location must be posted manually.

Item substitution#

Typically, substitution means the receipt of new items, recognized as current assets.

You can use a template to decide whether a substitution item should be procured in the usual way—from inventory—or, if the item isn’t in stock, be purchased directly via a supplier or through the replenishment methods available in the system.

In either case, the Relation field on the relevant standard service line must be set to Substitution.

Other services#

Additionally, you can use resources to integrate other services such as sterilization, labeling, or quality control management into service workflows.

Service cases#

When you create a service order, the system also creates a service case document and classifies it according to the service order type entered on the order, indicating whether the services consist of repairs or maintenance.

A case classification can be stored for each type of service order that you set up in the system. If the field is left blank on the Service Order Type page, each new order that you create with this type is set automatically to Repairs. When you change the service order type, for example, from repairs to maintenance, the classification also changes.

The number of the case document is copied by the system to both the header and lines on a new service order. To see a certain case document, choose Open Cases on a customer, marketing cockpit, or serial number information card.

Each service line linked to a case is automatically filled in with all information that you need to render services, including the related item and lot number, description, variant code, and quantity.

If you create another document from a service order, such as a service quote, sales order, or purchase return order, the relevant case number is automatically copied to it. This way, you can see if a purchase or sales document is linked to a certain order and which documents are assigned to each other.

A case provides you with a quick overview of service order information and can be used, if needed, to create follow-ups, open a customer card, or see the documents that you’ve created or posted based on the service order.

For the system to create a case automatically, you must set up a number series for service cases in Service Management Setup.

Link serial or lot numbers to service items#

When you post a sales shipment, a service item is created for each inventory item that belongs to a service item group with the Create Service Item checkbox selected.

If one of the items from inventory is tracked, its serial or lot number is copied along as well, and you can drill down on the relevant service item card field to see the information that is stored for the number.

This process also works the other way around, with a drill-down on the Service Item No. field on a serial number information card or the Serial No. Information List. You cannot do the same from the cards or list containing lot number information, however, as each lot number can be assigned to more than one service item.

If you enter a service item on a service order, the system copies its serial or lot number, along with the number of the related inventory item, to the order, and you can again use a drill-down to see the related information.

Conversely, if you specify on the document a combination of inventory item and serial or lot number that a service item already exists for, this item is automatically added to the order. If none is found, you can also create one from there.

Pricing for service contracts#

Service contract pricing (labor and parts) has been extended to include the selected service order type and contract number. This way, you can specify customer-specific prices for the following service activities:

• Maintenance and repairs that a service contract was set up for (via the Contract No. field).
• Service orders that are created without reference to a contract.

Setup#

To be able to use the feature, you need to open the following pages (unless you’ve already specified the relevant records):

Sales Order Type#

1. On the ribbon, choose New.
2. Fill in a code and a description. All other fields have no impact on pricing.

Service Order Type#

1. On the ribbon, choose New to set up the service order type that you want to use contract pricing for.
2. Fill in the Sales Order Type Pricing field to assign a sales order type (such as the kind you’ve just created on the Sales Order Type page) to this type of service order.

Price List#

If you want to work with customer price or discount groups, you need to set them up here.

Fill in a group in the Assign to Type field on the price list header, and then specify, in percent, the required order type and discount on the lines.

Service Contract Card#

On the contract, fill in the Service Order Type field (and, possibly, the Customer Price Group or Customer Discount Group field).

Price update#

The Price Update % field, found on the Price Update FastTab on a service contract, can be used to store different price update percentages for contracts set up in the service area.

To configure the feature:

1. Choose the Search icon, enter Update Service Contract Prices, and then choose the related link.
2. On the request page, in the Update Contracts field, choose one of the options described in the following table.

Workflow#

When you create a new service order, the system then enters on each service line the specified customer price or discount group and, in the Sales Order Type Pricing field, the sales order type linked to this type of service order.

Maintenance schedule and cockpit#

To improve the scheduling of service operations, the maintenance cockpit has been implemented as a link between service contracts and service orders. The cockpit can be used to show and schedule all maintenance work that is due and create the required service orders.

Setup#

Inspection types#

Before you can use this feature, you need to set up different inspection types. Each type represents a way of doing work in the service area, such as maintenance. You can create any number of inspection types.

1. Choose the Search icon, enter Inspection Types, and then choose the related link.
2. Fill in the fields as described in the following table.

Schedule templates#

These templates specify the intervals at which maintenance should be performed.

You can use the inspection types that you’ve set up to specify exactly what kind of servicing needs to be done. To fill in a template:

1. Choose the Search icon, enter Maintenance Schedule Template List, and then choose the related link.
2. On the ribbon, choose New.
3. Enter an inspection type. The Scheduled Interval and Interval Type fields are then filled in by the system.

Item Card#

To link a template to an item, open the relevant item card and fill in the Maintenance Schedule Template field there.

Vehicles, Drivers, and Technicians#

You can create any number of technicians on this page and link them to a resource, device, location, or responsibility center.

The location or the user ID filled in for a technician is copied to all service orders that you enter the technician on.

You can also specify a technician on a service item card, with the selection window already filtered to this type. When you create entries in the maintenance cockpit, the Technician field on each entry that is linked to the service item is then filled in by the system, although you can still edit the field, if necessary.

Schedules on service contracts#

When you post a sales shipment, the system checks whether the item specified on the document is linked to a service item group that a service item is automatically created for in this case. If so, a valid service contract is determined and a line with EUR 0.01 is added per inspection type.

As a result, the same service item might appear on a contract more than once.

On each contract line, you can then see the starting date of the line, the inspections that are carried out, and the interval at which maintenance is performed, as well as when the equipment was last serviced, when it was scheduled to be serviced again, and when the next servicing date is.

The values in the Starting Date fields are retrieved from the posted shipment but can be changed manually, if necessary.

At any time, you can add a line to the contract manually. You can also delete it if the New Line checkbox on the line has been selected and the status of the contract has been set to Open. You can no longer do so if the Lock Contract checkbox is selected.

To end the line, you must fill in the Contract Expiration Date field.

Maintenance cockpit#

This cockpit helps you plan upcoming service cases. To open it, choose the Search icon, enter Maintenance Cockpit, and then choose the related link.

Afterward, you can use the Create Cockpit Entries function on the ribbon to retrieve all service lines that are due until a certain date. To narrow down their number even further, you can set a variety of filters on service contract header fields.

Each line on the cockpit then shows the most important information from a contract, including the items involved, the customer who has them, the types of inspection used, and the last and next servicing date. Any technician specified on a service item card is also automatically entered on the relevant lines.

To finish a line, fill in the Schedule On and Scheduled Technician fields and select the Planned checkbox on it.

You can also select multiple lines and run the Enter Values for Filtered Recs. Action on the ribbon to copy to them the Planned, Schedule On, and Scheduled Technician field values that you enter on the request page.

Running the Delete Records in Filter action, on the other hand, deletes all selected lines from the cockpit.

You can then run the Create Service Docs. action to create service orders from the lines. On the request page, you can turn on the Split by Technician toggle or select one of the options in the Combine Lines field to copy, by service item or customer, multiple contract lines to a new service order.

Based on your setup, the orders will look as described in the following table.

When the orders are created, the document numbers linked to them are entered on the maintenance cockpit entries so that you can later open an order by drilling down on the relevant Document No. field.

Additionally, the contract numbers are entered on the new service headers and lines. The service order type is also copied from each contract, as is the location and user ID you’ve filled in when you set up the Technicians page; the same goes for the type of inspection.

The date entered in the Schedule On field in the cockpit is copied to the Starting Date field on the relevant service order, or, more specifically, to the service item line that it was specified for. If different starting dates are filled in on an order, the Starting Date field on the Details FastTab remains blank.

The work date, on the other hand, is copied to the Posting Date and Document Date fields on the Invoicing FastTab. You can change them manually, as you can all other fields, except for the Response Date field.

When you delete a service order, the data entered on the maintenance cockpit line is deleted as well; when you post an order, the line is also deleted.

When a service shipment is posted, the Last Planned Service Date and Next Planned Service Date fields on the service contract are recalculated, whereas the Last Service Date field on the General FastTab is updated on the service item.

Meter-based maintenance: service contracts#

With this feature, you can manage measuring components that are linked to medical devices for maintenance, billing, or accounting purposes.

A component might be a meter or a counter that indicates the time, volume, quantity, or distance reached thus far and is posted with one of the following statuses:

• Activation
• Reading
• Removal

Setup#

KUMAVISION medtec365 Setup#

On the Measuring Components FastTab, you can specify whether you want a window for recording maintenance-related readings to pop up when you post, for example, a sales order or a warehouse receipt. The options, which are the same for each FastTab field, are described in the following table.

Meter types#

To specify the kind of measuring components you need, for example, meters to record equipment utilization, run hours, or consumption:

1. Choose the Search icon, enter Meter Types, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in the fields as described in the following table.

Each type will later be copied to the measuring component templates that it is entered on.

Measuring component templates#

You use these templates to specify the measuring components that you want to link to a device. To set up a template:

1. Choose the Search icon, enter Measuring Component Templates, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in the fields as described in the following table.

Afterward, choose Edit on the ribbon and fill in the Meter Type Code and Description fields on the Lines FastTab to add the required components.

Mapping#

Following setup, you can enter the template code on an item card, on the Misc. FastTab, to link the specified components to a device.

Maintenance templates#

These templates contain the types of inspections an item must undergo

Mapping#

Following setup, you can enter the template code on an item card, on the Misc. FastTab.

Workflow#

Meter-Based Maintenance#

When a serial number information card is created, the system checks whether the code of a measuring component template is filled in for the specified item.

If it is, a base component is created in the system for each meter type that is entered on the template and the template code is copied to the field with the same name on the information card (see the Misc. FastTab).

To view these components, you can run the Meter-Based Maintenance action from an item, a customer, or a serial number information card (or from the list pertaining to any of these cards).

If you change a template linked to a serial number, the system will remove all existing components without meter entries and set up new ones as specified on the replacement template.

Measuring Components#

This page is used to manage the physical components that will be linked to a device to take readings.

Components can be created by activating them in a meter journal or posting meter readings (on purchase, sales, or service documents or in item journals).

Meter Entries#

This page lists all transactions involving a certain measuring component.

Readings#

Record readings during transactions#

If the document to which you’re posting contains serial numbers that meter types are specified for, a pop-up window appears, allowing you to select the types you need (provided the relevant option is activated in setup).

You can then fill in or change the values on the page. After exiting the window, the system also checks whether all mandatory fields are filled in and will block the posting process if some are still blank.

You can also add readings to tracking lines. In this case, fields that identify the device and need to be filled in will be shown in red.

See the following table for an explanation of the pop-up window fields.

Ribbon functions#

Post readings manually#

Typically, you can also post entries in a meter journal manually.

Before posting, you can choose a journal template in the Batch Name field on the header. Alternatively, you can have the system create both a template and a name when you open the relevant journal.

The journal fields correspond to those on the Meter Entries page—except that in the journal, you can edit the Posting Date, Document No., and Posting Type fields. As for the type, the options are:

Activation
A meter is activated by entering its number into the system, with the physical component set up automatically. You cannot activate components that are linked to a device. The active meter must first be removed from the associated equipment in the system.

Reading
If a reading isn’t entered for an existing component, the system will create a new component and post its activation.

No reading can be recorded for removed components.

Removal
You can only remove active components. Each component can also only be deactivated once.

Cancel entries#

To discard a reading, choose Cancel on the Meter Entries ribbon and choose OK to confirm your choice.

Alternatively, you can cancel entries in the relevant meter journal, where you need to unhide the Canceled column and select the field on the lines.

Service contract integration#

On service contracts, you can set the calculation base to Metering manually, or you can edit the related inspection type. The Meter Interval field indicates when maintenance is due.

You can also see the Meter Total (Open) field here, with its value copied from the Meter-Based Measurement page. This field, which is the basis for service contract integration, shows the total of all meter entries that have yet to be posted but from which the values that existed prior to activation have been subtracted.

Service contract line#

Afterward, you can open the maintenance cockpit and run the Update Service Contract Meters function from the ribbon. This makes the system check each service contract line with a meter type for whether the value in its Meter Total (Open) field equals the scheduled interval. If it does, the Next Planned Service Date field will be set to the current date.

Equipment entries#

When you choose Post > Ship or Post > Ship and Consume on the ribbon of a service order, the system creates a posted service shipment and checks if the items that are specified on it are tracked via serial numbers. If they are, the consumption calculated for them will be copied to the service ledger entries and the equipment entries linked to the relevant serial number information card.

You can cancel equipment entries manually by running the Change Cancellation Qty. action on the Equipment Entries page. This opens a page where you can see the full quantity of the line in the New Cancellation Qty. field and can change it manually.

To have the Cancellation Qty. set automatically, you must fill in the Equipment Entry No. field on an entry so that the quantity is filled in by the system when you post the relevant line.

Invoice a service contract#

When you invoice a contract, the system copies to the unposted invoice all contract lines where the ending date of the billing interval is later than the line’s starting date.

Example
The next invoice is due in September. Two lines show a starting date of 10/01/2023. These lines will not be included on the current but the next invoice (sent in October).

Add accessories#

When a customer sends accessories along, you can record them even if they’re not known to the system. You can open the list of accessories from the following pages:

• Service Receipt
• Service Order
• Service Lines
• Service Quote Lines
• Service Shipment
• Sales Return Order
• Sales Order
• Warehouse Shipment
• Purchase Return Order
• Purchase Order
• Warehouse Receipt

On service receipts#

On a service receipt, you open the Accessories page from the Lines FastTab and can then choose an existing item, resource, or G/L account (or enter a text line if the equipment you’ve received isn’t in the system yet).

Any description can be replaced. If available, you can also specify a serial or lot number or an expiration date here.

After you post the receipt, each accessory is assigned to a service item line and can be viewed, changed, or expanded upon there.

On service orders#

Accessories that are entered on a service receipt are copied automatically to the service order that you create from it. You can then choose Accessories on the service item lines ribbon to change or recreate the equipment, if needed.

Should a service item line be deleted, any accessory linked to it is deleted as well. The accessories are also copied along to all documents that you create from this order and can be edited there again manually.

Similarly, updates to the equipment are immediately applied to existing orders, except to posted service receipts.

After you issue a service shipment, you can use the Accessories action on the item line ribbon to see every auxiliary item added to the document (but can no longer change any data).

Link to equipment#

With the Equipment Entries function, you can create a link to equipment specified on a sales or purchase document when you post to an item, a resource, or a G/L entry.

During posting, the information pertaining to the equipment is then copied from the related serial number information card to the Equipment Entries page, which you can get to from the document.

When you post the document, the system checks if the new item ledger entries meet the following criteria:

• The posting can be traced to a sales or purchase order.
• The entries contain serial numbers.
• Sale or Purchase is selected as the ledger entry type.

If one of these criteria isn’t met, the process is canceled.

If the criteria are met, the system checks whether equipment entries exist for the document (a sales or purchase order) and, if available, copies them to the serial number information card.

Consumption or similar, for example, from a production order, isn’t posted in this context. In the case of sales and purchase orders, the important thing is to ‘carry along’ and visualize the information required to identify the items posted (with or without serial numbers).

However, this means that when you ship or receive items tracked by serial number with a quantity greater than 1, the system cannot tell which number is assigned to what equipment entry, as the entries are created by document line. All of them can therefore be assigned only to the first serial number that is posted.

As a result, the system also cannot check the availability of certain numbers or the quantities on partial shipments. With no BOM assigned either, it can also not check whether the selected items correspond to the required product.

When you post a line of the document (whether shipped partially or completely), the equipment entry linked to the line is deleted.

Source, whereabouts, and use of equipment#

On the Serial No. Information Card, you can now see the manufacturer, the supplier, and the current location of a piece of equipment.

To be able to use this feature, however, you need to choose Info Card Required on an item card ribbon. A serial number information card is then set up automatically when you post to the item.

Warranty times#

Multiple warranty fields have been added to the Item Card page. They’re filled in during the following processes:

When posting a receipt
The Vendor Warranty Until field, found on the serial number information card created by the system, is filled in based on the item’s receipt date.

When posting a shipment
A date is entered in the Customer Warranty Until field, also found on the serial number information card, based on when the item was shipped, and this value is then copied to the Startup Date field as well.

When creating a service item
The end of the warranty period (if available) is transferred from the Customer Warranty Until field on the serial number information card.

When you specify a service item on a service item line, the warranty dates set up for the item are filled in automatically. If this type of item isn’t entered, the dates are copied from the serial number information card associated with the line item, with the required ending date retrieved from the Customer Warranty Until or Warranty Repairs Until field, whichever is later.

When returning an item to a customer
The Warranty Repairs Until field, found on the serial number information card related to the line item, is updated with the document date that is specified on the shipping document (provided the Item Repairs Warranty field was filled in).

When repairing an item covered by warranty
For item repairs covered by a warranty, the discount reason (which is retrieved from the Default Discount Reason field in Service Management Setup) is copied from the specified components at a line discount of 100% to all service lines.

Service Item Where-Used#

On the item card you can see in which BOM this item is used for service. Choose Bill of Material > Service > Where used on the ribbon to open the Service Item Where-Used. The field Quantity Needed indicates the quantity of the item in the BOM.

Posted service shipments#

Rendering services might require you to post during multiple processes. This, in turn, leads to the creation of multiple service shipments for a single item in need of repair.

To be able to distinguish between them, the system will add to each shipment one of the posting types described in the following table.

You can also use the Inspection Codes action on the Lines FastTab to see the inspection codes linked to the selected shipment (although they can no longer be changed at that point).

Archive documents#

Despite archiving capabilities in sales, the standard app doesn’t keep a record of service quotes or orders after they’ve been completed. But considering that archived documents might still be of some help to you, you can tell the system in medtec365 to keep them around.

Like in sales, you can use a toggle to specify how quotes and orders should be archived:

1. Choose the Search icon, enter Service Management Setup, and then choose the related link.
2. On the General FastTab, in the Archive Service Quotes or Archive Service Orders field, select if you want quotes or orders archived automatically or run a function to do this.

If set to Always, a quote is archived when it is printed, deleted, or posted. When set to Never, you need to run the Archive action on the ribbon.

You can see the number of versions a document has been archived in the No. of Archived Versions field on the document itself, and in the Sell-to Customer Service History FactBox, in the Arch. Quotes or Arch. Orders field. Clicking the highlighted number in any of these will get you to a specific document.

Besides the document, the system will archive the comments, beginning texts, and ending texts stored for it.

Like in sales, you can also restore an archived version if it is linked to a service order that hasn’t been completed yet.

Service claims and complaints#

With the integration of Complaints Management into the service area, claims and complaints can now also be registered on service orders. The claim or complaint is then linked via case number to the order that it was registered on.

Setup#

Service activity groups#

You must first set up a service activity group for claims and complaints handling:

1. Choose the Search icon, enter Service Activity Groups, and then choose the related link.
2. On the ribbon, choose New.
3. Fill in the fields as described in the following table.

You can set up a group for both claims and complaints or one for each.

Standard service codes#

To register claims and complaints on service orders, you must also create one or more standard service codes.

1. Choose the Search icon, enter Standard Service Codes, and then choose the related link.
2. On the ribbon, choose New.
3. In the Service Activity Grp. field, specify the group you set up for claims or complaints (or both).
4. Fill in the standard service lines as described in the following table.

Service item group setup#

After you’ve created one or more service codes, you can use the general search function to open the Standard Service Item Group Setup page, select the activity group that you’ve set up for claims or complaints (or both) and further fill in this page, if necessary.

Service management setup#

On the Service Management Setup page, which you can also open via the general search action, you can fill in the Complaint Case Type and Claim Case Type fields on the Defaults FastTab to create case types. Subtypes can only be specified for service codes for which a case type exists as well.

Additionally, on the Activities FastTab, you can fill in the Activity Grp. - Claims and Complaints field to specify a default group for handling claims and complaints.

Repair status#

When a claim or complaint is registered, the repair status is transferred from the relevant standard service line to the service item line as the active repair status.

For this reason, we recommend that, on the Repair Status Setup page, you set up one status for warranty claims and a separate one for complaints.

Service activity templates#

If the warranty claims and complaints functionality is an integral part of your service processes, we additionally recommend that you create templates for both types of documents.

Workflow: Register a claim or complaint#

You can register warranty claims and complaints directly on a service order.

If you’ve created activity templates, you can register the claim or complaint in the Service Activity Groups FactBox. If you haven’t, you can choose New in the box to add and run an activity manually.

Based on how you set up the relevant service activity group, you can then enter a text that will be shown in the Service Activity Groups FactBox, in the Details field, and on the Registration FastTab of the claim or complaint.

Alternatively, you can use the Create Review action on the service item or service line ribbon to see all activities set up as services and then choose one. If multiple activity groups are available for handling claims and complaints, you see a dialog box where you can select the activity you want to use.

Afterward, a service line is created based on the standard service code specified on the order, the claim or complaint is registered, and both documents are linked.

If a claim or complaint document is deleted, the number of the document is also deleted from the service line. If either is archived, the number is copied to the To Posted Doc. No. field and the line is set to Completed.

Additionally, the following information is entered on the claim or complaint:

• The customer number is retrieved from the related service order.
• If available, the case type is filled in from Service Management Setup and the case subtype from the associated standard service line.
• The Case No. field is filled in with the number assigned to the related service order (to facilitate access to claim and complaint documents after registration).
• If the current user is assigned in User Setup to a salesperson with a contact number, the data available for that contact is filled in on the Reported By FastTab.
• The registration text that might have been specified when running a service activity group is copied to the Registration Text FastTab.
• The service item is added to the Reported For FastTab, together with the information that is specified for the case on the service line.

Claims and complaints on multiple lines#

If a claim or complaint already exists on one service item line but a new claim or complaint is added on another, the system checks whether the status set for the current document is set to Open or Released.

If the status is on Open, the item is included on the document. If the status is set to Released, a new document will be created.

To register a claim or a complaint for multiple lines, select them and then run the Create Review ribbon action. This opens the Standard Service Codes page for all selected lines so that you can choose whether to create a claim or complaint for them.

More process details#

Changes in case classification are automatically transferred to the service lines. Archived claims and complaints are stored with their case files.

Alternative integration option#

If claims and complaints aren’t part of your service processes or if they should or can only be added later, you can also manually register each document and copy lines from the service area on demand.

Two ribbon actions are available for that purpose, Service Item Lines and Service Shpt. Item Lines, found under the Select Lines menu item on the document.

However, before you run either, ensure that you’ve entered a customer number on the claim or complaint so that you only see lines that belong to relevant orders or shipments in the selection window.