We are in the process of implementing Acumatica.
Our workflow requires us, in many cases, to do a site-check for measurements etc. before we can generate a quote.
We would like to keep things simple for our field technicians so that all they need to deal with in the app is the appointments section.
The problem is that when an appointment is created from an opportunity, a service order is created automatically, which basically shifts the processes a step forward before a quote was created. Once the quote is created in the opportunity level (post measurement appointment), the quote details will not copy to the service order (since it is already open).
In our case, if we use opportunities then we’re required to go back and fourth between services orders and opportunities, coping and pasting information from quotes to create invoices, and extend all companies to customers (while they might not be in the end).
How can Acumatica be used correctly in this scenario without creating any awkward workflows?
As you indicate, at the moment on the Opportunities form, you can only create one Service Order from the opportunity, which means there is no option of creating one measuring service order/appointment and one agreed service order. In addition, from the created service order, there is no visibility or synchronization between the lines on the service order and the opportunity and the other way around.
To better understand the scenario, could you please explain the followings:
One way to accomplish your scenario would be to create the measurement work by manually creating the appointment and linking it to the opportunities using user defined fields. Then you can create a sidepanel on the opportunities form showing the appointment so that you can fill in the opportunity based on the appointment. After the quote has been accepted you would then create the service order using the Create Service Order action on the opportunities form. For visibility of the notes and attachments on the agreed work you could also create a sidepanel.
I have created the following idea on the community to gather votes and comments from other customers and partners, to handle the scenario on an easier way
Thank you for the detailed reply, and thank you for adding this as an idea to gather votes.
It seems crucial to me and I’m shocked that this hasn’t been raised before. 🤔
To answer your questions:
How would I go about linking the appointment to the opportunity using the user defined fields? Simply adding an opportunity ID field and coping/pasting the opportunity ID into the field?
Are you able to give me the steps to create the side-panel on the opportunities form?
To my understanding it’s possible to add quoting functionality to service orders. If that is true, and if we could also add a won/lost field, could you tell me why we shouldn’t just use service orders, skipping the opportunities stage altogether?
Thank you for your help!
P.S. - our sandbox uses Acumatica 2021 R2.
Thanks for sharing your scenarios.
Here are my answers to your questions
Yes, I created an Attribute of control type Selector with lookup PX.Objects.CR.CROpportunity, Field ID OpportunityID. Then on the appointment form you would search for the Opportunity or coping and pasting the opportunity ID into the field
Sure! I am attaching a customization with the GI and the changes on the Opportunities to show the side panel. For the customization to work you need to create the Attribute named OPPORT and add the User Defined Field to the Appt form. (Customization is compatible with 2022R1)
This is how the customization was build:
Yes, Service Order allows creating a Quote document if the service order type is set with behavior Quote. Quote service orders are not billable and allows converting the quote into a regular service order maintaining the links between the quote and the converted doc. The problem with this and your requirement is that Quote service orders do not allow creating appointments.
If you want to use service orders as quotes i would instead do as follows:
The advantage of using opportunity's quote is that it allows to keep quote history, which is not an option on the service order, although the sent reports could be used as history.
Thank you for all the details and information.
Are you suggesting that that we’ll use the regular service order, prepare quotes outside Acumatica, and email them through the service order? I wouldn’t rule that out but, it seems so odd that such a complex system can’t handle something so trivial.
Is this the best solution for our workflow?
If I understand correctly, it’s only possible to generate quotes from a “Quote service order”, but from this type of service order it’s not possible to create appointments. But from a regular service order it’s not possible to create quotes.
What am I missing?
Thank you for all your help.
That way, your regular service order will allow to send a quotes
Hope that clarifies your question
This form is needed as a service report, especially when it’s an appointment for assessment and estimation purposes. The client needs to sign so that all parties involved has a record of what had been done.
Are there any other options?
To sign the report, you can use a 3rd party like DocuSign.
Another option to accomplish your workflow would be to start from a Service Order of behavior Quote. These types of service orders does not allow to create appointments but you could copy the quote document into multiple service orders.
For this workflow to work you only need to modify the current Quote Workflow automation so that the Copied status allows modifying the document. Attached is a customization that does this, compatible with 2021R2
If you have further questions we can coordinate a call
Does this mean we won’t be able to pause and resume the first appointment?
When you say copy the quote, is that the copy button? Or looking at a quote to recreate it again.
That this also mean we’ll have two types of service orders in the system?
AC> you could also use the first appointment and pause and resume it. The only thing to consider is that new lines added to the quote after the service order/appointment is created, will not be visible on the service order/appointment. You will need to add them manually although you can use the actio nof export/import excel file.
AC> I mean the Copy action. This actions allows to create a service order linked to the quote
AC> Depending on the approach you want to follow. Of you want to use only one appointment for both measurement and regular work and pause/resume the work between each visit, then you will only need one service order. If you want to create one service order/Appointment for the measurement and another for the regular work then you could differentiate these with different service order types.
If we start from a ‘quote service order’ then we can’t create an appointment from this type of service order, can we?
We definitely don’t want multiple service order types, it’s a perfect way to confuse users and make mistakes.
You’ve given me quote a few option, and without seeing them libe they sound a bit confusing and and awkward.
To sum up our needs, we need to:
What do you think would be the best setup to handle this flow in a straight forward manner?
P.S. - we can coordinate a call if that would be easier.