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Changing Customer on an Appointment after it has been completed

  • June 13, 2025
  • 6 replies
  • 175 views
G
Freshman I

In Field Service, we struggle with not being able to change a customer on an appointment after the appointment has been completed.  This is an issue for us.  Customers often ask that we change the Customer or the Bill To Customer after the appointment has been completed. 

To change the Customer or the Bill To Customer, we have to create a new appointment, delete all material and labor from the original appointment and cancel the appointment.  This is tedious and time consuming, especially if we have many, 15-20, appointments on a Service Order.  

In Sage CRE, we could change the Bill To Customer at any point before the Work Order was invoiced.  We could also send an invoice back to Service Management from AR, and change the Billi To Customer with ease.  

Does anyone have a solution for changing the the Customer or Billing Customer with ease after an appointment is completed?

​@khowe86 

 

Best answer by sean21

I have a 4 year old idea on the forum that’s related to this.

 

 

This is still an issue. Many service companies need to change the bill-to for various reasons: 

  • 3rd party responsible for payment (e.g., insurance provider)
  • Billing a warranty provider or Mfg. instead

These are things that are not always known at time of service order creation.

 

 

    6 replies

    dcomerford
    Captain II
    Forum|alt.badge.img+15
    • dcomerford
    • Captain II
    • June 16, 2025

    ​@gball What version are you on as in 24R2 there is a new Edit command on completed appointments allowing you to make changes with out losing the log times etc and then complete it agan

    Dermot Comerford
    Chris Hackett
    M
    vdiaz
    Acumatica Moderator
    Forum|alt.badge.img+2
    • vdiaz
    • Acumatica Moderator
    • June 20, 2025

    Hi!

    Regarding customer and billing customer, please consider the following:

    • In general, it’s not possible to change the customer on either the Service Orders or the Appointments screens after the  
    • Regarding the Billing customer, there are certain rules in place to limit users to modify it (to preserve consistency across the related documents):
      • Service Orders screen: it’s not possible to change the billing customer if:
        • At least one prepayment is created
        • At least one of the lines is related to a Bill or an expense receipt 
        • A a service contract is seleted
        • At least one of the lines is related to a Target Equipment
      • Appointments screen:
        • If the appointment is created from a service order: not allowed.
        • If the appointment is created from scratch: not allowed after the document is saved.

    Some of the mentioned limitations were implemented in 2025 R1.

    The reason why changes on these fields are limited is becuase there are many other fields that are calculated based on the billing customer such as: taxes, currency, projects, contracts, etc.

    The Edit command mentioned in the previous comment will help to modify other fields, but not the billing customer. 

    Valentina
    Chris Hackett
    G
    Freshman I
    • gball
    • Author
    • Freshman I
    • June 21, 2025

    Thank you for responding.  

    This is an issue for our company.  In Sage CRE, we cold change the billing customer after a Work Order/Service Order was created and had items on it.  It is a tremendous amount of work to recreate invoices because the Billing Customer needs to be changed.  

    This is becoming a serious drawback for our company.  This, along with our other issues, especially with Purchase Orders, it causing us to rethink our choice of going with Acumatica.  

     

     

    sean21
    Varsity III
    Forum|alt.badge.img+1
    • sean21
    • Varsity III
    • Answer
    • July 19, 2025

    I have a 4 year old idea on the forum that’s related to this.

     

     

    This is still an issue. Many service companies need to change the bill-to for various reasons: 

    • 3rd party responsible for payment (e.g., insurance provider)
    • Billing a warranty provider or Mfg. instead

    These are things that are not always known at time of service order creation.

     

     

    Sean Reeves | Practice Director | Business Consulting Leader
    vdiaz
    Chris Hackett
    G
    G
    Freshman I
    • gball
    • Author
    • Freshman I
    • July 21, 2025

    It is good to know that others have posted about this same issue.  Hopefully, this will get some attention.  But is disappointing that you brought it up 4!!! years ago.

    vdiaz
    Chris Hackett
    P
    Freshman I
    • Phorst
    • Freshman I
    • August 12, 2025

    This is very disappointing. I also need to be able to change the customer name… anytime along the way prior to closing the Service Work order. 

    The only work around is to rebuild the entire thing under a new name

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