Skip to main content

We have discovered a rather significant error caused by recent changes in Acumatica related to appointments managed in the mobile app. This is now affecting nearly all of our clients. Apparently Acumatica has made a change in how the signature function works on appointments, triggering a background process that takes the signature image and applies it to a PDF copy of the appointment summery. 

Previously when the technician would have a customer sign an appointment, Acumatica would simply attach an image of the signature to the appointment. Now Acumatica takes that signature and generates a PDF copy of the appointment summery, then deletes the signature image file. This sounds great, because people would rather be able to see the signature applied to the document rather than just sitting there as an image file. The problem is that Acumatica’s process of creating a PDF with the applied signature, attaching it to the appointment, and then deleting the image file causes the appointment in the system to update creating a data mismatch between what is on the technician’s app.  The result is an error every time the tech attempts to add comments, or take a credit card payment, or make any other necessary changes to the appointment. 

The workaround is to have the tech take a signature from the customer for the appointment, save, exit out of the appointment, then wait a minute to make sure the background process finishes, then re-enter the appointment and apply notes, comments, or take the customers payment, then save again, and exit again. 

There seems to be no configuration that allows us to turn this feature off. This has been submitted as case 390280 as urgent because it is causing a rash of support tickets on our side and the work-around is so unacceptable that technicians are now refusing to use the mobile app.

What if the customer wants to utilize the signature on a different report than the standard appointment summary report that is created from the signature.  Currently, this cannot be done in Acumatica.  Once the signature is put on the appointment summary, it no longer exists as a standalone file to be used for other reports.  My client wants to include signatures on the invoices they send out but are unable to utilize the signature once a change in the appointment is made and the signature disappears and becomes the appointment summary report.  This background process should be configurable, either by being able to turn it off or by being able to choose which report the signature is applied to.

Hi @sgaspar72 

I’m sorry you had to experience this. This is related to a bug that was introduced in 23 R1. We are currently working on the fix and hope to deliver it for the next minor update for 23 R1.

Please pay attention to the next release notes.

 

What if the customer wants to utilize the signature on a different report than the standard appointment summary report that is created from the signature.  Currently, this cannot be done in Acumatica.  Once the signature is put on the appointment summary, it no longer exists as a standalone file to be used for other reports.  My client wants to include signatures on the invoices they send out but are unable to utilize the signature once a change in the appointment is made and the signature disappears and becomes the appointment summary report.  This background process should be configurable, either by being able to turn it off or by being able to choose which report the signature is applied to.

You are right this is not possible in Acumatica.

Not sure if this is something we would implement since signatures are sensitive/private information and they should be encripted. Maybe you can try to add the signed appointments as a separate page or as an annex of the to the invoice sent to the customer.

Thanks, we see limitations in Acumatica trying to add a .pdf file as an addendum or attachment to another .pdf file.  So it’s difficult to have the invoice pull those associated appointment’s signed appointment summaries and include them as additional pages or attachments.

Some of our customer’s customers require their invoices to include details of the referenced appointments as well as the signature obtained while on site.  It seems like a simple request but today would be cumbersome as it can only be done manually.  If there were more configuration options around this functionality, that could alleviate the manual workarounds if a customer’s requirements don’t match how Acumatica handles the signatures received while onsite.

What we will try to do instead is customize the email invoice process to grab the associated signed appointment summaries referenced in the invoice lines.  Only limitation to this is if the customer requires hard copy invoices, then it will have to be manual.

Reply


Terms & ConditionsCookie settings