Field Service

Our service technicians log into an appointment on their mobile device to start time on a service order.  The time starts when travel starts. Are there any settings that we can use to prevent a tech from starting time prior to a set time.For example if we have a case where a tech can’t be on a client site/service appointment until 8am  we don;t want them to be able to punch in to that appointment at 7am on their phone. We use the start/stop time for both billing and for payroll tracking.

Before i log a case on this as it does not appear correct to me. I have setup a Service Contract Schedule with a Start Date of 12/1/2025 (or any date between 3/2/2025 to 12/31/2025) to reoccur every 2 years in August on saving the Next Expiration Date if 8/1/2027 which is the result i want If i change Start Date on same schedule to be 1/1/2026 up to 8/1/2026 (one month forward) the next Execution Date changes to 8/1/2026 (comes back 2 years) which does not appear correct  

What is the best process of handling multiple employees on the same appointment in regard to documenting their time

Hi, Please check out this website. https://www.realwear.com/devices/navigator-520Has anyone come across this product and/or know of a customer who is using these glasses integrated to Acumatica for field services, equipment maintenance?With RealWear Navigator 520, users can log real-time inspection data based on situational hazards and issues – all while remaining hands-free and maintaining situational awareness.Or do you know of anything similar?If yes please advise thanks. 

Hello, We turned on the various location tracking settings by User. However, when I view the location tracking history, it only shows me the longitude and latitude. How can we view this information in a map form?

Hi All,The reason I want to import is so that from one Service Order, the system can automatically create multiple appointments, allowing staff to see their calendars for the scheduled period.I’m trying to import appointments from a Service Order. The business event and subscriber run fine, but the appointment never gets created.I’ve attached my GI and mapping — could you please take a quick look and let me know if you spot any mistakes? really need to fix this soon.Thanks a lot!I use generic service order FS3001PL as data provider 

Hi Team,we would like to request a change in how the sign-off process works:(Appointments) We need the ability to capture and keep the store manager’s signature on-site. At the same time, we’d like the option for our service coordinator to enter or revise the "Work Performed" notes afterward before the final PDF is generated. This is important in cases where the technician’s original notes are unclear or incomplete.To Confirm.Whether the sign-off sheet notes issue is a known bug or configuration error. If it is possible to adjust the workflow to separate the signature capture from the final notes entry. What changes or setup would be needed on our end to enable this.Or If its need a customization. 

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  

Changing a Customer’s Status to Credit Hold does not stop Acumatica users from creating Service Orders/Appointments, Sales Orders, or Projects. We have Customers who have not paid their bill for quite awhile but are running into an issue where our Service Department will still conduct Service calls for the Customer because no red flags are being raised when a customer is on Credit Hold. Anyone have any suggestions to restrict Service Orders/Appointments, Sales Orders, or Projects for Customers who haven’t paid their bill in awhile?

Has anyone created a quote process in the service module?Quote to sales order is working well in the main system, but I am struggling to make the same duplicate process for quote to service orders. Help please

I have setup a restriction group for a warehouse based on a service technician. In native Acumatica if I go to the service order or appointment, click details tab and add an item all I see are those stock items that are associated with that warehouse no other items or warehouses. If I go to the app, and do the same thing in an appointment I see all items, it looks like the warehouse restriction group does not work in the app or I am missing something in the app setup. Any help is appreciated. Thank you to all. 

Hi Team, Please refer to the photo of issue I'm having with acumatica App. Fails to open work order says not connected to server. I have closed and reinstalled the app. 

Is there a way to move just the signature from the original appointment over to the edited version one once we have made our updates/changes to it?

Hi everyone, I have a created a service order billing cycle:Run Billing for: Service Orders Group Billing Documents by: Service OrdersIn an appointment I have a service item with an estimate of 4 hours but the actual qty is 6 hours. After closing the appointment the item is transferred to service order for billing.However instead of the actual amount of 6 hours the only 4 hours are billed when running billing. If I change the billing cycle to: Run Billing for: Appointments Group Billing Documents by: Service Ordersnow billing is moved to the appointment which will create multiple invoices which isn’t what we want. Changing the billing cycle: Run Billing for: Service Orders Group Billing Documents by: Appointmentis not permitted by the system. Is there a way to to make service orders bill the actual amounts and qtys from the appointments? Or am I mi

Does Acumatica offer geolocation tracking in field service to fill the project automatically based on the location when employees are entering their time or equipment time?

We cannot figure out an easy way to store pertinent equipment information such as filter sizes, belt sizes, etc., for a piece of equipment where it will be easily accessed for appts and Service Contract work. If we store it in equipment attributes, is is not easily accessed for a technician who is doing the Service Contract work.  Each equipment file has to be opened to obtain the information. And in the equipment attributes, items for each attribute cannot be listed in list form.  It is in paragraph form which is difficult to read.  Where can we store equipment consumable item information such as filter sizes, belt sizes, humidifier pad sizes, etc., where it is easily accessed in list form.  When a tech sees the list, he knows exactly what he needs to take with him to do the job.   What do other companies do that use Field Service?  There has to be an easier way than using attributes.  

Hi Team,The issue is that they are trying to create a service order from schedule #FSC00036400. By using the following screen: 

Problem:1. An inventory item “CS1455330” was ordered with the “Mark for PO” check box in the Service Order. 2. This item was received, but as the appointment was completed, we realized that this item was not needed. We would like to just keep it in stock, but no longer have it allocated to this service order.3. I have tried to “Delete the line” or “Change the line status to ‘Canceled’”. This is the message that is shown when I try to do either of those actions: 4. We could just ignore it on the service order, as we have already billed the customer for everything else on the appointment. The only problem is that this inventory item will always

Has anyone found a solution to using customer rate tables to calculate the line item billable prices?How do we create rate tables that can be attached to each customer?For example, we have some customers that always receive a 10% discount.  We have others who always receive a 25% discount.  We need to be able to attach the rate table that will be applied to each customer. We could do this in Sage CRE.  Since changing to Acumatica, we have lost this functionality, or maybe I am just missing it in Acumatica. Please let me know how if you have a solution for creating rate tables and attaching them to each customers' account.​@khowe86  

We have just installed the service management module in Acumatica and we are able to create a service order, an appointment and clock in/out and create time activities however when we post or approve the time activities, the rates do not post to the GL.  If we set the service management billing settings to project transactions, we are able to post to a project but not allowed to invoice the customer through the service order anymore.  What we want it to bill the customer through the service order and have the time activities post to a GL account.  What should the settings be for this to happen?  We have a ticket into support but no answers.  Please help!!

Acumatica made a change and forgot to ask us first…Prior to 2024r2, if users ordered parts by mistake via purchase order to service jobs they could simply remove/delete them from the job and those parts would land in inventory. This was actually a seamless and helpful nuance. I wish incorrect parts were never ordered, but any field service company knows better!Starting in 2024r2 detail lines linked to purchase orders cannot be deleted from service orders. Once a purchase receipt is released, the only way to get that inventory out of a job is to contact acumatica support and request a custom script…It’s not uncommon for my company to order $10k-$20k items. On occasion they may be incorrect or more often actually not needed. Acumatica’s current functionality leaves you the option to $0 bill these items or leave them in allocation purgatory forever.How is everyone else solving this problem??? I can’t believe this oversight.

I know I have asked this before but I am just curious if Acumatica has made it to where you can default a warehouse to each employee.We have a warehouse for each van we have on the road. We want to be able to have the tech that drives that can defaulted so when they use parts off the van it is already selected for them.

Hello fellow Field Service users,Do you know if there is a way to communicate with field service employees about appointments or issues with appointments in Outlook or Teams?Thanks,Kay Howe​@gball 

Is there a configuration in the system to automatically copy and paste the start date, end date, start time, end time from the ‘Scheduled’ section to the fields of the ‘Actual’ section?  We run pretty simple that the appointments will always take place strictly the same start/end datetime as scheduled. It would be really nice if we could have a function to determine that the appointments will always take place as schedule. So that, the users don’t need to fill out the actual date/time maually. Thank you very much!  

Is it normal that we do not have any verification or notice when we create manually an equipment for a service call (serial number already exist… change the owner...already exist with another description or code, continue)?As example, we create a new equipment manually with serial number, but this equipment already exist for same owner or was register with previous owner. and system let us create the same equipment twice without any notice or verification.Is there any option that could be activate to have any kind of notice?