Field Service

Hi,Has anyone encounter issue where you imported the Appointments with line detail successfully, but the service order that created automatically from the imported appointments has missing line detail? When I created the appointment manually, the service order that created automatically has no issue with line detail, only when using import scenario that this issue happen. Thank you. Regards,Chern

We are using an automation to create cases from our Work Orders outlook email. We’re running into a couple issues. First is duplicate cases. Ex. If someone replies all it adds a RE: to the front of the subject and creates a new case. Or if a new contact is added to the email it creates a new case. Now we have multiple cases for one conversation. Second - The attachments in the email (in activities) does not transfer over when creating SO from Case. Is there a way to have the attachments from the email transfer over?

Good Morning, WITHOUT using the “Mark for PO” feature, is there any way to create a filter showing which Service Orders are “Ready to Schedule”? I have created a filter looking at the INSiteStatus table, ensuring that the QtyOnHand > 0 (for the specific warehouse). Which works great, except that it doesn’t look at all item rows. Meaning a Service Order may require three different Inventory Items, and my filter will show the Service Order as “Ready to Schedule” when just one item meets my criteria of QtyOnHand>0.  I would like the filter to only show the Service Call as “Ready to Schedule” when ALL Inventory Items have a QtyOnHand>0.  Any ideas would be appreciated. Thanks,Alec

Has anyone seen this before?On the Calendar Board filter, the check boxes visualy change when you try to check them. Clicking or double clicking the boxes does not activate the filters. The only way I can get the box to check is to tab to that box and spacebar. This happens on both Chrome and Edge. 23 R1 (we’re upgrading to 24 R1 in less than 2 weeks)   

Before I submit a support ticket, I wanted to see if the community has this answer already… I have two almost identical Service Contracts created, both Active and invoiced. In the Service Order, when I select the first contract that I created (0063) or don’t select a contract at all, the Target Equipment appears for selection in the details properly (see first screenshot). I have another Service Contract (0068) that I created, but when I select this in the Service Order, the Target Equipment disappears from selection. I have absolutely no idea why this is the case. Has anybody encountered this or know why this is happening? Can there not be 2 service contracts active at the same time? This seems to be a bug to me… 

Looking for a Acumatica reference that utilizes Field Service Mobile App for Scheduling Technicians, Accessing Service Orders, Applying Actual Labor, Invoicing, and collecting Payment all through the Acumatica Mobile App.  This prospect is eager to talk with a customer that is using these features on the Mobile App.  

Has anyone figured out how to get this to show the correct address on the Service Order? I have noticed that when creating a Service Order (SVO) from a Sales Order.If the sales order includes a Location that is not MAIN one of two things happenThe SVO type has the AppAddressSource (Take Address and Contact Information From) set to Contact Then Acumatica creates the Service Order with the MAIN Location address even though the Location is not main (This is because the Contact is linked to the Business Account and not a Location) The SVO type has the APPAddressSource (Take Address and Contact Information From) set to Business Account Then Acumatica goes into an endless loop following this message This was a known issue way back in CRM with this 

We run MYOB Advanced which is the version of Acumatica for Australia and New Zealand.  We have nearly a hundred assets that we use for delivery of finished goods and these can be left with the customer for a few weeks. We need a tracking solution that will allow us to see where the asset is at any time and to then bill the customer if they keep the asset for longer than contracted norms.  If there is a GPS system that would integrate with Acumatica and would facilitate this, perhaps utilising the Equipment and or Field Service modules, I'd be very glad to hear.

Staff Member had Staff schedule for 2 different Branch location and showed on both locations on the Calendar boardThe Staff member was “rolled back” on one of the locations and no longer showed on the Calendar board for that branch locationMy problem is that when I look at the Schedule Rule there is no indication that any record was rolled back and this is confusing for the customerHow do you know a schedule is rolled back ?  

I have seen a few post about not being able to include equipment in cases.  The fixes are janky with no real relationship between the case and the equipment.  How has this been overlooked by Acumatica?It’s just such a common situation to have a customer call and as their describing the problem the tech wants to track the serialized piece of equipment they are helping the customer with.  Not because it needs to be replaced, but because it’s the equipment the customer is troubleshooting.  Has anyone found a way or used a 3rd party software that offers this functionality with a true link between case and equipment.  We are capable and have customized Acumatica using code but for this use case it seems silly.  

Why does Service Time get deleted from the log when reopened? Specifically, when a person other than the individual assigned to the appointment uncloses or reopens the appointment. Is there a way to keep this from occurring?

We just updated to 24 R1 and we can no longer remove POs from the service order. Does anyone know a work around or a way to fix this?

Hi, Looking for help with a client request to print the staff name from all the appointments on an Email Template. I am able to print the staff from the first appointment using the field “ ((ServiceOrderAppointments.PrimaryDriver.AcctName))” but I need to print  all the staff from all the appointments of the that Service Order. Please advise if any one has worked on something similar. For example SO# XXX has  appointments/Staff on the appointments  - A01 - Jhon, Tina A02 - Jhon, Jeff A03 - Chris So I want print Jhon, Tina, Chris 

Good day,Is it possible to update the workflow stage of an appointment from the mobile app? Currently when items are added to an appointment, we change the workflow stage of that appointment to “Parts Requested”. Doing this generates a picklist for our warehouse persons to gather the items for the technician to collect. When the items are collected the workflow status is chnaged to fulfilled and the line items are marked as completed. In the mobile app I don’t see the ability to chnage the workflow stage manually. Is this possible?

I am in the middle of physical inventory count and I am trying to close out the count. However, there are items that show up as FS Allocated that is interfering with us closing it as it will draw our available qty negative. How can I remove the FS Allocated items?  

We are looking for a solution to be able to enter and edit Service transactions when there is no internet or wifi available. Our customer’s service techs are often working in cooler where it is very difficult to get service on their mobile devices.Any guidance is greatly appreciated!

I know there is not a way to bill an appointment for a minimum set time of 15 minutes. For example if a technician completes a job in 8 minutes, system should set a minimum to 15 minutes unless manual intervention is done. Is it something under future product enhancement consideration?

Is there a way to change the default project once the service order has been created? Sometimes the wrong project is selected and we need to update it for billing. Acumatica doesn’t seem to allow you to make any changes to the project once you have saved the service order.

Some of my technicians have complained of some differing amounts from the Service Order to the Appointment, and it has boiled down to taxes. I’ve seen it pop up a few times, and its always a Special Tax issue.The  address was validated at the Customer level, and not overridden on either the Service Order or Appointment.Has anyone experienced this issue? Appointment, with the extra line of taxesService Order, lacking the extra tax Acumatica 2022R2 Build 23.212.0024

Recently our Acumatica site was down for a full day of work. We are service based and have techs out in the field all day. With the site down we were unable to access appointments and eventually we had to send all techs home.This triggered us to realize we need a Disaster Recovery Plan. I wanted to see what others have done to make sure you can still function if your Acumatica site goes down?

Mistakes were made when item classes were set up and some Stock Items were created as Model Equipment that should be Parts and vice versa. I know the setting is read only on the inventory item, but it doesn’t look like correcting the setting on the item class solves the problem either. Any ideas on how to correct this for existing stock items?

Hi everyone,I'm having issue trying to configure an Import Scenario to delete all the sales prices with the same UOM.I have a huge list to delete and one by one its no efficient 

HI, I have set up allocation and billing rules based on the attached document to process project billing from field service appointments.However, when we run billing from the appointments, the system is not marking stock items as billable. As a result, these stock items are not being billed in the AR invoice when we execute the project billing    I've attached a document on the field service management demo script, which includes the setup process and a detailed transaction process between pages 58 and 95.Can someone please review and let me know why the stock item is not being marked as billable in the project transaction. Thanks.  

Use Case:Client sells equipment that requires inspection and setup, then an appointment for delivery and installation. Client will be invoiced following the completion of the delivery and installation.Acumatica does NOT automatically create the equipment record until the invoice is released (unless we are missing something), so the equipment can’t be noted on the service order or the appointment. So essentially they can’t indicate the equipment on either of those records until the sales invoice is released, which would be after the delivery and installation.We are trying to avoid the step of manually creating the equipment record. Our hope is we are missing something in the process as this seems like a normal situation with lots of equipment.