Field Service

Since we installed Acumatica 2023R2, Our service techs have been complaining, especially when using the android version of the Acumatica App. Here is what happens:1. They will use the “View on Map” button to see the location of their next appointment.2. The app will open up Google Maps correctly.3. When returning to the Accumatica App after looking at the map, it is locked up. Every time they need to restart the app and log-in again.This is frustrating. Any suggestions on what we can do? 

The example story goes like this, our customer sold an ice machine that came with a 1 year parts/labor warranty. Within the manufacturers warranty period, the ice machine required a service appointment that resulted in a trip charge, on-site labor and a replacement of a defective non-serialized subcomponent part.The end customer is not expecting to pay for the service charges because it’s covered under the manufacturer's warranty. However our customer the service provider would like to be reimbursed under the manufacturer's warranty program. They have no visibility for tracking the process of collecting reimbursement for the appointment expenses.Any thoughts on this?

I believe this is a new bug for 2023R2, as it never occurred until we upgraded. I am able to recreate this error on a new instance with u100 data.I think this is limited to the field service, when billing by Service Order that has one (or more?) canceled appointments but still has a completed & closed appointment. The canceled appointment will have at least 1 inventory item on it, and the completed appointment will be a reschedule of the first appointment with the same inventory item. The service order will correctly show only 1 item to bill.When you go to release the invoice, the one inventory item will show, but error on release with the following error.Error: Updating 'Appointment Item Detail' record raised at least one error. Please review the errors. The specified quantity (1.00) along with the quantity in other appointments (1.00) is greater than the quantity in the associated service order line (1.00). The specified quanti

Has anyone had issues with the Default cost code from the Service Order type not being retrieved?I’m having an issue clicking and dragging an unassigned appointment to an employee for a Project Service Order type.  I believe it’s because it’s needing a cost code for the Staff Assignment. Other issue in general, is the default cost code functionality doesn’t appear to be working.Any thoughts / suggestions / ideas? Thanks Sara

we are trying to get onto mobile for our field techs but we are running into issues with returning material. what is the process you are using to return unused material that was purchased for a service order on the mobile app?   We need to know what service order its for when we receive the credit note.  ideally it would be nice to use a PO to do this, but the system doesn’t allow you to create negative PO.

 Hi we encounter some email replies did not feed into Acumatica so we did not receive the reply via Acumatica cases and we had to check back email. I’ve check the label/folders and it’s accurate.  This is how we set up the incoming emails, so it reads by the label via gmail, so the email replies did appear inside the label (root folder) but sometimes it doesn’t capture.so IKARISUPPORT has our emails when client replied support@ikari.sg This is the missed email, it does have our email support@ikari.sg

We have a multiple service contract schedules that needs to record on the system. We would like to achieve this using the import scenario. Couple of fields can be imported, however when we tried to import the scheduled on date for monthly and yearly frequency, it seems this field is not available for import. This schedule on is always default to Fixed Day of Month at 1st. We would like to all the schedule to be selected the Fixed Day of Week at a different day like every second of Thursday. Will that be possible? Thanks,

Hi, I’m trying to create a business event that creates AP bills relating to an appointment.The requirement is to create some AP bills automatically when an appointment is created. I’m trying to use the Create AP Bill action in the detail tab of the appointment form for the import scenario. However, I can’t find how to use this action in the import scenario. Could you anyone please help me with this?Or else do you see any way I can fulfill the requirement?Best Regards,Dulanjana

Hello! We want to import service contracts which the start date of the contract is around one year later than the importing date. Hence it has previously generated billing documents.Is there a way we can import service contracts, start generate billing documents from a mentioned date, not from the start date of the contract?Thank You!

We have many instances where we do work for a customer in Tax Jurisdiction A (Example). The invoice, is generated to a sperate bill TO Customer. The tax rate due - is based on where the Service customer is - where the work is physically performed. However, the tax rate is pulling from the bill to customer, creating a very cumbersome tax Code review process. IS there something I am overlooking, or is this a shortcoming / issue that is being addressed? For Service work, it would always be tax in jurisdiction work is performed. Would be great if anyone could share some insights (hoping IM making a mistake!).  Below is example of our current billing configuration in this scenario.   

Hi,I’ve inherited an Acumatica install with 1500 open service appointments and want to find a way to close anything over 2 years old automatically.  As I’ve been going through the process I’m finding lots of road blocks because of rules.e.g. - Cannot complete because there are open appointments.e.g. - Cannot complete because an instruction/comment line item is open in an appointment.I am new to Acumatica and have been learning the service module but can’t seem to resolve this.  Is there a way to mass close appointments and override the warnings?  If all else fails, someone will have to go through all the appointments and close them.Thanks, Kevin 

HI All,I try to implement the Sales Order for Equipment based on guiding from V150_Equipment_and_Route_Management. At the Step 1, after filling in Inventory ID, there was a field Equipment Action with choices include Selling Model Equipment, Replacing Target Equipment, Selling Optional Component, Upgrading Component, Replacing Component. On my environment, I cant edit this field so cant pick the option.In theory, if i can choose options on this field as Selling Model Equipment after invoice was released, the Service Equipment will be created on screen Equipment SummaryBecause I cant edit that field, so the taret equipment wasnt createdDo you all have any idea why this happens?Best regards,Yên Chi

We have service technicians that perform onsite repair work for our company. We use the Service Management module of Acumatica and it appears to be working well. However we want them to be able to view the Target Equipment History, it seems like their rights/roles are not setup correctly.Can someone please tell me what the correct rights are to allow them to VIEW the Equipment and Equipment history, but not be able to make any changes to that data? I can get them to view equipment but not the equipment history, it comes up with “An error has occured”We also want to restrict all staff except Service Management staff from making changes to the Equipment database. Just to have Read Only.

   Because it is nonexistent in DB

We are having an issue where we have multiple technicians on an appointment, let’s say three for example, one departs (only selecting themselves to depart), then he arrives (again only selecting themselves), and the appointment moves to In Process. Once this happens, it starts logging time for all the technicians, even though there was only one selected and they are the only ones who have a travel time log. Obviously the other techs are not there, so they should not have their time being tracked. Here’s an example of what it looks like after arriving the one technicianAny help is appreciated, thanks!

Issue:Voided prepayment still calculating the balance into Paid and deducting balance from Unpaid Balance.Cause:Our AR department made an error when entering in a prepayment for a Service Order and applied the full amount instead of a partial payment. They corrected this mistake by voiding the prepayment, and creating a new one for the lesser amount.Pictures:I am unsure if this is an error since we upgraded from 2022R2 to 2023R2, or if it was existing before hand.Is this a known issue in Acumatica?

We have just started to pull the log lines from the service appointment to timecards for payroll processing.Last week someone entered an overtime entry (Earning type ‘TH’) when it should have been normal hours.  We get this error when trying to release the Timecard → ‘An error occured during processing of the field Earning Type value TH. Earning type cannot be updated because this record is related to a released or approved time activity’The appointment was invoiced but has been credited, however we can’t alter the existing entry.  A suggestion was to enter a new line with a -1 for hours.  We couldn’t get the -1 for TH to work but could get -1 for normal hours to save.  This entry has flowed through to the timecard, but still getting the above error.Anyone have any ideas how we can get this sorted?

Where do the Notes in the body section from the OTHER tab appear on the mobile app? I was told these are internal notes for the Service Tech, but the notes don’t seem to appear on the mobile app. These are important as we want to communicate info to the Service Tech that we don’t want the customer to see and we don’t want to appear on the appointment documents or invoice.  

See question above This seems to be causing issues with closing SORs since we have all these comments & instructions showing on SOR as Requires Scheduling but they are marked as Complete on the underlying appointment.

What’s the best way to be able to issue stock out when consumed in a service order while the service order is still on going for certain period of time. The service order can take place in weeks and stock is used over time. This has caused issue on balance sheet and stock take. It looks like there is variance in the stock take but actually not because the stock is no longer there but the book qty says it’s there.

Hello all,If I have 2 branch locations, have employees in one and employees in the other. How can I assign appointments to an employee that doesn't have that branch as their 'home' branch. Thanks.

We have been using service contracts in ACU since 2020. Since our new update we are no longer able to adjust the ‘Last Generated’ date on the schedules which used to allow us to regenerate after making any necessary changes to the line items. Is there another way to accomplish regenerating? Thanks in advance!!

I had to correct some sales order invoices to remove a non-stock item that was on each of them. Why do the appointments for these go back into run billing? And how do I get rid of those so that they don’t get processed again? Thanks! 

Hi,I’m creating some historical service contracts through an import scenario. With that I want to add a date to Last Billing Date to avoid creating invoices starting from the beginning of the contract when running the billing for the first time. I tried to add the last billing date through a import scenario and it didn't work. Could you please provide any suggestions here?Best Regards,Dulanjana  

hello all,I have a scenario where an appointment has been made for a technician and on the same day the technician pulls in a PTO request. How can i create a notification to notify the users that an appointment has already been created on the same timeframe? Thanks.