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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… 

 

I have determined that the issue is because the Billing Customer is different from the Service Order (ship-to) customer. 

Even if there is no Service Contract specified, the Billing Customer being different means that the Target Equipment is no longer available for search. 

When the Billing Customer and Service Order customer are the same, the Target Equipment if available for selection, regardless of whether there is a Service Contract specified. 

 

Can someone validate that this is by design or potentially a bug? I will either need to customize or submit a support ticket if this is the case. 

Not sure how companies can service equipment at a client site but bill a third-party if this is the current functionality. 

 

 

@sean21

There are some rules by design that will allow users to pick specific equipment based on:

  • The customer selected on the header of the appointment, service order or service contract.
  • The billing customer from the appointment, service order or service contract.
  • The customer selected as Owner in the equipment
  • The customer selected as Location of the equipment

In general, the billing customer of the document should match the customer selected as owner of the equipment. 

I can share a rough table where these rules are described. 

 

You can work around this, if you select a checkbox on the Equipment Management Preferences form, this will make available all equipment, regardless of the location or owner for all documents. 

I hope this helps...

@vdiaz Thank you for the information and providing the table. Very helpful. 

Based on your summary, my takeaway is that to have Target Equipment appear for selection in the event that there is a third-party (or different customer that needs to be billed), the following config is required: 

  • Owner on EQ record = billing customer (customer A) 
  • Location of EQ = customer that actual has EQ on-site (customer B) 
  • FSO/Appt Customer (in heading) = customer that actual has EQ on-site (customer B) 
  • FSO/Appt Bill-to Customer = billing customer (customer A) 

Note for the community: 

  • In the above scenario, the bill-to customer will carry the AR balance
  • If in this scenario, one needs customer B to carry the AR balance and customer A is paying a portion of it (like insurance coverage) - parent/child relationship is required
    • Bill-to customer would not be changed in the service order in this case
    • EQ record owner can technically remain as customer B

 

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