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  1. Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Shifts.
  2. Zoom on the Shift ID field.
  3. Enter a Shift ID and Description.
  4. Enter the workable hours by double-clicking the day of the week in the lower half of the Shift Setup window. You can enter the Starting Time and Ending Time in the Shift Daily Setup window. The system figures a technician's availability based on the shift hours entered, service appointments, activity appointments, and the technician's extended hours. The system does not recognize when a shift extends for longer than one day. If a shift crosses midnight, you must set up two shifts. For example, if a shift starts at 11:00 p.m. and ends the next day at 7:00 a.m., you would have to set up a shift for 11:00 p.m. – 11:59 p.m. and a second shift from 12:01 a.m. – 7:00 a.m.

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Note
  • A 12:00 a.m. time entry is the equivalent of zero. We recommend you do not have the starting time or ending time set to 12:00 a.m., as illustrated in the previous example. The system allows you to make the ending time of one shift the same as the starting time of the next shift. Also, you should make the available blocks of time as large as possible. If you split a day into two shifts, 8:00 a.m. - 12:00 p.m. and 1:00 p.m. - 5:00, the system would not be able to schedule a call longer than four hours, since that is the largest block of time available. If the technician could work through lunch, create the shift from 8:00 a.m. - 5:00 p.m.

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  • To edit a shift, double-click the shift to open the Shift Daily Setup window.

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Setting up technician activity IDs

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  1. Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians.
  2. Select a technician and choose the Shifts button.
  3. Use the lookup in the Shift ID field to choose an existing shift, then fill in the following fields on the line:
    • Start Date and End DateEnter a Start Date and End Date to specify when the technician will be working the shift. Start and end dates are required for all non-default shifts. When service call appointments are assigned, the system uses these dates to determine which shift the technician is working.
    • DefaultIt is required that you specify a default shift by marking the Default check box next to the shift most commonly used by the technician. The default shift has no start date, and the end date defaults to 12/31/9999 and cannot be changed. The system automatically uses the default shift unless an appointment date falls within the start and end dates of another shift.

  4. Edit shifts if necessary. To edit a line in the scrolling window, you must delete the line and then re-enter it. To delete a shift, select the line in the scrolling window and choose Remove Shift. If the technician has been assigned to service appointments that no longer fall within the remaining shift(s), the Technician Shift Exception report prints, showing those service calls and appointments. You can either adjust the shifts and appointments, or you can assign the service appointments to a different technician. 

    Note

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  1. You can also print the Technician Shift Exception report by choosing the printer button in the Technician Shift Setup window.


  2. Choose OK to return to the Technician Setup window.
  3. Choose Save.
Note

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If you make a mistake and want to delete a partial line entry in the scrolling window, right-click and choose Delete Row.

For shift setup information, see Setting up technician shifts.

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You can assign a technician to multiple branches. This is handy for technicians that work in more than one area, and for dispatchers who need to schedule that work. In addition, you can designate a home branch for technicians. This branch would be used to schedule PTO, training and other miscellaneous activities if using activity scheduling.
If  If Global Filtering is enabled, and a user has access to only one branch, he/she can still access, for example, all appointments for a technician on the Technician Board. However, that user cannot zoom on that appointment if it is for a branch to which he/she does not have access.

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You may have to manage multiple divisions in your company. A division could refer to a division, department, profit center, geo-center, or other designation. For example, you may operate a service division as well as an installation division. By specifying a division, all revenue and expenses originating in Service Management related to a specific service call are attributed to the GL accounts set up for the division. In the Service Call window, you must specify the division using the lookup window in the Division field.

Note

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When you create a new division, you can copy the account setup from an existing division. This facilitates the account setup process. For more information go to Copying division accounts.

  1. Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Divisions.
  2. Enter a Division name.
  3. If you are using the Service Call Quote module, enter a Default Pricing Matrix.
  4. Choose Save.


Note

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  • The Division field is a required field in the Service Call window; therefore, you must have at least one division in your company. If you do not have divisions in your company, you must create one. You could call it Service.

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  • If you will be creating service calls from a MobileTech device, a division must be assigned at the customer or customer location level. Cards > Sales > Customer
  • You must set up general ledger revenue and expense account numbers for each division you create.


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Copying division accounts

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