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The Unassigned Appointments report lists all appointments for a date range that have an Unassigned or Default status. The total number of unassigned appointments and their total hours are listed at the end of the report.

1. Choose Reports > Service Management > Service > Unassigned Appointments.
2. Enter a Start Date and an End Date.
3. Choose whether to include calls with an MCC call type.
4. Choose Print.

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The Assigned Appointments report lists all appointments with a status other than Unassigned or Default. The total number of assigned appointments and their total hours listed at the end of the report.

1. Choose Reports > Service Management > Service > Assigned Appointments.
2. Enter a Start Date and an End Date.
3. Choose whether to include calls with an MCC call type.
4. Choose Print.

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The Service at Location report lists service call information for a specific customer location within a certain date range. The report compiles information from the service call database and includes information from the Service Call window. The total number of service calls at the selected customer location is listed at the end of the report.

1. Choose Reports > Service Management > Service > Service at Location.
2. Select a customer using the lookup button in any field. When searching by Customer ID, Customer Name, Location Name, or Address 1, you must make a partial entry in the field and then choose the lookup button to begin the search. When searching by location phone, enter a phone number and then choose the phone button to begin the search. If a match is found, the customer record will be retrieved.
3. Enter a Start Date and an End Date.
4. Choose Print.

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The Service Calls by Salesperson report lists all service calls assigned to each salesperson. The report compiles information from the service call database and lists the service call ID, location name, call type, problem type, and date of call.

1. Choose Reports > Service Management > Service > Service by Salesperson.
2. Enter a Start Date and an End Date.
3. Choose to print a report for All salespersons or an Individual salesperson. Choose a Salesperson ID, if applicable.
4. Mark the check box if you want to Exclude closed and complete calls from the report.
5. Choose Print.

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The Open Service Calls with Costs report lists each open service call ID with the corresponding customer name and cost amount. An open service call with costs has unposted equipment, material, labor, subcontractor, or other added costs.
Because the report prints all unposted service call invoice costs, it can be a helpful tool to track displaced or incomplete service calls.
The Open Service Calls with Costs report prints if you are using the Service Invoicing module.
Choose Reports > Service Management > Service > Service with Costs.
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The Unposted Costs report lists all unposted costs. You can choose to print a summary or detail report and can choose what cost types and call types to display.
The Unposted Costs report prints if you are using SOP invoicing.

1. Choose Reports > Service Management > Service > Service with Costs.
2. Choose a report type by choosing the Summary or Detail radio button. If you choose Summary, only the cost totals will print. If you choose Detail, each line item on a SOP document will print.
3. In the Include Cost Types field, mark the cost types to display.
4. In the Include Call Types field, mark the call types to display.
5. Mark the Subtotal By Division check box if you want division subtotals to display on the report.
6. Choose Print.

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The Unbilled Costs report lists all unbilled labor costs for unposted service calls that have a call status other than Complete. The report lists the service call ID, problem description, call status, technician name, location name, service invoice date, and hours.
Choose Reports > Service Management > Service > Unbilled Costs.
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The Commission report lists all salespeople and their commissions for each service call.

1. Choose Reports > Service Management > Service > Commissions.
2. Enter a Start Date and an End Date.
3. Choose to print the report for All salespeople or an Individual salesperson. Enter a Salesperson ID, if applicable.
4. Choose Print.
5. Choose whether to print a standard or detailed report.

Standard
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Detailed
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As service calls are completed and posted, you can see how profitable they are. A Profitability report can be printed detailing the profitability of all or specific service call types for one or all your customers. The service invoices must be posted for the call to be included in the report.
The Profitability report displays the customer's service call information and lists the service call types. Each of the cost category totals is listed, in addition to the total cost, tax, billing amount, cost markup, and gross profit for each service call.

1. Choose Reports > Service Management > Service > Profitability.
2. Enter a Start Date and an End Date.
3. The Profitability radio button should be selected. Choose to print the report for one or all customers and for one or all call types. Enter the customer or call type, if necessary.
4. Choose Print.

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The Completed Calls report lists the completed service calls by service call ID, contract type, technician, location name, and supervisor.

1. Choose Reports > Service Management > Service > Completed Calls.
2. Enter a Start Date and an End Date.
3. Use the radio buttons to limit the type of calls reported.
4. Choose Print.

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The Guaranteed Service Call report includes all service calls that have a value in one or more of the Guaranteed Time/Date fields in the Time Stamp window.

1. Choose Reports > Service Management > Service > Guaranteed Calls.
2. Choose to print either a Detail or Summary report.
3. Choose the sorting method for the report from the drop-down list and choose whether to include assigned equipment.
4. Use the drop-down list in the Ranges field to restrict the report.
5. The restrictions you choose determine which fields are available. Use the Insert>> button to add the restrictions to the report.
6. Choose Print.

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You can view a history of your service calls created after you installed Service Management version 3.15 and later. Calls created under prior releases will not appear.

1. Choose Reports > Service Management > Service > Service Call Log.
2. Use the drop-down list in the lower left corner of the window to search for a call either by service call ID or by created date.
3. Complete either the Service Call ID or Created Date field as appropriate. Tab off the field to begin the search. Your search criteria takes you to the nearest match item in the scrolling data.
4. Choose Print.

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At month end, you may want to make sure that the WIP accounts in Service Management balance with the WIP accounts in the general ledger (GL). You can run reports that show you which service transactions have and have not been posted through to the GL - and which transactions have been posted in the GL, but not to Service Management.
WIP accounts in Signature Service Management and WIP accounts in the general ledger (GL) get "out of balance" mostly because of service invoices being posted with unposted costs remaining.
The costs that are committed on a purchase order do not become actual costs until they are received through a receivings transaction entry. You can bill a customer prior to receiving actual costs, and when the service invoice is posted, WIP accounts are credited and COGS accounts debited for ALL service call costs, including unreceived PO lines. In this case, WIP accounts are relieved based on the committed cost remaining for the unreceived PO lines.
When committed costs remain, those amounts are not tracked in the GL. By default, you will not be able to post a service invoice that contains committed costs. This will be controlled with options on the Invoice Options window, as well as other check boxes that deal with posted costs.

About trailing costs

Trailing costs are the costs that remain unposted after a service invoice has been posted, for a closed service call. Trailing costs could be partial PO shipments that were not received, a purchase price variance (PPV) that appeared on a receipt, or other committed costs that were not posted before a service invoice was posted.

Using WIP reports at month end

The following reports are included to help you reconcile WIP and Progress Billings accounts as part of the month-end closing process:

• WIP report: Printed by year and period and shows amounts for each service call summarized by division.
• Reconcile report: Prints debit/credit amounts by WIP and COGS along with the extended cost to reconcile the amounts posted to ensure they balance.
• Exceptions reports: Shows which costs that have been posted in the GL but that have NOT been posted in Service Management, and vice versa.

For example, for costs that are in Service but not the GL, you may have posted to the GL, but did not post the GL batch yet. Conversely, for costs in the GL but not in Service, you may have posted costs from any other module to those accounts, for example, an adjustment entry to the account not assigned to a service call.

Sample report sequence

The following steps demonstrate how these reports can be used to help reconcile WIP and Progress Billings accounts at month end.
Step 1: Run the Reconciliation Summary report.
Run the summary version of the Reconciliation report to see which amounts balance; you can filter the report for the month you are reconciling.
If you open the Summary Inquiry window to view GL activity (Inquiry > Financial > Summary), the Net Change for a period should match the same account's Extended Amount for the same date range on the Reconciliation report.
Extended Amount = WIP Debit - WIP Credit + COGS Debit - COGS Credit
Step 2: Run the Reconciliation Detail report.
If summary report totals do not balance, you can view transaction-level detail for the period. This may help identify discrepancies.
Step 3: Run the Trailing Cost and Trailing PPV Cost reports.
If you cannot identify the issue, it may be due to a trailing cost or purchase price variance (PPV). This report checks for trailing costs and PPV costs in any account that is set up as a Cost Account or Progress Billing account in Invoice or Maintenance Account Setup. Cost of sales and sales accounts are not checked.
Trailing costs may exist due to a trailing invoice, for example, a vendor invoice that is posted after a service call is closed. The transaction will still appear in the GL WIP accounts but will not appear in Service.
A PPV occurs when the amount that is relieved from WIP when posting a service invoice is different than the amount that was debited to WIP. This may occur if there is a trailing invoice; when there is no actual cost at the time of invoice posting, the Service WIP accounts are relieved based on committed cost remaining, and the amounts may not agree. The impact of a PPV does not appear on the service call but may be identified with this report.
Step 4: Run the Exception reports.
If you still cannot pinpoint the issue, these reports identify transactions that were posted to your Service WIP accounts but not to the GL, and vice versa. All accounts that have been set up as WIP or Cost service invoice or maintenance accounts, as well as any account that has been posted to for a service call, will be checked.
The report identifies journal entries along with the type of transaction and the user who posted it. For example, the issue may be a payable that debited WIP without the service call filled in, or a journal entry that was made directly to the GL instead of through Service. The report helps you identify the transaction and assess user training needs.
Step 5: Make any adjustments to GL or Service accounts.
You can adjust cost amounts in the Signature Transaction entry or Service Invoice windows. If you have trailing costs, you may choose to create an administrative service call to transfer the cost into the subledger via a clearing account.

About updated records (additional aid to reconciliation)

To help you to tie back/reconcile amounts in the general ledger with amounts in Service Management, several additional records/tables will be updated because of performing certain actions, such as posting a purchase order invoice (from the Purchasing Invoice Entry window) or posting a service invoice. These are listed below.

• After posting a Purchase Order invoice that contains committed purchase order costs (costs that have been included on a posted service invoice as part of committed costs remaining), a new record is created in the SV_Invoice_Trailing_Costs table to show the trailing cost amounts. This allows you to tie these amounts back to the service call.
• After posting a Purchase Order invoice with PPV (purchase price variance) on a closed service call, a new record is created in the SV_Invoice_Trailing_PPV_Costs table to show the amount of the variance (positive or negative) in a field called Trailing Cost.
• After posting a service invoice and RM transaction the account indexes for the Invoice Account and Invoice Account Credit accounts will be stored in the SV000815 table.
• After posting a plus button transaction to a service invoice the account index for the WIP Credit Account will be stored in the SV000810 table.
• After transactions are posted that apply to a service call the following fields are updated accordingly in the SV000810 or SV000815 tables: Divisions, Journal Entry, Referenced TRX Number, Transaction Source, Account Index Credit, Account Index Debit, and GL Posting Date.
• After Signature Payroll Posting, the account indexes for the OH (overhead) Account Index CR (credit) and OH (overhead) Account Index DR (debit) will be stored in the SV000810 table.
• For maintenance contracts, after the revenue recognition process is run the account indexes used for progress billings and contract earnings will be stored, along with the GL Journal Number and the line sequence numbers created.
• For maintenance contracts, after creating invoices for billing schedules we will store the RM Document Number to match in the SV_Contract_Billing_MSTR table or SV_Master_Contract_Billing_MSTR (for master contracts). In the SV_Maint_Invoice_MSTR table, the account index will be stored containing the progress billing amounts.

Posting setup

Before you run the WIP reconciliation reports, your posting options must be set up to create journal entries for transactions. You must set this up for the following product series': Inventory (with an origin of Transaction Entry) and Sales (with an origin of Sales Transaction Entry). These may have already been set up, but we recommend that you double-check the setup.

1. Choose Microsoft Dynamics GP > Tools > Setup > Posting > Posting. The Posting Setup window opens.
2. In the Series drop-down, select Sales.
3. In the Origin drop-down, select Sales Transaction Entry.
4. Under Create a Journal Entry, select the Transaction radio button.
5. In the Series drop-down, select Inventory.
6. In the Origin drop-down, select Transaction Entry.
7. Click OK.

Running the WIP Reports

1. Choose Reports > Service Management > Service > WIP Reports. The Service Management WIP Reports window opens.
2. Enter a Start Date and an End Date.
3. Select a GL Account Number. To run for all accounts, leave this field blank.
4. Select to run by all or individual Division, Customer, Location and/or Contract.
5. Select to run a WIP report (summary or detail), Reconcile report (summary or detail), or Exception report. For the Exception report, you can choose to run a report for Service Costs not in GL or GL Costs not in Service.
6. Click Print.

Dexterity report examples appear below. If you are using SSRS reports, these Dexterity reports are replaced with the SSRS versions; refer to WIP reports for examples of the SSRS WIP reports.
WIP Report - Summary
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WIP Report - Detail
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WIP Reconcile Report - Summary
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WIP Reconcile Report - Detail
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WIP Exception Report - Service Management costs not in GL
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WIP Exception Report - GL costs not in Service Management
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Service Invoice Trailing Costs Report - Summary
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Service Invoice Trailing Costs Report - Detail
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Mean time customer report

The Mean Time Customer report lists the time between changes in a service appointment's status. The appointment statuses used are the user-defined time stamps plus the status Open. (Microsoft Dynamics GP > Tools > Setup > Service Management > User-Defined Label Setup > Time Stamp)

1. Choose Reports > Service Management > Service > Customer Reports > Mean Time.
2. Enter a Start Date and an End Date.
3. Select time stamps using the drop-down lists in the Start Time Description and End Time Description fields. If the time stamps in the drop-down list aren't the ones you defined during setup, you may have connected the time stamp to an appointment status. In this case, the appointment status would override the time stamp.
4. Use the lookup window in the Customer Name, Location Name, and Contract Number fields to select data to limit your report. If you leave these fields blank, all data prints. You can choose to include all service calls, only MC calls, or all service calls except MC calls.
5. Choose Print.

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Service calls by problem type report - customer

The Service Calls by Problem Type report lists service calls categorized by problem type.

1. Choose Reports > Service Management > Service > Customer Reports > Calls by Problem.
2. Enter a Start Date and an End Date.
3. Choose the All or Individual radio button. If you choose Individual, use the lookup windows in the Type of Problem, Customer Name, Location Name, or Contract Number fields to limit the data in the report.
4. Select Print.

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Cost and revenue maintenance work (ATD) report

The Cost and Revenue Maintenance Work (ATD) (actual total to date) report lists the annual value, year-to-date billing, year-to-date revenue recognized, year-to-date total costs, and the cost/billing ratio for a maintenance contract. The report also lists the plan and actual billing amounts for each cost category. The report is based on the current system date.

1. Choose Reports > Service Management > Service > Customer Reports > Contract Work ATD.
2. Use the lookup windows in the Customer Name, Location Name, and Contract Number fields to limit the report data. If you leave the fields blank, all data prints.
3. Choose Print.

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C&B noncontract work report - customer

The Cost and Billing Noncontract Work report lists the cost amount, billed amount, profit, and cost/billed ratio of non-maintenance contract work by service call at a location.

1. Choose Reports > Service Management > Service > Customer Reports > C&B Noncontract.
2. Enter a Start Date and an End Date.
3. The Customer Cost and Billing radio button should be selected. Choose to print the report for All customers or an Individual customer. If you choose the Individual radio button, use the lookup buttons to choose a customer and location.
4. Choose Print.

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Customer call history report

The Customer Call History report lists all service calls by customer location.

1. Choose Reports > Service Management > Service > Customer Reports > Call History.
2. Enter a Start Date and an End Date.
3. You can limit the data in your report by choosing a Customer ID and/or Location ID.
4. Choose to print a Summary or Detail report. The detail report includes the service call ID, description, type of problem, date of service call, division, salesperson, purchase order, technician, type of call, call status, resolution ID, and hours. The summary report includes only the service call ID, call type, technician ID, call status, and resolution ID.
5. Choose Print.

Summary
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Detail
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Contract cost breakdown report

The Contract Cost Breakdown report lists the amount posted from maintenance contract service calls on a cost category basis.

1. Choose Reports > Service Management > Service > Customer Reports > PM Cost Breakdown.
2. Enter a Start Date and an End Date.
3. You can limit the report data by choosing a Customer ID and/or Location ID.
4. Choose Print.

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Billing and revenue projection report

The Billing and Revenue Projection report projects maintenance contract cost and billing amounts monthly. The report is listed by maintenance contract numbers within divisions. The customer ID and customer name, location ID and location name, start date, expiration, frequency, total amount, billed to date, revenue to date, and whether there is automatic billing are reported. The report also shows the billing and revenue amount per month for each contract within a division. If you're using global filtering, the report subtotals by division, branch, region, and affiliate.

1. Choose Reports > Service Management > Service > Customer Reports > Contract Revenue.
2. Choose a month from the Starting Month drop-down list and enter a year in the Year field. This is the date the report projects from. That is, if you enter July 2003 your report will show revenue between July 2003 and June 2004.
3. You can limit the report data by choosing a Customer ID and/or Location ID.
4. Choose Print.

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Mean time between failures report

The Mean Time Between Failures report lists the time between service call work on specific pieces of equipment. The report lists the customer name, location name, equipment ID, equipment type, manufacturer, installation date, MTBF average, and the number of calls per piece of equipment.

1. Choose Reports > Service Management > Service > Customer Reports > Mean Time b/Failures.
2. Enter a Start Date and an End Date.
3. You can limit your search using the lookup windows in the Customer Name, Location Name, or Equipment ID fields or by entering a number in the Maximum Days between Failures field.
4. Choose Print.

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Mean time technician report

The Mean Time Technician report lists the time between changes in a service appointment's status. The appointment statuses used are the user-defined time stamps, plus the status Open.

1. Choose Reports > Service Management > Service > Technician Reports > Mean Time.
2. Enter a Start Date and an End Date.
3. Use the drop-down lists in the Start Time Description and End Time Description fields to select time stamps. If the time stamps in the drop-down list aren't the ones you defined during setup, you may have connected the time stamp to an appointment status. In this case, the appointment status would override the time stamp.
4. Use the lookup window in the Salesperson ID, Technician Team, and Technician ID fields to select data to limit your report. If you leave these fields blank, all data prints.
5. Choose whether to include all service calls, only MC calls, or all service calls except MC calls.
6. Choose Print.

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Service order aging report

The Service Order Aging report lists open overdue preventive maintenance service calls. The report ranks the MCC calls by days overdue.

1. Choose Reports > Service Management > Service > Technician Reports > Service PM Aging.
2. Enter a Start Date and an End Date.
3. You can limit the report data using the lookups in the Salesperson ID, Technician Team, and Technician ID fields.
4. Choose Print.

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Monthly labor plan report

To view technicians' labor loading hours grouped by salesperson on a monthly basis, use the Monthly Labor Plan report. You can choose to display actual hours for all technicians, or the technician assigned to a task/contract. You can also view total hours for the primary technician on the contract or the technician assigned to a task.

1. Choose Reports > Service Management > Service > Technician Reports > PM Labor Load Monthly.
2. Use the drop-down lists in the Start Month and End Month fields to make your selections.
3. Choose the All or Individual radio button. If you choose Individual, use the lookup windows in the Salesperson ID, Technician Team and Technician ID fields to limit the report data.
4. Choose Print.

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Technician service calls report

The Technician Service Calls report lists a technician's service calls and appointments.

1. Choose Reports > Service Management > Service > Technician Reports > Service Calls.
2. Enter a Start Date and an End Date.
3. Choose to include Completed/Closed and MCC calls in the report by marking the check boxes.
4. Choose to print the report for All technicians or an Individual technician by choosing a radio button. If you choose Individual, use the lookup buttons in the Salesperson ID, Technician Team, and Technician ID fields to limit the report data.
5. Choose Print.

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Service calls by problem type report - technician

The Service Calls by Problem Type report lists a technician's service calls categorized by problem type.

1. Choose Reports > Service Management > Service > Technician Reports > Calls by Problem.
2. Enter a Start Date and an End Date.
3. Choose the All or Individual radio button. If you choose Individual, use the lookup windows in the Salesperson ID, Technician Team, and Technician ID fields to limit the report data.
4. Choose Print.

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C&B noncontract work report - technician

The Cost and Billing Noncontract Work report lists the cost amount, billed amount, profit, and cost/billed ratio of noncontract work at a specified location.

1. Choose Reports > Service Management > Service > Technician Reports > C&B Noncontract.
2. Enter a Start Date and an End Date.
3. The Technician Cost and Billing radio button should be selected. Choose to print a summary or detail report.
4. Choose to print the report for All salespeople or an Individual salesperson. If you choose the Individual radio button, use the lookup button to select a salesperson. You can also filter the report by technician team and technician ID.
5. Choose Print.

Summary
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Detail
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Contract service call activity report

The Contract Service Call Activity report lists the total posted costs of service calls covered by a maintenance contract. The service call costs are reported by cost category of each service call for the maintenance contract. The report is listed by location, then division, then contract number.

1. Choose Reports > Service Management > Service > Technician Reports > Contract Activity.
2. Enter a Start Date and an End Date.
3. Use the lookup windows in the Salesperson ID, Technician Team, and Technician ID fields to limit your report data. If you leave the fields blank, all data prints.
4. Choose Print.

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Service calls by technician report

The Service Calls by Technician report lists all service calls assigned to a technician for a specific date range. The report compiles information from the service call database and includes information from the Service Call window. The total number of service calls and hours for the technician are listed at the end of the report.

1. Choose Reports > Service Management >Service > Technician Reports > Service by Technician.
2. Enter a Start Date and an End Date.
3. Choose to include All technicians or an Individual technician. Choose a Technician ID, if applicable.
4. Choose Print.

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