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You can partially type an entry and choose CTRL - L in fields with an attached lookup window to locate information more quickly. For instance, if you enter "Sch" in the Location Name field in the Service Manager window and choose CTRL - L, the lookup window's data will start listing with the first occurrence of "Sch".
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Refrigerant tracking lookup
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data
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Setting up refrigerant types
Setting up refrigerant types allows users to select predefined refrigerant types from a lookup window when creating a refrigerant tracking record. The unit of measure will default based on the refrigerant type.
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Setting up
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Creating leak locations with sublocations allows the user to choose these values from a lookup window when creating a refrigerant tracking record.
- Choose Tools > Setup > Service Management > Lookup Setup > Equipment > Refrigerant > Leak Locations.
- Select or enter a Leak Location, for example, Condenser or Evaporator. If you select an existing leak location, the scrolling window populates with sublocations. If this is a new leak location, the scrolling window is empty.
- If you are adding a new leak location, choose Save. The leak location must be saved before you can enter a leak sublocation.
- To create sublocations for the selected leak location, enter a Leak Sublocation, for example, Valve or Coil. The sublocation is saved when you tab off the field.
- Mark the Active check box if this is an active sublocation that you want to appear on the Leak Sublocation lookup window. Unmark this check box if you want to inactivate the sublocation and exclude it from the lookup window. You can use the up and down arrow buttons to change the order of the sublocations, as they will appear in the lookup window.
- Exit the window when you are done.
Setting up refrigerant codes
You can create codes to be used in the Fault Code, Action Code, Verification Method, Second Verification Method, and Circuit Number fields on the Refrigerant Tracking window.
- Choose Tools > Setup > Service Management > Lookup Setup > Equipment > Refrigerant > Refrigerant Codes.
- Use the drop-down menu to select the type of Refrigerant Code you are creating. Choose whether you are setting up a Fault Code, Action Code, Verification Method, Second Verification Method, or Circuit Number.
- In the scrolling window, enter the name of the code. For example, if you are creating lookup data for the Action Code field, you may enter action codes such as Replaced Part or Tightened Connection. The code is saved when you tab off the field.
- The Active check box is marked by default, indicating that this is an active code that you want to appear on the code lookup window. Unmark this check box if you want to inactivate the code and exclude it from the lookup window. You can use the up and down arrow buttons to change the order of the codes, as they will appear in the lookup window.
- Choose OK when you are done.
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skill levels
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Skill Levels.
- Enter a technician skill level and a description. An example of a skill level is SUP, with a corresponding description of Supervisor.
- Choose Save.
See Assigning skill sets to technicians for information on assigning to technicians.
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Setting
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up
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Shifts.
- Zoom on the Shift ID field.
- Enter a Shift ID and Description.
- 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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technician
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shifts
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Setting up technician activity
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IDs
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Activities.
- Enter the activity.
- Choose Save.
See Viewing technician activities to view a technician's activities.
Activity IDs are assigned in the Appointment Wizard. See Creating activity appointments and job appointments for more information.
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Setting up service areas
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You may want your customer locations classified by geographical area.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Service Area.
- Enter the Service Area with a description.
- Do one of the following:
- If you are not using the Advanced Scheduling modules, choose Save.
- If you are using the Advanced Scheduling modules, complete the following steps.
- Use the lookup in the Technician ID field to select an existing technician or enter a new technician ID. If you enter a new technician ID, the Technician Setup window opens. The technicians entered in the first and second line of the scrolling window defaults into the Primary and Secondary Technician fields, respectively, in the Location window when a service area is entered.
- Choose Save. You can remove a technician by selecting the technician ID and choosing Remove. The numbers will resequence. You can change the sequence number of a technician by selecting the technician ID and choosing the Resequence button. Enter the new number in the Change Sequence Number window. If a technician's sequence number is changed so that the technician is now the first or second technician, therefore the primary or secondary technician, the change does not roll down to existing location records.
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Setting up branches
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If you are using global filtering, you must enter Branch information in the Branch Setup window.
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Setting up technicians
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up
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- Skill Set - see Assigning skill sets to technicians.
- Labor Plan - see Assigning labor plans to technicians.
- Shifts - see Assigning shifts to technicians.
- Activities - see Viewing technician activities.
- Service Areas - see Assigning service areas to technicians.
- Inventory Sites - This is used with MobileTech. This determines what inventory sites will be synchronized to the technician's device. Typically each technician is assigned to a site that equates to their truck.
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You can set up a detailed description of a technician's skills, which is useful when scheduling. The information can be viewed by zooming on the Technician ID field.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians.
- Select a technician and choose the Skill Set button in the Technician Setup window.
- Enter a Skill Set ID, then complete the following fields as necessary:
- System
Use the lookup to make a selection. You cannot enter information that does not exist in the lookup data. See About System, Major, Sub 1-4. - Major
Use the lookup to make a selection. You cannot enter information that does not exist in the lookup data. - Certification Agency, Date Last Certified, Date Certification Expires, and License Number
Mark the Certified check box if the technician is certified, and use these fields to describe the certification.
- System
- Choose Save to return to the Technician Setup window.
For skill level setup information, see Setting up skill levels.
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You can forecast a technician's available monthly labor hours in the Technician Labor Plan window. This availability information is necessary when scheduling a technician throughout the year. In addition, this information is used with the Labor Loading module.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians.
- Select a technician and choose the Labor Plan button in the Technician Setup window.
- Enter a Year or choose one using the lookup window.
- Enter the estimated time you want this technician to spend in each category for each month:
- Burden Hours are non-billable hours.
- Billable Hours are hours for non-maintenance contract-related service calls.
- MCC Hours are hours for available computer-generated maintenance contracts.
- MC Hours are maintenance contract-related hours.
- Choose Save to return to the Technician Setup window.
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Once shifts are set up, you can assign one or more shifts to a technician. You would use more than one shift if the technician's working schedule temporarily changes, for example, from days to nights. To be scheduled, the technician must be assigned to a shift.
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- Start Date and End Date
Enter 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.
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.
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You can also print the Technician Shift Exception report by choosing the printer button in the Technician Shift Setup window. |
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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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An activity is time not available for service calls, such as meetings, training, or vacation.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians.
- Select a technician and choose the Activities button in the Technician Setup window to open the Technician Activity Inquiry window.
- Choose OK.
For activity ID setup information, see Setting up technician activity IDs.
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Service areas define customer locations classified by geographical area. The technician entered in the first line is considered the primary technician. The technician entered in the second line is considered the secondary technician.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians.
- Select a technician and choose the Service Area button.
- The Service Area Setup window opens. See Setting up service areas for information about this window.
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technicians
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians.
- Select a Technician.
- In the Branch Name field, choose the expansion button. The Technician Branch Setup window opens.
- Select a Branch Name. The affiliate and region fill automatically. To add all branches, affiliates, and/or regions, mark the appropriate check boxes. You can choose Add All for only one, or more. For example, if you select an affiliate, then mark the Add All check boxes for region and branch, the technician will be added to every branch and region for that affiliate.
- Choose Add to add the branch(es).
For branch setup information, see Setting up branches.
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Setting up technician teams
You can group technicians into teams in the Technician Team Setup window. For example, if your service work is grouped as residential and commercial, you could have a Residential and a Commercial technician team. Having technician teams is useful for reporting purposes as well as with Schedule.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Teams.
- Enter the technician team name.
- Choose Save.
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Setting up
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divisions
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Copying division accounts
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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.
- Go to Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Divisions
- Use the lookup button in the Division field to choose an existing division.
- Choose Copy to open the Copy Division window.
- Enter the name of the new division and choose Copy. The new division is created and the maintenance and service invoice accounts are copied to the new division.
You can edit the accounts in the Invoice Accounts window and the Maintenance Accounts window.
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Setting up customer user-defined lookup windows
The second and third user-defined fields in the Customer window have lookup windows. See Labeling user-defined fields.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Cust. Defined 1.
- Enter the lookup data.
- Choose Save.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Cust. Defined 2.
- Enter the lookup data.
- Choose Save.
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Setting up location user-defined lookup windows
If you chose to validate the location user-defined fields during setup, you can enter data for the lookup windows. See Choosing service options.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Location Defined 1.
- Enter the lookup data.
- Choose Save.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Location Defined 2.
- Enter the lookup data.
- Choose Save.
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Setting up postal codes
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The Postal Codes menu item is enabled if you marked the option to Use Postal Code Assignment in the Service Options window. See Choosing service options.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Postal Codes.
- Enter the postal or ZIP code number in the Postal Code field.
- You can assign a branch using the lookup in the Branch field.
- Enter the City, State, and Time Zone.
- Choose Save.
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Setting up contacts
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If you are using the Contact Management module, you can enter lookup information to be used in the Contact Setup window.
To set up role types
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Contacts > Role Types.
- Enter a Role Type with a Description.
- Choose Save.
To set up phone types
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Contacts > Phone Types.
- Enter a Phone Type with a Description.
- Choose Save.
To set up user defined 1
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Contacts > User Defined 1.
- Enter User-Defined lookup information with a Description.
- Choose Save.
To set up user defined 2
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Contacts > User Defined 2.
- Enter User-Defined lookup information with a Description.
- Choose Save.
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Setting up problem types
Generally, the Problem Type field provides information to the dispatcher and may also be used for statistical reporting of service calls by problem type. A problem type allows you to generally describe a service call. Later, you can assign specific trouble and resolution codes by piece of equipment. Examples of problem types could include Low pressure, System failure, and Noise. You may want to include Unknown or Miscellaneous in your list of problem types.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Service > Problem Types.
- Enter a Problem Type.
- Choose Save.
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Setting up
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call types
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Service > Call Types.
- In the Abbreviation field, enter a three-character abbreviation for the call type.
- Use the tab key to move to the Description field and enter a description.
- Use the drop-down list in the Color field to assign a color code to each call type for use with the Service Monitor.
- Choose Save.
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Setting up
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The Appointment Status field in the Service Call Appointments window has a lookup window. You can customize the lookup window to record your most common appointment status descriptions.
The following statuses are defaults and cannot be deleted: Complete, Dispatched, Unassigned, and Re-assign. The Re-assign status is intended for use with MobileTech. Closed is reserved for system use and cannot be added to your lookup data.
Default is reserved for system use and cannot be added to your lookup data. If you have added Default to your status lookup data, it will be deleted when any window with a call or appointment status is opened.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Service > Appointment Status.
- Enter the status in the Appointment Status field.
- If necessary, you can choose to Include this status in the Call Roll Forward process.
- Choose Save.
Linking appointment statuses with time stamps
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appointment
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status
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The Time Stamp window updates when the appointment status changes. If there is more than one appointment associated with the call, the first appointment to be changed to a linked status updates the Time Stamp window, except for the Complete status. If you link the Complete appointment status to a time stamp, the last appointment on the service call to be changed to Complete updates the time stamp.
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Setting up the service user-defined field lookup window
In the Service Call window, both User-Defined fields have a lookup window. You may have labeled the fields in the previous section. See Labeling user-defined fields.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Service > User Defined 1.
- Enter a label.
- Choose Save.
Repeat this procedure for User Defined 2.
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Setting up trouble codes
You can assign a trouble code to a task in the Service Call Tasks window. Trouble codes provide another way of tracking types of service problems. Code numbers track what the problem was and how it was corrected. Tracking trouble codes can help determine how often you service a customer for the same problem, perhaps indicating the need for a maintenance contract agreement.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Service > Trouble Codes.
- Enter a Trouble Code.
- Type a description in the Description field.
- Choose Save.
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Setting up resolution codes
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Service > Resolution Codes.
- Enter a Resolution Code.
- Enter a description up to 255 characters in the Description field.
- Choose Save.
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Setting up resolutions
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You can track the general resolution for each service call using the Resolution field in the Service Call window. An example of a resolution ID is CAL with the description Calibration.
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Setting up manufacturers
You can include common equipment manufacturers in the lookup list.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Equipment > Manufacturers.
- Enter a Manufacturer ID and a Description.
- Choose Save.
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Setting up installation information
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The data for lookup window in the Installed By field of the Equipment window would include individuals and companies that regularly install equipment at your customers' locations.
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Setting up extended
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warranty types
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- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Equipment > Extended Warranty.
- Type an entry in the Extended Warranty field.
- Choose Save.
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Setting
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You can use equipment types to save data entry time when creating new equipment records. Think of equipment types as templates to be used when creating similar equipment records. When you create a new equipment record, information from the equipment type template, including the task list, appears on the equipment record.
The lookup window would include your customer's most common types of equipment. Examples of equipment types are Computer, Boiler, or Industrial Scale.
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up
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equipment
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types
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Assigning replacement parts to equipment types
After you have saved an equipment type, you can create a master list of replacement parts for it. This master list can be referenced when assigning replacement parts to an equipment record.
- Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Equipment > Equipment Types > Replacement Parts.
- Choose an item using the lookup window in the Item Number field. The lookup window lists items that were set up in the Microsoft Dynamics GP Inventory module.
- Enter the quantity of items needed for replacement in the Quantity field.
- Choose Save to enter the item in the scrolling window. You can add as many replacement parts to each equipment type as needed.
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