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Note
titleNotes:
  • Reopening a close service call is for Service Invoicing only. You cannot reopen a service if you are using SOP Invoicing.
  • Only the latest cost transactions can be called back on a manually closed service call. If a service call was manually closed, then invoiced without pulling back unbilled costs, new costs are added, and the call was manually closed again, only the cost transactions that were last manually closed can be pulled back.
  • Only the most recent unbilled invoice is pulled back, regardless if a valid invoice has since been posted. The unposted invoice history record is removed and a new invoice is created in the Open Invoice table.
  • When using an extended pricing matrix:
    • Unbilled fixed costs that were manually closed and not billed are recalculated when the costs are pulled back into the Transaction Work table from the Cost History table.
    • Any other overhead costs that are calculated based on other types of costs will also be calculated and added to the Transaction Work table.
  • Verify the Divisional accounts are correct for the reopened service call.
  • Billing amounts are recalculated and based on the rate on the actual day you reopen the service call. These amounts may be different than when you closed the service call. This includes changes made to extended pricing, labor rate groups, SOP inventory, and/or travel rates after closing the service call. 


To reopen a closed call:

  1. Choose Cards > Service Management > Service Manager.
  2. Select the customer.
  3. In the call history scrolling window, double-click the closed service call. See Viewing Existing Service Calls for additional information on finding the closed service call.
  4. In the Service Call window, change the Call Status to Open.
  5. Select Save.
  6. A message displays "Prior unbilled costs exist. Do you want to bill these costs?"
    • Yes - Creates a reversing entry for the unbilled costs that were on the service call.
      • The cost transactions are moved back to the Transaction Work table.
      • A WIP transaction is created to move costs from COBS back to WIP.
      • A reversing manual reopen GL Batch with WIP debited and COGs credited.
      • The transaction date is set to today's date.
      • Reference is the service call ID.
      • Source Document is GJ.
    • No - A reversing entry is not created for the unbilled costs. The cost transactions on the closed call are not moved back. You can add new costs to the service call.
  7. Post the batch.

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