Anchorservicemanagement_working_with_s_4482servicemanagement_working_with_s_4482Appointments are scheduled commitments for a technician to perform a task related to a service call. The appointments that make up a technician's schedule appear on the Technician Board. Every service call has at least one appointment associated with it. Documentation Reviewer

When a service call has only one appointment, information is maintained between the Service Call window and the Appointments window. That is, you can edit Appointment 0001 on either window.

When you create a service call, Service Management verifies the skill level required to perform the tasks assigned with the call and checks for overlapping appointments. You can choose how to create appointments: manually, automatically generated through tasks, or a combination of both methods. For more information on automatically generating service calls based on assigned tasks, refer to Creating service calls using tasks.

Service call information such as the problem type, service location, and priority can be entered when you create a service call. When a service call has been completed, you can update the call record to include a description of the work performed, the equipment worked on, date completed, etc. The service call database retains complete information about the call even after it has been completed.

...

When an appointment conflict occurs, you can resolve that appointment by allowing double booking. First, you set the option at the global level. Next, you assign the privilege by technician at the technician level. You can also automatically allow double-booking for all technicians.
Global Setting

1. Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Module Setup > Service Options. The Service Options window opens.
2. Mark the Allow Technician Double Booking check box.
3. Choose OK.
4. Choose Yes or No to the question asking if you want to enable double-booking for ALL technicians.

Per Technician Setting

1. Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Technicians > Technicians. The Technician Setup window opens.
2. Select a technician.
3. Mark the Allow Technician Double Booking check box.
4. Choose Save. Set up double-booking for additional technicians, as needed.

...

1. Choose Cards > Service Management > Service Manager.
2. Choose the New Call button.
3. Complete the following fields, as necessary.
   • DescriptionEnter a brief description of the reason for the call. Use the notepad button to enter multiple pages of notes for the service call. These notes appear on Workorder 1 and Workorder 3.
   • Problem Type, DivisionUse the lookup windows to select a problem type and division for the service call. See Setting up problem types and Setting up divisions.
   • Salesperson IDThis entry defaults from the location record.
   • Bill Customer, Bill AddressIf you are billing somewhere other than the service location for this call, specify the billing customer and address. This information may default from the service location, or, if no third-party billing information is specified for the location, from the customer master.When a service call invoice is created, the values from these fields default on the invoice.
   • Job NumberEnter or choose a job number to reference.
   • Originating Call IDIf you are creating a new call that is based off an existing call, enter or choose the service call ID. Once the ID has been entered, you can use the zoom to view the original service call in the Service Call Inquiry window.
   • Call TypeThe MCC call type is not available in the lookup window because MCC calls are generated by the system. Similarly, if you are completing an MCC call, do not delete MCC from the Call Type field since you are not able to select MCC from the lookup list. If you do delete MCC, close the Service Call window without saving your changes.To add data to the lookup window, see Setting up call types.
   • PriorityThis field is restricted to a single alphanumeric character. 1 is the highest priority; None, the lowest.
   • Customer P.O. NumberThe purchase order appears on the customer's invoice. If you don't enter the P.O. number in the Service Call window, you can enter it in the Service Invoice window. This information is maintained between the Service Call window and the Service Invoice window.
   • Contract NumberYou can assign contract numbers to all types of service calls. Service calls with a call type other than MC and MCC open the Service Invoice window after choosing Invoice, even if a contract number is assigned, and the costs will not update the Revenue/Costs window.When a contract number is entered, the contract type description defaults into the field next to the contract number. You can zoom on the contract type description to open the Contract Types Inquiry window.
   • Equipment IDYou can add equipment to the service call. See Creating service calls for one piece of equipment for more information.

Note: If you need to add more than one piece of equipment, you can do so via tasking. See Assigning equipment to a service call via the default task for more information.

• • Task CodeChoose a task to be performed as part of this service call. When a task code is entered, the default hours assigned to the task appear in the Estimated Hours and Total Task Hours fields. For more information on assigning task codes to service calls, see Assigning tasks to a service call.
  • Technician IDThe Primary Technician from the Location window defaults. You can change the default technician. Unassigned defaults if the Primary Technician field in the Location window is blank. The lookup button opens the Technicians window, where, if you are using global filtering, you will only see technicians who are assigned to the same affiliate, region, and branch as the service call location. If you are using Advanced Scheduling, the Primary Technician from the Service Area window defaults if the Primary Technician field in the Location window is blank. Unassigned defaults if there is no primary technician in the Service Area window or Service Area in the Location window. Use the technician schedules button to view technicians' availability. Use the best technician button if you want the system to select the next available, qualified technician.
  • DateThe date of the service call. The system date defaults and can be changed. If you're using the Advanced Scheduling features, you can choose the next available button to have the system determine a specific technician's next available time slot for the appointment.
  • Date/Time LockPrevents the call from being rolled forward when Auto-Roll Calls Forward is used.
  • Estimated HoursThe amount of time it takes to complete the service appointment. The task hours default if a task is entered in the Task Code field, but the default can be overridden. The number of hours entered updates the Total Appointment Hours field at the bottom of the Service Call window and the available and allocated hours in the Technician Schedules window.

Note: Both a starting time and estimated hours must be entered for the appointment to display in the Technician Board – Daily View window.

• • Starting TimeThe time the appointment is scheduled to be performed. The time entered determines where the appointment displays in the Technician Board – Daily View window.

Note: The call status defaults as Open when you create a new call. Service Management has three default call statuses: Open, Complete, and Closed. These call statuses cannot be deleted, and you cannot add data to the list.

• • Completion DateOnce a service call is completed, you may wish to update your records by changing its status to Complete. A complete call must have a completion date. Marking a call as Complete also enables you to filter its appointments from appearing on the Dispatch Board and post invoices that were created for the call.
  • ResolutionThis field can contain up to three alphanumeric characters to describe the status/resolution of the service call problem.
  • User-DefinedYou may have labeled these fields during setup. See Labeling user-defined fields. If you chose to validate the first and second user-defined fields in the Location window during setup, lookup windows will be attached to the fields and users will be prompted before adding to the lookup data. See Choosing service options.

1. Choose Save to schedule the service call.

...

Assigning an equipment record to a service call

1. Choose Cards > Service Management > Service Manager.
2. Choose a customer.
3. Choose the Equipment button to open the Equipment Lookup window.
4. Select an equipment record to assign it to the service call. The Edit button opens the Equipment Master window, where you can edit the equipment record. The selected equipment ID populates the Equipment ID field in the Service Manager window. If the equipment was assigned a sublocation in the Equipment Master window, the sublocation populates the Sublocation ID field in the Service Manager window.
5. Choose New Call in the Service Manager window to create the service call.

Assigning tasks to the equipment record

You can now assign multiple tasks to a piece of equipment for a service call. This works similar to assigning tasks to a contract. For detailed instructions, see the section Assigning tasks and task lists to equipment.

...

An equipment record will automatically be added to a service call, via the Default task, if you initiate the call using the Find button in the Service Manager window.
Assigning equipment to a service call via the default task involves the following:
Step 1: Find the equipment
Step 2: Create a service call for the equipment
Step 3: Edit the default task
Step 4: Print the work order
Step 1:         Find the equipment

1. Choose Cards > Service Management > Service Manager.
2. Choose the Find button.
3. Select the Equipment radio button and enter the equipment information in the Find field.
4. Choose Find.
5. Double-click a piece of equipment in the Equipment by Equipment ID window to open the Service Manager window.

Step 2:         Create a service call for the equipment

1. Choose the New Call button.
2. Complete the Service Call window. See Creating service calls with one appointment.Default appears in the Task Code field. Because we used a piece of equipment to find the customer and create the call, the system generated a Default task with the piece of equipment assigned to it.

Step 3:         Edit the default task
Choose the Tasks button, select the Default task, and complete the Service Call Tasks window.
Step 4:         Print the workorder
Choose the Print button in the Service Call window. Workorder 4 lists the task information and Workorder 5 lists the service call information with appointments.

...

You can move all open service calls and open service appointments to a new date.

1. Choose Microsoft Dynamics GP > Tools > Routines > Service Management > Service > Call Roll Forward.
2. Enter the New Date for the calls and appointments.
3. Mark the check boxes if you want to exclude MC calls, MCC calls, or All Other Call Types (other than MC and MCC).
4. Mark the check boxes if you want to Include Job Appointments.
5. Choose OK.

The system looks at the appointment and service call dates independently. That is, if an appointment date is before the roll-forward date and the service call date is after the roll-forward date, the appointment will be rolled forward and the service call will not.
Note: You cannot move service calls and service appointments backward. That is, to a date prior to the call's current date.
To automatically roll calls forward when you open Service Management, see Choosing service options.

...

To view an existing service call, choose the History indicator after a customer and location record are selected in the Service Manager window.
The Service Call Lookup by Customer window opens, displaying all open service calls for that customer and location. You can filter the list of service calls by division, call type and/or technician using the drop-down lists. You can also choose to include completed, closed, and MCC calls. You can sort the rows in ascending or descending order by clicking in any column heading. Double-clicking a service call from the list opens the Service Call window.

...

Choosing the Time Stamp button in the Service Call window opens the Time Stamp window, where you can record the time and date appointments reach a status. The Time Stamp window displays the time and date a service call was opened, as well as five time stamp fields, each with an attached clock button. Clicking the clock button records the current time and date in the field.
The Guaranteed Time/Date fields populate automatically if you're using service level agreements, an optional module. If you're not using service level agreements, you can manually enter date and time information in the Guaranteed Time/Date fields. This information is used to run the Service Monitor and is printed on the Guaranteed Service Call report.
Note: If you marked the Lock Time Stamp Entries check box in the Service Options window during setup, the time stamp entries made in fields with an attached clock button cannot be edited. See Choosing service options.

...

You can add service appointments to a call using the Appointments button on the Service Call window. When you choose the Appointments button, the following fields are disabled in the Service Call window: Technician ID, Date, Estimated Hours, and Starting Time. They're disabled since the information pertains only to Appointment 0001.
When you open the Appointments window, the Appointment field defaults with the number 0002 and increments by one for each new appointment entered for the service call.
Each service call will have at least one appointment.

1. Choose Cards > Service Management > Service Manager.
2. Select a customer and choose the New Call button.
3. Enter the service call information and choose the Appointments button to open the Appointments window.
4. Complete the following fields, as necessary.
   • Appointment DescriptionEnter a description that conveys the purpose or other details of the appointment.
   • Skill LevelEnter a skill level, if required.
   • Technician IDSelect the technician assigned to this appointment. You can use the technician schedules button to view technicians' availability or use the best technician button next to the Technician ID field if you want the system to select the next available, qualified technician for an appointment. This feature is optional.
   • DateThe date that the appointment is scheduled to be performed. This date defaults from the Service Call window.
   • Estimated HoursEnter an estimate for completing the appointment. The number of hours cannot exceed 24. If appointments are created by the system by means of tasks, the total default hours of the tasks will default into the Estimated Hours field. See Assigning tasks to a service call for more information on how tasks update this field. The hours entered update the Total Appointment Hours field in the Service Call window and the available and allocated hours in the Technician Schedules window. If you want the system to figure out the technician's next available time slot for the appointment, choose the next available button, next to the Date field. This feature is optional.
   • Starting TimeEnter the time the appointment is scheduled to be performed. The time entered determines where the appointment displays in the Technician Board – Daily View window. If you do not enter a starting time, the appointment will not display in the Technician Board – Daily View window.
   • Appointment StatusWhen an appointment is created from a service call, Default is the default status of appointment number 0001. Otherwise, Unassigned is the default status of new appointments. Closed is not an available appointment status.
   • Completion DateIf you change the appointment status to Complete, enter a completion date.
5. Choose Save to add the appointment to the scrolling window.

If the primary skill level of the Technician ID entered does not match the skill level in the Skill Level field, you receive a message when saving the appointment. If you password-protected this function, you must enter a password to allow the technician ID to still be entered.
Double-clicking an appointment in the scrolling window fills its information in the header area of the window for editing. An appointment can be removed from the service call by selecting it in the scrolling window and choosing Delete.
The total hours of all tasks entered display in the Total Task Hours field at the bottom of the window. The estimated hours of all appointments entered displays in the Total Appointment Hours field.

...

If more than one technician is needed to complete a service call, you can create multiple appointments by choosing the Appointments button.

...

Activity appointments are appointments for non-service call related activities such as vacation, meetings, or training.
The Appointment Wizard allows you to quickly create non-service call related appointments for one or all technicians. For example, a technician may be on vacation for several days or perhaps there's a company-wide event that all technicians will attend. The Appointment Wizard can easily schedule these activity appointments so dispatchers know technicians' availability.
You can also create appointments for Job Cost jobs if you are using the Job Scheduling in Service Management feature. For more information, contact Key2Act Sales.

1. Choose Transactions > Service Management > Technician Activity Entry Wizard.
2. Enter information in the following fields:
   • All, Technician, Technician Team, Service AreaChoose a radio button. Your selection determines the fields that are enabled. If you are creating an appointment for a technician, complete the Technician ID field. If you are creating an appointment for a technician team, complete the Team field. If you are creating an appointment for all technicians in a service area, complete the Service Area field. If you are creating an appointment for all technicians, none of these fields is enabled.
   • Appointment TypeChoose an appointment type. Your selection determines the fields that are enabled. If you are creating an activity appointment, complete the Activity ID field. If you are creating a job appointment, complete the Job Number field and enter a Cost Code with a cost element type of Labor.
   • Start Date, End Date, Starting TimeSpecify when the appointment will take place.
   • Estimated HoursEstimate the length of the appointment. The estimated hours must be 24 or less.
   • Days Between AppointmentsEnter a number of days between appointments.
   • SkipYou can skip Saturdays and/or Sundays by marking these check boxes.
3. Choose Create to create the appointment(s). A message indicates that the activity appointments have been created successfully. If you are scheduling for only one technician and there are scheduling conflicts, you receive a message indicating how many appointments were created, but not scheduled, due to conflicts. If you are scheduling for more than one technician, you won't receive a message, though unscheduled appointments may exist.
4. Choose OK. Activity appointment numbers created with the Appointment Wizard increment based on the last highest appointment number used for each technician.

Note: You can reschedule single activity and job appointments using the Reschedule button in the Technician Board – Appointments window.
Best technician button
If you want the system to select the next available, qualified technician for a service appointment, choose the best technician button attached to the Technician ID field. This function allows you to schedule someone as soon as possible.
For each appointment on the service call, the system finds a technician assigned to the service area for the call, with the required skill level for the service call task. The system finds the first technician available who can complete the task within the regular work schedule. The technician's name is listed in the Technician ID field and a start time is displayed in the Starting Time field. If a technician name is listed in the Technician ID field when you select the best technician button, a message is displayed asking if you want to replace the existing technician.
If the schedules for all qualified technicians assigned to the service area are filled for the specified date, the next date is used. The system makes 100 attempts to find an available, qualified technician. The best technician button is part of the Advanced Scheduling features.
Next available button
If you want the system to figure out a specific technician's next available time slot for performing the appointment, choose the next available button attached to the Date field. The button is disabled if there is more than one appointment on the call or if the service call date and appointment dates don't match. You must have a technician with an assigned shift entered in the Technician ID field, as well as a date and estimated hours. You receive an error message if any of these fields are blank, or if a shift is not assigned to the technician. The system searches the technician's schedule to determine the next available slot that the appointment can be performed and updates the Date and Starting Time fields. The search starts from the system time if the defaulted current date is used. If you enter a different date the system starts the search from midnight of that date. The search does not consider extended hours. The next available button is part of the Advanced Scheduling features.
Estimated hours and starting time
If you're using the Advanced Scheduling features, the following is true:
When the estimated hours and starting time are both entered, the system validates that the technician has the necessary time available to fit the service call appointment into their schedule if shifts and activities are set up. If the estimated hours and starting time cause an overlap in the technician's schedule, you receive a message stating that the appointment could not be scheduled for this date and time.
You also receive a message if the estimated hours and starting time cause the technician to go over the shift plus the extended hours. A password can be set up to allow the service call appointment to still be entered.
If either the Estimated Hours or Starting Time field is left blank, the system will not validate the technician's availability and the service call will not display in the Technician Board – Daily View window, although it appears in the Technician Board – Appointments window.
If you're not using the Advanced Scheduling features, the following is true:
When the estimated hours and starting time are both entered, the system checks the technician's availability to prevent an overlap. If the estimated hours and starting time cause an overlap, you receive a message stating that the appointment could not be scheduled for this date and time.
Call status and appointment status
The call status is driven by the appointment status. If there is only one appointment assigned to the service call, the call status remains as Open if the appointment has a status other than Complete. When the appointment status is changed to Complete, the call status automatically changes to Complete. Once a call has a Closed status, the appointment no longer drives the call status.
If there are multiple appointments assigned to the service call, the call status remains as Open until all appointment statuses have been changed to Complete.
If you change the call status to Closed or Complete, you receive a message if there are open appointments associated with the service call. Open appointments are those with a status other than Complete. You can choose to mark all the open appointments Complete, to view the appointments, or to cancel.
If you choose Mark All, the status of all open appointments changes to Complete. If you choose to view the appointments, the Appointments window opens. Here, you can edit the appointments as desired.
If you marked Require Appointment Closure in the Service Options window, you must change all appointment statuses to Complete. You can then change the service call's status to Closed or Complete. If you did not mark Require Appointment Closure, you can change the service call's status to Closed or Complete while having open appointments. Appointments never have a Closed status.
Note: If you marked Require Appointment Closure, once the call has a Closed status, you must reopen the call to change the appointment status
If you manually close a service call that has already been invoiced and you have Allow Posting Invoices With Actual and Committed Costs and Create COGS Distribution for Invoices options marked in Invoice Options, a GL transaction is automatically created. Posting this transaction will relieve the appropriate WIP/COGS accounts upon closing a service call.

...

If you marked the option to Keep Appointment History in the Service Options window, you can view all changes made to an appointment.

1. Choose Cards > Service Management > Dispatch Board.
2. Select a service appointment in the scrolling window and zoom on the Appointment field to open the Appointments window.
3. Choose the appointment history button in the Appointment field to open the Appointment History window.

The three appointment actions that are tracked in the window are: Insert, Update, and Delete. Information is recorded when an appointment is created, when changes are made to it, and when it is deleted.
You can resize and rearrange the columns in the window. Rearrange the columns by dragging and dropping the column headings. Sort the information in ascending or descending order by clicking a column heading. Choose the Default Sort button to sort all events by date and time, in ascending order.

...

When you create appointments that results in a conflict with existing appointments, the system now provides the opportunity to resolve those conflicts immediately. You can view the proposed appointments side-by-side with existing appointments, and resolve those conflicts by changing times, dates, or even by changing appointments to unscheduled.
You can resolve appointments that were created from any of the following areas:

• Appointments window, accessed from the Service Call window, Job Maintenance window, Dispatch Board, or Technician Board - Appointments windows
• Appointments Wizard, accessed from the Technician Activity Entry Wizard menu option
• Visit Wizard on the Maintenance Contract window
• Create MCC Calls routine

Individual vs. multiple appointments

Appointment Scheduling and Conflict Resolution window

The Appointment Scheduling and Conflict Resolution window appears when a conflict results from creating appointments. In addition, for multiple appointments created at once (as a group), the Appointments Scheduling and Conflict Resolution window will appear even if there are no conflicts. This allows you to preview those appointments before saving them.
Image Removed
As shown in the sample window above, the technician had been scheduled to work on a job (conflicted appointments), but somebody booked meetings (proposed appointments) for that technician that conflicted with the job.

1. You can resolve an appointment conflict in one of several ways. When you make a change, tab off the field.
   • Change appointment times - using the Start Time and/or End Time fields. You can also use the Next Available Time button to select an optimum time.In addition, you can change all proposed appointments at once using the start and end time fields that appear just above the Proposed Appointments area. Change times, as needed, then click Apply All.
   • Cancel appointments - using the Cancel Appointment option in the Action drop-down list.
   • Unschedule appointments - using either the Unschedule option in the Action drop-down list (for individual appointments) and tab off the field, or the Unschedule All Conflicts button (for all appointments).Unscheduling appointments changes the starting and ending times to midnight (12:00 AM).
   • Double-book appointments - using either the Double Book option in the Action drop-down list (for individual appointments) or the Double Book All Conflicts button (for all appointments). The system must be set up to allow for double-booking.
   • Change conflicting appointments - Instead of changing the proposed appointments, you can choose to change the existing conflicted appointment to resolve any conflicts. To do so, click on the conflicted appointment, then zoom on the Work ID column heading to open the Appointments window. Make changes, save, and close the Appointments window.After making changes, click Redisplay to see if the appointment conflict was resolved. You will know it has been resolved when the conflicting appointment disappears from the Conflicting Appointments scrolling window.
2. When finished resolving appointments, click Commit to save the appointment(s). The label Proposed Appointments changes to Edit Appointments.

More about resolving appointments

• When making changes to resolve a conflict, always click Redisplay before Commit. That way, you can be sure that when you do commit (save), the appointments will be saved.
• You cannot commit (save) appointments in this window until ALL conflicts are resolved.
• If you have changed times for proposed appointments, and decide to revert to the initial proposed times, select the Reset Proposed option in the Action drop-down list. Selecting this option reverts the appointment times (and other information) back to the values that existed when you first created the appointments.
• When creating a single appointment, if the only conflict that results is a shift conflict, you will not get the Appointment Scheduling and Conflict Resolution window; instead, you will receive the prompt informing you of the shift conflict and still can cancel or continue (save).
• To print a list of appointments that includes the conflicting appointments, click the printer button on the upper right part of the window.

After appointments are saved, the Appointments window looks slightly different, depending on whether the appointment was created individually, or as part of a group of appointments. If the appointment was created as part of a group, a button with the letter G appears to the right of the notes button. Appointments are automatically synchronized with MobileTech devices.
To view all appointments that were created along with the current appointment, click the G button. This opens the Appointment Scheduling and Conflict Resolution window to view/manage only those appointments that were created together.

...

If you purchased the Invoice module, you have the option to create an invoice after you save the service call. Choose the Invoice button to open the Service Invoice window.

...

You can print a workorder from the Service Call window by either choosing the Print button or the Quick button. If you select Print, you can select one of five workorder formats. The Quick button prints your workorder, in one step, in the format specified during setup. The report prints directly to the printer. To set up the default quick print workorder, see Choosing service options.

1. Choose Cards > Service Management > Service Manager.
2. Select a customer and open a service call.
3. Do one of the following:
   • If the call has a call type other than MCC, choose Print and select a workorder format.
   • If the call has an MCC call type, choose Print > Workorder and select a workorder format.
4. Choose a print destination.

The five workorder formats are as follows:

• Workorder 1Workorder 1 breaks down key service call information. Technicians can quickly see the date and time a service call was received. This report lists the service call ID and invoice number along with brief service call details and the customer's address.
• Workorder 2Workorder 2 is useful for salespeople. It could be stored in your customer's file. It lists the customer's billing address, service call location, salesperson information, and service call details.
• Workorder 3Workorder 3 is a T-card, combining service call information with customer billing information.
• Workorder 4Workorder 4 includes task detail with the service call information.
• Workorder 5Workorder 5 includes appointment detail with the service call information.

Technician schedules window

The Technician Schedules window is used to determine technicians' availability. The window is part of the Advanced Scheduling features. The window can be opened by choosing the Technician schedules button in the Technician ID field from Dispatch Board, Service Call window, and Appointments window
The Service Date field defaults with the date entered in the calling window. If no date was entered, the system date defaults.
Filtering data
The Technician field defaults with the technician from the calling window. The Skill Level field and the Service Area field are used to filter technicians. If a service area is entered as a filter, the technicians list in the sequence established in the Service Area Setup window (Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Service Area).
Use the Clear button to display all technicians.
The starting time in the Service Call or Appointments window defaults into the Hours reflected as of: field, which we call the Time field. If you click the clock button in the Time field, the system time defaults. If the Starting Time field in the Service Call or Appointments window is blank, the system time defaults.
Viewing scheduled hours
The scrolling window displays the available, allocated, and MCC hours for each technician. This information assists you in determining which technician to assign to a service call appointment.
Available hours are calculated based on the length of the shift plus extended hours minus any activity appointments and assigned service appointments. Allocated hours are the total of the activity appointments for the technician and all assigned service appointments. MCC hours are the total of all MCC service appointments assigned to the technician.
The available, allocated, and MCC hours are based on the time displaying in the Time field at the top of the window. For example, if a technician's shift was nine hours long (8:00 a.m. - 5:00 p.m.), and no activity appointments or service call appointments were assigned to the technician, and 8:00 a.m. is entered in the Time field, the available hours would be nine. If 11:00 a.m. was entered in the Time field, the available hours would be six.
Viewing unscheduled appointments
To view appointments that haven't been scheduled to a technician, enter Unassigned in the Technician field. The Available row in the scrolling window will always be zero since you can't set up a shift for the Unassigned technician. The Allocated row, however, displays the total unassigned hours. This is useful to dispatchers because it displays the total hours that need to be assigned to technicians. The MCC row displays the total unassigned MCC hours.
Navigating from the technician schedules window
Highlight a technician and choose the Select button to return to the Service Call window with the selected technician in the Technician ID field.
The Technician Board – Appointments window opens when you select a row in the Technician Schedules' scrolling window and then zoom on the date heading.

...

The Cost Audit report prints all invoices that have been posted against a service call, and includes all costs and billable totals.

1. Choose Cards > Service Management > Service Manager.
2. Select a customer.
3. Choose History.
4. Select a service call.
5. Click Cost Audit Report. Select the report destination.

...

Note: This procedure requires Service Management and Job Cost, and is performed from within Service Management. The documentation is included in this manual for convenience.
You can move costs from a service call to a job. For example, a service call might be deemed too large and longer in duration, and it might be prudent to transfer the costs to and track everything as a job. Or, your service organization might use Service Management to provide labor resources or equipment to a job, but use Job Cost to capture budgets and costs, and invoice customers.
In the first scenario above, you would completely transfer costs to be maintained - and invoiced - at the job level. In the second scenario, you would only bill the costs to the job; the costs would remain with the service call, but are billed as cost plus markup to recognize revenue.
The process involves the mapping of cost codes in Job Cost to cost categories/cost codes in Service Management.
During the transfer, the following occurs:

• The service call is closed and credited.
• The job is debited.
• A GL transaction is created (for transfers, the batch is also posted)

This feature also works for credit memos (negative transactions). In this case, the job would be credited and service call would be debited.

Setup - Moving costs from service call to job

There are two setup procedures with this feature, one is optional and the other is required only if you use the Bill to Job option (second scenario described above).

Setting up mapping defaults for cost codes

You can set up default JC cost codes to use for mapping with cost categories in Service. When you transfer costs from a service call to a job, these defaults will be used automatically; you can also change them at transfer time.

1. Choose Microsoft Dynamics GP > Tools > Setup > Job Cost > Account Setup > Service Transfer Mapping. The Map Service Cost Categories to JC Cost Codes window opens.
2. Choose a Job Cost Division.
3. For the appropriate cost category, choose the corresponding JC cost code.
4. Save your defaults.

Repeat these steps for each division, as necessary.

Setting up an intra-company account (Bill to Job only)

An intra-company account is required and will be credited to service when costs are moved from a service call to a job.

1. Choose Microsoft Dynamics GP > Tools > Setup > Service Management > Invoice Setup > Invoice Accounts. The Invoice Accounts window opens.
2. Choose an Intracompany Sales account, then choose Save and close the window.

Transferring or billing costs

1. From the Service Call window, choose the Transfer to Job button. The Transfer Service Costs to Job window opens.
2. Choose the Transfer to Job or Bill to Job radio button.
3. Choose a Batch ID.
4. Choose an existing Job Number or enter a new job. If you choose an existing job, all other fields fill automatically. The Customer ID fills from the service call. The Bill To Customer and Bill To Address default from the job.
5. If you create a new job:
   • The Customer ID fills from the service call.
   • Complete the remaining fields, as necessary.
   • The job will default to Standard billing and Fixed contract. You can change this in Job Maintenance window after the transfer is completed.
6. In the Mapping area, choose the Cost Code in Job Cost that you want to map to each Cost Category in Service Management. If defaults were set up for the selected division, they will appear automatically. If, by chance, the selected costs codes were not previously set up for the selected job, they will be assigned automatically during the cost transfer/bill.
7. Double-check your information and choose Transfer. Choose Yes to the confirmation message to begin the transfer.
8. When finished, if successful, you will receive a Transfer successfully completed message. Choose OK. The General Posting Journal will be available to view or print. This report shows the GL transactions created because of the costs being moved. The call from which you moved costs is now marked as Closed.

Viewing the results after moving costs

When a cost transfer is complete, a General Posting Journal is available immediately for viewing and printing. In this section, we will illustrate what happens after move and differentiate between a full transfer and a billing transfer.
General Posting Journal - A familiar report that shows the journal entry created for the GL transaction during the move costs process, along with each account that is credited/debited. Notice that, during a Transfer to, each account is credited and debited accordingly. In the Bill to, only the intracompany sales account is credited.
Transfer to:

Bill To:

Service Invoice Inquiry window - Access this window by opening the Service Call window and choosing the Invoice button.

...

If the Create COGS Distribution for Invoices option is marked in Invoice Options, your MC and MCC service calls use different accounts than T&M service calls. If a service call's call type is changed after costs have been posted, those costs need to be backed out of the original accounts and re-posted to the new accounts. Likewise, if a service call's division changes, posted costs are transferred to the new division's accounts.
These transactions are tied to the service call ID but do not appear on the service call invoice.
Note: If unposted costs exist on the service call, you will not be able to change the call type or division. Once the costs have been posted, these fields will be editable.
Note: If a service call has more than one invoice saved for the call, the division cannot be changed.

Editing the call type or division

...