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Once you've created and saved a service call, you will want to create an invoice and record the costs incurred by the service work performed.

Costs are added to an invoice three different ways:


  • First, you can access the Microsoft Dynamics GP transaction entry windows by using the Payables, Payroll, and Inventory buttons in the Service Invoice window. The service call ID will default on the payables, payroll, or inventory transaction if the transaction window is opened by choosing the Payables, Payroll, or Inventory buttons.

  • A second way to record costs on an invoice is using the "+" button attached to each cost category on the service invoice. We also refer to these as manually added costs. For example, if you haven't purchased the Microsoft Dynamics GP Payables, Payroll, or Inventory modules, you can use the "" buttons to enter your costs. See Entering manually added transactions. 

    If you are using COGS, the manual accounts must match the normal accounts.


  • Last, you can add costs to a service invoice directly in Microsoft Dynamics GP using the Microsoft Dynamics GP transaction entry windows.



We strongly advise against the practice of saving invoices with committed costs to batches, as this may result in posting issues. When an invoice with committed costs is saved in a batch, the invoice distributions are NOT recalculated when the purchase order costs are received.

To create an invoice from Service Manager


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call.

  4. Choose Invoice. When the Service Invoice window is opened, a sales transaction entry is automatically created in the Receivables Management module. Receivables entries are numbered per the Receivables Management module setup. Also, by default, the Description field in the Receivables Transaction Entry window contains the service call ID. The Service Call ID field displays the service call number. The invoice number is generated based on the entry in the Service/Repairs field in the Receivables Setup Options window. 

    If you choose to use fewer than 17 characters for the invoice number, choose a length that will satisfy your business needs for at least two years. Service Management will start from one when the highest number is reached. For example, if your invoice number is only three characters, when number 999 is reached, the system will start over from 001. If invoice 001 hasn't been posted, it will be overwritten with the new invoice information.

  5. Enter or edit the following information at the top of the window.
    • Date: Defaults as the system date but can be edited.
    • Batch ID: Keeping the same batch ID across all accounting modules may help you organize your work. For example, if you choose to create a Receivables batch named "SLS19OCT", you could use the same batch name for transactions entered in the Microsoft Dynamics GP modules.We encourage saving transactions to a batch. Real-time posting may compromise performance.
    • Bill to Customer ID, Bill to Customer Name: These fields default from the Service Call window. To bill someone other than the customer on the service call, enter the third-party billing customer ID. See Using third-party billing.
    • Bill to Address ID, Billing Address Location Name: Default from the Service Call window.
    • Labor Rate Group/Price Matrix: These default based on the Extended Price Matrix Setup options selected. See Extended Pricing Matrix for more information.
    • Currency ID: Defaults based on the Currency ID field in the Customer Maintenance Options window.
    • Master Tax Schedule: Defaults from the location of the service call. If no tax schedule ID is set up for the location, the ID will default from the customer record.Tax schedules are created and maintained in Microsoft Dynamics GP. You can zoom on the Master Tax Schedule field to view tax details. Total tax is shown in the Tax field.
    • Call Status: Defaults from the Service Call window. When you change the call status to Complete, the current system date defaults in the Completion Date field.
    • Completion Date: If the call status has been changed to Complete, you must enter a completion date.
    • Contract Number: If the service call is assigned to a maintenance contract, the contract number appears.
    • P.O. Number: The purchase order appears on the customer's invoice. If you entered a P.O. number in the Service Call window, it appears; otherwise, one can be entered here. This information is maintained between the Service Call window and the Service Invoice window.
    • Salesperson ID: If you entered a salesperson ID in the Service Call window, it appears; otherwise, one can be entered.

  6. Add costs to the invoice.

    The Service Invoice window displays unposted cost category totals as well as a total of all unposted costs. Additionally, you can zoom to view individual transactions for unposted costs, actual costs, and committed costs totals and further to view the transactions that make up the costs for each cost category. For more information, see Viewing service call costs.

    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. If Do Not Allow Posting Invoices If Committed Costs Exist and/or DoNot Allow Posting Invoices If Unposted Costs Exist are marked on the Invoice Options window, you will not be able to close the service call until all costs are posted and billed. 

    If you invoice a call with committed costs from a purchase order, any additional Shipment/Invoice costs will not be billable to the customer.

    You can use the Preview button to view the description, labor, and other cost transactions associated with the invoice. Further, you can zoom on the Other cost category to view the four cost categories other than Labor. You can enter a description of the work performed by choosing the Description button. This description prints on default invoice styles 3 through 7.

  7. Save the invoice to a batch or post it. See Posting from Service Management or Batch posting from Microsoft Dynamics GP.

  • You can edit the tax amount in the Invoicing Tax Detail Entry window, which is opened using the Tax field expansion button. However, if you edit tax amounts, save the invoice to a batch, and reopen the invoice, the edited tax amounts will not be saved. Taxes are recalculated when the invoice is opened. To save the edited tax amounts, post the invoice before closing the Service Invoice window.
  • Tax calculations include committed costs.


Entering payables transactions


If you're using the Payables Management module, you can enter purchase transactions using the Payables button to access the Microsoft Dynamics GP Payables Transaction Entry window from Service Management's Service Invoice.
Users have access to intercompany transactions and multidimensional analysis for Job Cost and Unbilled transactions. You must have Microsoft Dynamics GP Intercompany Processing and Multidimensional Analysis (MDA) registered to use the functionality.
After completing the Payables Transaction Entry window, you can distribute the payable among Service Management service calls, Job Cost jobs, and Microsoft Dynamics GP transactions. You must be using Service Invoicing, not SOP Invoicing, to create Service transactions.
Entering a payables transaction involves the following:
Step 1: Complete the Payables Transaction Entry window.
Step 2: Distribute the payable.
Step 3: Post the transactions.
Step 4: Access the transactions.
Step 1:         Complete the payables transaction entry window.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the New Call button.
  3. Complete and save the service call.
  4. Choose Invoice.
  5. Choose Payables.
  6. Complete the Payables Transaction Entry window. See the Microsoft Dynamics GP Payables Management Manual for detailed information on completing this window.


Note: Once you tab off the Voucher Number field in the Payables Transaction Entry window, the service call ID will automatically appear on the purchase distribution if the Service Call or Service Invoice window is open.
Note: You can also access the Payables Transaction Entry window through Microsoft Dynamics GP. However, if the Service Call or Service Invoice window is not open, you must manually choose Service in the Product Indicator field and enter the service call ID in the Payables Transaction Entry Distribution window.
Step 2:         Distribute the payable.
After completing the Payables Transaction Entry window, you can distribute the payable among Service Management service calls, Job Cost jobs, and Microsoft Dynamics GP transactions.


  1. In the Payables Transaction Entry window, choose the Distributions button to open the Payables Transaction Entry Distribution window. You must have a credit for the total amount of the transaction to accounts payable for the distribution type PAY.
  2. Complete the following fields, as necessary.
    • Company IDIf you marked the Intercompany check box in the Payables Transaction Entry window, you can enter a company ID. Changing the company ID will remove all service call information from the transaction.
    • Product IndicatorEnter the product to which you want to distribute the payable amount. If the Service Call or Service Invoice window is open, Service will automatically appear; otherwise, Unbilled will appear. You cannot change the product indicator if a service call ID or job number has been assigned to the transaction. Fiscal periods, which must be open, are checked for both the origination and destination companies when you select Job Cost from the drop-down list. You can choose Unbilled, Job Cost, or Service from the drop-down list.
    • Job Number / Service Call IDEnter a job number or service call ID if different than the current service call ID. If you haven't changed the company ID and if the Service Call or Service Invoice window is open, the service call ID will automatically appear; otherwise, the field will be blank. If you use the lookup, the Service Calls Open window or the Job Number Lookup window lists the calls or jobs for the selected company.
    • Signature CC, Cost Category, Item Description/JC Cost Code, Cost Element, Debit / Credit, Originating Debit / Originating CreditFor Service transactions, enter a Cost Code and Cost Category 1, 2, 4, or 5. You can choose the expansion button to open the Service Payables window, where you can edit the billing amount and enter other transaction information. The Item Description defaults from the Description in the Payables Transaction Entry window on new transactions. Subsequent edits to either description are not shared. For Job Cost transactions, enter a Cost Code and Cost Element. Once you enter a cost code, the general ledger posting account assigned to the cost code appears. The expense amount for the cost code in the Debit or Originating Debit field appears as the default. If you enter a return or a credit memo, the amount appears in the Credit or Originating Credit field. You cannot enter cost element 1, Labor. The cost code displays automatically if you set up default Payables cost codes in Job Cost and assigned the cost code to the job by distribution type.
    • AccountEnter an account or accept the default account. The Account field depends on setup options; the setup options for the destination company will be used for intercompany transactions. This field is not editable for Service transactions if the Use Service Debit Accounts for Microsoft Dynamics GP Costs check box is marked (Service Options). This field is not editable for Job Cost transactions if the division is chosen in the Cost Code Debit Posting Accounts field (Posting Options). This field is editable for Unbilled transactions. For Unbilled or Job Cost transactions, if the account has been set up to use MDA, you can choose the account analysis button to verify the analysis codes to which the posting amount is to be allocated. Service management is not compatible with MDA. The account analysis button is disabled for Service transactions, and you will receive errors if you try to post Service transactions to accounts set up for MDA.
    • Distribution TypeFor Job or Service transactions, you are not able to choose CASH, PAY, or UNIT for non-intercompany transactions, and you are only able to choose PURCH, FNCHG, FREIGHT, or MISC for intercompany transactions. For Unbilled transactions, you can choose PURCH, FNCHG, FREIGHT, MISC, or UNIT.
    • Debit / Credit, Originating Debit / Originating CreditEnter a debit or credit amount in either the Debit or Credit fields or the Originating Debit or Originating Credit fields.
    • Distribution ReferenceAutomatically entered as "Service," followed by the service call ID and cost code (e.g. Service 0408-0001 2) and "Job" followed by the job number and cost element (e.g., Job F&S-1001 2). These fields can be edited.
    • QuantityIf other than 1 or -1, enter a quantity. Returns and credit memos will have a quantity of -1.
    • Company IDThis field may have been disabled in setup. See Microsoft Dynamics GP documentation.
  3. Choose OK to close the window.


Step 3:         Post the transactions.


  1. Choose File > Print in the Payables Transaction Entry window to print the edit lists before posting to verify the accuracy of the transactions you enter. If you identify errors, correct the errors and post. For more information on posting, see the Microsoft Dynamics GP Payables Management Manual. The amounts print in the functional currency.
  2. Post the Payables Management batch in the originating company. When you batch post a Payables transaction with intercompany transactions, a Payables general ledger batch will be created in the originating company. If the Payables Management batch doesn't contain intercompany transactions, the Service Invoice and Job Status window will be updated.
  3. Post the Payables general ledger batch in the originating company. After posting, the Service invoice, Job Cost job, and Microsoft Dynamics GP Receivables Management will be updated. The intercompany offset account will be used as the offset for intercompany transactions. Posting the Payables general ledger batch creates an intercompany general ledger batch in the destination company. The batch will be named using the next intercompany batch number ID.
  4. Post the intercompany general ledger batch in the destination company. The batch will contain both Service and Job Cost transactions.


Step 4:         Access the transactions.
Once the Payables general ledger batch is posted, you can access the transactions in the destination company in Service Management. They appear as manually added costs, or "+" button, transactions. They're opened by zooming on the cost categories in the Service Invoice window. See Entering manually added transactions.
If a service call is closed in the destination company, you are still able to post intercompany transactions to the call. The service call will be updated with the posted transactions.
Once the Payables general ledger batch is posted, you can access the transactions in the destination company in the Job Status window. See Viewing job status information in the Job Cost User Manual.
Note: While intercompany transactions can be used with Job Cost subcontractors, information such as retention and master subcontractors will not be updated in the destination company.
See Editing cost transactions from Service Management.


Voiding a payables transaction


A Payables Management transaction (Transactions > Purchasing > Void Open Transactions) can only be voided if it is not associated with an unposted service invoice.
When you select an individual transaction that is associated with an unposted service call and choose Void, you will receive an error message that indicates the transaction cannot be voided because a certain invoice number is unposted.
When you choose Mark All to select all the transactions, and then choose Void, only the invoices not associated with unposted service invoices will be voided. Transactions associated with unposted service invoices will not be voided.


Entering payroll transactions


If you're using the Microsoft Dynamics GP Payroll module, you can enter payroll transactions using the Payroll button to access the Payroll Transaction Entry window from Service Management's Service Invoice window. Because information is shared between the modules, these transactions can be modified through Microsoft Dynamics GP or Service Management.
Before entering labor costs through Microsoft Dynamics GP, you'll need to set up labor rate schedules.
You can also access the Payroll Transaction Entry window through Microsoft Dynamics GP. However, you must manually choose Service in the Product field and enter the service call ID for the transaction to be reflected on the service invoice.
Overtime and double-time functionality has no effect on Service Management and Job Cost payroll transactions.
Entering a payroll transaction involves the following:
Step 1: Complete the Payroll Transaction Entry window.
Step 2: Choose to show detail and complete additional fields.
Step 3: Post the transaction.
Step 1:         Complete the payroll transaction entry window.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call.
  4. Choose Invoice.
  5. Choose Payroll.
  6. Complete the Payroll Transaction Entry window. See the Microsoft Dynamics GP Payroll Manual for information. To assign a transaction to a service call, you must choose a transaction type of Pay Code and a pay code with a pay type of Hourly, Overtime, Double Time, Vacation, Sick, or Holiday.


Step 2:         Choose to show detail and complete additional fields.


  1. From the View: Transactions drop-down list, choose Show Detail to display additional fields.


Note: Shift premiums cannot be applied to Service Management transactions. You can apply a shift ID to the transaction, but it cannot have a premium. If you enter the Payroll Transaction Entry window by choosing the Payroll button in the Service Invoice window, you can enter transactions directly in the scrolling window without expanding the Payroll Transaction Entry window. The Product field will default to Service, the Service Call ID field will default to the current service call, and the cost code will default to 6 (the first user-defined labor category).


  1. Choose Service from the drop-down list in the Product field. When the window is opened from Service Management, Service is the default entry.
  2. If Service is in the Product field, the Service Call ID and Cost Code fields appear in the window. You must complete these fields.
  3. Zoom on the Product field. The payroll transaction is saved, and the Service Payroll Entry window opens. In this window, you can edit the Cost Code, assign an Equipment ID to the transaction, edit the Billing Amount, and enter an Item Description and Notes. The date on the labor transaction comes from the Date From field in the Payroll Transaction Entry window.
  4. After making edits, choose Saveand close the Service Payroll Entry window. You can move to the next transaction by choosing the Next button in the Payroll Transaction Entry window. Once a transaction is assigned to a service call and saved, you cannot change the Product field or Service Call ID field. You must delete the transaction and re-enter the information.


Step 3:         Post the transaction.


  1. To post a labor cost transaction that has been saved in a batch, choose Transactions > Payroll Build Checks > Select Batches.
  2. Mark the batches to be posted in the Status column and choose OK. Choosing the OK button posts the batch to the general ledger. The batch cannot be changed once it is posted. If your labor rate groups are set up to calculate overhead, a SERVICE OH general ledger batch will be created after building checks in Microsoft Dynamics GP. The general ledger batch must be posted.


Voiding a payroll transaction


A Payroll transaction (Transactions > Payroll > Void Check) can only be voided if it is not associated with an unposted service invoice.
When you select an individual transaction that is associated with an unposted service call and choose Void, you will receive an error message that indicates the transaction cannot be voided because a certain invoice number is unposted.
When you choose Mark All to select all the transactions, and then choose Void, only the invoices not associated with unposted service invoices will be voided. Transactions associated with unposted service invoices will not be voided.


Entering inventory transactions


When using the Inventory button in the Service Invoice window, the type of transaction will vary depending on Service Management setup options. You can enter the inventory cost transaction using Sales Order Processing (SOP) or as an adjustment.


Entering inventory transactions using SOP


You will need SOP registered for the integration to work. In addition, the Use Sales Order Processing option must be marked in the Invoice Options window (Microsoft Dynamics GP > Tools > Setup > Service Management > Invoice Setup > Invoice Options) and the Maintenance Options window (Microsoft Dynamics GP > Tools > Setup > Service Management > Maintenance Setup > Maintenance Options).
Entering inventory transactions using SOP involves the following:
Step 1: Complete the Sales Transaction Entry window.
Step 2: Enter user-defined information.
Step 1:         Complete the sales transaction entry window.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call.
  4. Choose Invoice to open the Service Invoice window.
  5. Choose Inventory, and the Sales Transaction Entry window opens. An association is made between the service call and the inventory transaction when you choose the Inventory button. This link to the service call is broken after you save the window. If you want to enter multiple inventory transactions for this same service call, exit and re-enter the Sales Transaction Entry window before creating another entry, or use the User-Defined button to open the window where you can enter the service call ID. This ensures the document is linked to the service call as an inventory transaction and does not result in the creation of an accounts receivables transaction.
  6. Complete the Sales Transaction Entry window. See the Microsoft Dynamics GP Sales Order Processing Manual for information. The Customer ID and Customer Name fields default from the Service Invoice window. If you want to change the customer ID, you must delete the sales transaction and enter a new one. If you choose a document type of Quote, the transaction will not appear on the service invoice, although the information is saved in Microsoft Dynamics GP and is available when you transfer the quote. Order, invoice, returns, and back order amounts saved in Microsoft Dynamics GP appear in the Materials cost category on the service invoice, with costs appearing in the Actual Cost column. You can post individual transactions from Microsoft Dynamics GP or post the invoice from Service Management. SOP invoices must be posted from Microsoft Dynamics GP. Price matrices are not used when calculating billing amounts for inventory items. The billing amount comes from Microsoft Dynamics GP price levels. Trade discount, freight, miscellaneous, and tax amounts are not included with the service invoice amount when entering transactions through SOP.


Note: You cannot mark the individual sales order or quote document as repeating in the Sales Document Detail Entry window (Transactions > Sales Trx Entry > Document No. field expansion button). Also, you cannot assign a SOP transaction to a service call or job using the User-Defined Field Entry window if the individual SOP sales order or quote document is marked as repeating.
Step 2:         Enter user-defined information.


  • In the Sales Transaction Entry window, choose User-Defined. The Sales User-Defined Fields Entry window opens. See the Microsoft Dynamics GP Sales Order Processing Manual for information on completing the window.
  • The Type field is disabled with the Service Management radio button selected and the service call ID entered. You can change the service call ID using the lookup window. However, if you delete the service call ID and leave the window, the service call ID will not default if you reopen the window. You don't have to open this window before saving the sales transaction. You are not able to mark the individual sales order or quote document as repeating in the Sales Document Detail Entry window (Transactions > Sales Trx Entry > Document No. field expansion button). Also, you cannot assign a SOP transaction to a service call or job using the User-Defined Field Entry window if the individual SOP sales order or quote document is marked as repeating.


Note: If you delete a transaction, the associated materials costs will be removed in the Service Management Invoicing module. See Editing cost transactions from Service Management.


Entering inventory transactions as adjustments


If you're using the Inventory module and don't have SOP registered, you can enter inventory transactions as adjustments. Due to complete integration with Microsoft Dynamics GP inventory transactions can be modified through Service Management or Microsoft Dynamics GP.
Inventory transactions will be reflected only in the second cost code on the Service Invoice.
You can also access the Item Transaction Entry window through Microsoft Dynamics GP. However, you must manually choose the Service Management radio button in the Trx Type field and enter the service call ID for the transaction to be reflected on the service invoice.
Entering an inventory transaction as an adjustment involves the following:
Step 1: Complete the Item Transaction Entry window.
Step 2: Complete the Signature fields.
Step 3: Save or post the transaction.
Step 1:         Complete the item transaction entry window.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call.
  4. Choose Invoice.
  5. Choose Inventory.
  6. Complete the Item Transaction Entry window. See the Microsoft Dynamics GP Inventory Control Manual for information.


Note: When using the Copy button in the Item Maintenance window, the equipment type will not be copied to the new item.
Step 2:         Complete the Signature fields.


  1. Choose the transaction type. If you are using both Service Management and Job Cost, you can apply the inventory transaction to a service call or a job using the Trx Type field. The Service Management radio button is marked by default and the service call ID appears in the Job Number field. If you choose the Job Cost radio button, use the lookup to choose a job. The Inventory Transactions window opens for you to enter a cost code. See Entering inventory transactions in the Job Cost User Manual.
  2. Edit the billing amount. With the Job Number field complete, you can choose the expansion button to open the Service Costs - Inventory window. The billing amount fills in for you based on the price matrix selected for the location. You can use the lookup button in the Equipment field to attach the inventory item to a piece of equipment. Save the record and close the Service Costs - Inventory window to return to the Item Transaction Entry window.


Step 3:         Save or post the transaction.
Choose to save or post the transaction in the Item Transaction Entry window. Choose Save to save the inventory transaction to a batch. Choose Post to immediately post the inventory transaction through Microsoft Dynamics GP.
See Editing cost transactions from Service Management.


Processing inventory and non-inventory items entered by technicians


When inventory or non-inventory items are consumed on a service call, the technician can enter information, such as pricing, directly on the MobileTech device (laptop or pocket PC). When a service call is completed, the updated information is sent back to the host and the appropriate transactions can be created.
For SOP and inventory transactions, the transaction quantity is used instead of quantity shortages. The Adjustment Overrides check box must be selected in the Inventory Control Setup window (Microsoft Dynamics GP > Tools > Setup > Inventory > Inventory Control).
Note: Some inventory types, such as Kit, Misc Charges, Services, and Flat Fee, will not be processed in the Mobile Inventory window.


Processing inventory and non-inventory transactions


Process inventory and non-inventory items that were entered by a MobileTech technician. The appropriate transactions will be created.


  1. Choose Inquiry >Service Management >Mobile Inventory Inquiry. The Mobile Inventory window opens.
  2. Choose Process to begin processing transactions. You cannot process one item or part at a time; you can only process all them at once. The item or part numbers that were entered by the MobileTech technician in the process of completing a service call appears in the window. To delete a record, select the item or part and click Delete.
  3. When you have finished, close the window.


After processing item transactions


The type of transaction(s) that are created depends on whether you have selected the Use Sales Order Processing for Inventory option in the Invoice Options window (Microsoft Dynamics GP > Tools > Setup > Service Management > Invoice Setup > Invoice Options) and whether the part used is an inventory item.
Transactions that are processed successfully are removed from the Mobile Inventory window. To print a report that shows transactions that are not processed successfully, click Print in the Mobile Inventory window.


  • If you are using SOP for Inventory If you have selected the Use Sales Order Processing for Inventory Items option in the Invoice Options window (Microsoft Dynamics GP > Tools > Setup >Service Management >Invoice Setup > Invoice Options), then a SOP transaction is created. In addition, a new batch is created with the name of MOBILE<transaction date>, for example, MOBILE070602 for June, 2007.
  • If you are NOT using SOP for Inventory If you have not selected the Use Sales Order Processing for Inventory Items option in the Invoice Options window (Microsoft Dynamics GP > Tools > Setup >Service Management >Invoice Setup > Invoice Options), and the item is a serialized or non-serialized inventory item, then an item transaction is created. In addition, a new batch is created with the name of MOBILE<transaction date>, for example, MOBILE070602 for June 2, 2007.
  • If the item is a non-inventory item If the item is not an inventory item, a GL transaction is created. In addition, a new batch is created with the name of MOBILE<transaction date>, for example, MOBILE070602 for June 2, 2007.
  • If you are using SOP Invoicing If you are using SOP Invoicing in Signature Service Management, a non-inventory line item is added to the primary SOP document with a $0.00 price, even if a price was entered by the technician. In addition, the document will be placed on Hold. Therefore, you must enter a price, make other changes, as needed, and then post the document.


Entering manually added transactions


Another way to enter costs on a service invoice is by using the "" buttons attached to each of the five cost categories. The "" buttons are used to enter manually added costs. Examples of manual costs are items not in inventory or not purchased as a payable item, or a salaried employee doing hourly work on a service call. These are costs you have incurred completing the service work that you want reflected on the customer's invoice.
Note: If you are using COGS, the manual accounts must match the normal accounts.
You could also use the "+" button to add costs if you do not have the Microsoft Dynamics GP Accounts Payable, Payroll, or Inventory modules.
Manual cost transactions are not posted to a subsidiary ledger (including Accounts Payable, Payroll, or Inventory). These cost transactions will post to the service call record and directly to Microsoft Dynamics GP General Ledger.
Because the procedure for entering costs in the equipment, material, subcontractors, and other cost categories is similar, we address them in one section. Adding costs to the labor category follows. Lastly, we address adding travel costs to invoices.
The debit and credit accounts selected during the Service Management invoice accounts setup process for these cost categories will be used to create a general journal transaction in Microsoft Dynamics GP General Ledger.


Entering manually added non-labor transactions


Selecting the "+" button attached to the equipment, material, subcontractor, or other category opens the Added Costs window. Choosing this button creates a general ledger entry for the cost portion of the transaction, provided you're using General Ledger. If you're not, no accounting audit trail is created.
If you do not have the Microsoft Dynamics GP General Ledger module registered or if you chose to disable the Post button during the Invoice module setup process, the Post button at the top of the Added Costs window will be disabled.
The same Added Costs window is used when entering costs in cost categories 1, 2, 4, or 5. The Added Costs window for the third cost category has different fields.
The top section of the Added Costs window lists the service call number, location name, source document, and cost code, all in disabled fields. You can review the price matrix selected for the customer's location by selecting the expansion button attached to the Price Matrix field.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call.
  4. Choose Invoice.
  5. Choose a "+" button in a cost category other than Labor. The Added Costs window opens.
  6. Complete the remaining fields, as necessary.
    • GL Batch ID, DateThe batch ID you selected in the Service Invoice window and the system date default. A batch ID is not needed if you want to post the transaction immediately.
    • Vendor, QuantityUse the lookup to select a vendor name. The billing amount is divided by the quantity to determine the unit price. The Quantity field isn't available for the fourth cost category.
    • Extended Cost AmountReflects your company's cost for the transaction. You could enter a negative amount to record a credit. If you are adding a cost in the fourth cost category, you will be able to apply a markup percentage to the amount. For instance, since we labeled our fourth category Subcontractors, we could mark up all our subcontractors' costs by a flat percentage.
    • Billing AmountCalculated based on the pricing matrix chosen for this location. This amount can be edited. If you entered a negative extended cost amount, $0.00 defaults; you must manually enter the negative amount in this field.
    • Equipment IDYou may wish to identify an equipment record with a cost transaction to establish a cost history for that piece of equipment.
    • Item Description, Unit of Measure, Item NumberThe description appears in the Description field in the Costs window. The Unit of Measure and Item Number fields aren't available when entering costs in the fourth cost category.
    • NotesYou can enter extensive notes in the scrolling window.
  7. When you are finished entering data in the Added Costs window, choose Save. You can choose Post to post the transaction to Microsoft Dynamics GP General Ledger. We recommend batch posting instead of real-time posting. See Editing cost transactions from Service Management.


Entering manually added labor transactions


When creating an invoice, a transaction for a salaried employee may need to be entered in Service Management but not in the Microsoft Dynamics GP Payroll module. The salaried employee may be a supervisor who worked a few hours helping a technician dispatched to a service call. This type of transaction can be entered manually in the Service Invoice window without being entered in Payroll.
Choosing the "+" button in the Labor, or third, cost category opens the Added Costs window. Choosing this button creates a general ledger entry if you are using Microsoft Dynamics GP General Ledger. If you are not, no accounting audit trail is created for the cost portion of the transaction.
The top section of the Added Costs window lists the service call number, location name and source document all in disabled fields. The labor rate group is also listed with an expansion button to allow you to review the labor rate selected for the customer's location.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call and choose Invoice.
  4. Choose the "+" button in the Labor cost category. To add a labor cost transaction for an employee, the employee must be set up in Service Management and Microsoft Dynamics GP with the employee's position and pay code in Microsoft Dynamics GP corresponding to the labor rate's job title and pay code in Service Management.
  5. Complete the following fields, as necessary.
    • GL Batch IDThe batch ID you selected in the Service Invoice window defaults.
    • Cost CodeView/edit the cost code. Cost code 6 defaults. Cost categories 6 through 10 are labor subcategories; you can choose cost codes 6 through 10 using the browse buttons or the lookup window. The total of these amounts is added and reflected in the third cost category.
    • Equipment IDYou may wish to identify an equipment record with a cost transaction to establish a cost history for that piece of equipment.
    • Employee IDIdentifies the employee, as set up in the Employee Maintenance window.
    • Job TitleOnce an employee ID is selected, the employee's current job title fills in. The job title was selected upon creating the employee record in the Microsoft Dynamics GP Employee Maintenance window.
    • DateThe system date defaults.
    • Pay CodeEnter the pay code for the labor transaction or choose one from the attached lookup window. The Employee Pay Codes lookup window contains the employee ID and displays the pay codes set up for the specific employee ID during the employee setup process.
    • Hours, Cost Per HourEnter the number of hours. If you chose to display the pay rate for your technician's labor during the Invoice module setup process, the Cost Per Hour field will show the current pay rate for the technician's labor established in the Employee Maintenance window.
    • Extended Cost + OverheadIf you chose to display the pay rate for your technician's labor, the Extended Cost + Overhead field will show the total cost of the employee's labor using your entries in the Hours and Cost Per Hour fields. The calculation of these two fields enters automatically in the Extended Cost + Overhead field:
      • The Extended Cost is the pay rate multiplied by the number of hours.
      • The Overhead amount is based on the labor rate group set up for the location.
    • Billing AmountThe labor rate schedule selected for the customer's location will calculate this amount, which you can edit if necessary.
    • Item Description, NotesThe description will appear in the Description field in the Costs window. You can enter extensive notes in the Notes scrolling window.


After the transaction is entered in the Added Costs window, it can be saved, deleted, or posted. The Save button saves the transaction in Service Management and in the General Ledger transaction work file. The Post button immediately posts the transaction to the general ledger with or without a GL batch ID and returns you to the Service Invoice window. Closing the Added Costs window returns you to the Service Invoice window and updates the transaction totals in the Cost and Billable fields. You may need to choose the Redisplay button to update the totals. See Editing cost transactions from Service Management.


Entering travel transactions


Service Management allows you to charge customers for travel expenses. Travel cost transactions appear in the Other cost category in the Service Invoice window.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call and choose Invoice.
  4. Choose Travel. A travel charge is not automatically added to each invoice. You must open the Travel window and save the travel cost transaction before it can be included on an invoice.
  5. Complete the following fields, as necessary.
    • GL Batch IDDefaults from the batch ID in the Service Invoice window, if you entered one.
    • Equipment IDYou may wish to identify an equipment record with a cost transaction to establish a cost history for that piece of equipment.
    • DateThe system date defaults.
    • Transaction DescriptionIf you entered a transaction description during setup, it will default. See Setting up travel costs.
    • Travel UnitsIf you entered a travel unit description during setup, the field below the Transaction Description field will be labeled as such.
    • Cost RateReflects the expenses that your company incurs on a per-travel unit basis to operate a vehicle. This rate could reflect depreciation expenses, maintenance expenses, leasing costs, and insurance costs per mile for the vehicle.Defaults from the cost rate you chose during setup, if you entered one.
    • Billing RateThe rate you charge the customer to cover your cost rate. Usually, customers are charged a billing rate per mile to cover your operating and maintenance expenses.Defaults from the billing rate you chose during setup, if you entered one.
    • Cost AmountCalculated for you, using the number of travel units and the cost rate.
    • Billing AmountCalculated for you using the number of travel units and the billing rate. You can override either amount, if necessary. If the billing amount is less than the minimum charge that was entered in the Travel Setup window, you will receive a message alerting you to this, and the minimum charge will default to the Billing Amount field.
  6. Save or post the transaction. Choose Save to save the transaction in Service Management and in the general ledger. Choose Post to immediately posts the transaction to the general ledger with or without a batch ID. Saving or posting a transaction adds it to the Costs scrolling window.


Closing the Travel window returns you to the Service Invoice window and enters the travel cost totals in the Cost and Billable Other fields.
Note: See Editing cost transactions from Service Management.


Directly accessing the added costs windows


For quicker data entry, you can directly access the Added Costs windows. You can add costs to different jobs and in different cost categories all from the Service Invoice Added Cost Entry window.
Note: This feature is not available if you are using SOP invoicing in Service Management.


  1. Choose Transactions > Service Management > Added Cost Entry.
  2. Use the lookup window to choose an existing Service Call ID.
  3. Use the lookup window to select the Cost Code for the added costs. You can choose any cost category except the third, Labor. For labor transactions, use the Labor subcategories 6 through 10, the total of which appears in the third cost category.
  4. Choose Select to open the Added Costs window.
  5. Complete the Added Costs window as usual.
  6. Save or post the transaction. You can now select another call and repeat the procedure.


Editing cost transactions from Service Management


You can edit all cost transactions from the Service Invoice window. You may need to choose Redisplay in the Service Invoice window to update the displayed totals after editing the costs.


  1. Choose Cards > Service Management > Service Manager.
  2. Select a customer and choose the History indicator.
  3. Double-click a call and choose Invoice.
  4. In the Service Invoice window, zoom on a cost category.
  5. In the Costs or Labor Costs window, double-click a transaction to open the Adjustment to Costs window.


Note: If a cost originated in Microsoft Dynamics GP, you can select a line item in the Costs window and zoom on the Reference Number field to open the Microsoft Dynamics GP transaction entry window.


  1. Edit the Billing Amount, Equipment ID, and Item Description fields as necessary. The Equipment ID field is not available for labor transactions.
  2. Choose Save.


Note: If a mistake was made when entering a cost, the original entry can be deleted if it has not yet been posted by choosing Delete.


Viewing service call costs


The Service Invoice window displays unposted cost category totals as well as a total of all unposted costs. Additionally, you can zoom to view individual transactions for unposted costs, actual costs, and committed costs totals and further to view the transactions that make up the costs for each cost category.
Note: If you are creating invoices using the Process Service Invoices window, and need to see the unposted costs, access the Service Invoice window but do not select an existing invoice. Instead from the Invoice Inquiry lookup window that displays, choose Service Invoice.


Viewing unposted and/or committed cost transactions


Use the Costs inquiry window to display unposted costs, committed costs, or both unposted and committed costs, depending on what Display option you choose.
You can access this window three ways from the Service Invoice window. The information displayed depends upon how you open the inquiry window. The view can be changed at any time.


  • Choose the Unposted Cost button.
  • Choose the Unposted Costs column header.
  • Choose the Committed Costs column header.


Viewing actual cost transactions


The Cost inquiry window displays the actual costs for all cost categories except Labor, or you can choose specific cost categories to display.
You can access the Cost Inquiry window from the Service Invoice window by:


  • Choosing the Actual Costs header. The window defaults to display the total posted costs for equipment, materials, subcontractor, and other. - OR -
  • Choosing the Equipment, Materials, Subcontractor, or Other row header. The window defaults to display the actual cost for the selected category.


Regardless of the default display, you can change the view by choosing one or more categories to display as well as if you want to display all, committed, or posted costs.
Note: To view Labor transaction details, choose the Labor row header to display the Labor Costs inquiry window.


Viewing service call status information


The Service Call Status window allows you to view unposted, committed and actual costs as well as anticipated billable information. The costs displayed are all costs for the service call, not for a specific invoice. Margin information is also displayed although tax information is not included. The Service Call Status window also provides zoom capability to the cost categories and cost types for the service call.


  1. To access the Service Call Status window, go to Inquiry > Signature Service Management > Service Call Status.
  2. Enter the following information:
    • Customer ID
    • Location Address ID
    • Service Call ID


Note: Use the blue arrow Go to button to open the Service Call Inquiry window. This information displayed in this window can be sorted by choosing any of the column headers. For example, by service call ID or technician.


  1. The following service call general information displays:
    • Date
    • Description
    • Problem Type
    • Call Type
    • Call Status
    • Division
    • Priority
    • Contract Number
  2. The cost and billing information section displays the following information:
    • Unposted CostsTo view all unposted cost transactions for the service call, zoom on the Unposted Costs column header.
    • Committed CostsTo view all committed cost transactions for the service call, zoom on the Committed Costs column header.
    • Actual CostsTo view all actual cost transactions for the service call, zoom on the Actual Costs column header.
    • Anticipated BillableThis amount does not include any tax information.
    • Anticipated Percent MarkupSubtotal Anticipated Billable - Total Anticipated Cost
  3. Choose the Equipment, Materials, Subcontractor, or Other row header to view all costs for the service call for that category. To view the costs for a specific invoice, highlight the invoice and then use the zoom.
  4. Choose the Labor row header to view all Labor transactions for the service call. To view the transactions for a specific invoice, highlight the invoice and then use the zoom.
  5. Choose the Invoices button to open the Invoice Inquiry window that displays all posted or saved to batch invoices associated with the service call.


Note: If you also have the Service Invoice window open and have not saved that invoice, should you choose to open that invoice in Service Call Status window, the invoice will display as blank.


Printing the SRS Service Call Status report


The SRS Service Call Status report includes a summary of the Service Call Status window. To print the report, choose Print.


Restrictions for field invoices from MobileTech


Field invoices created in MobileTech have the following restrictions in Service Management:


  • Regardless of unposted costs setup options in Invoice Setup, if a field invoice is created in MobileTech, all unposted costs associated with the MobileTech invoice must be posted before the invoice, or the batch containing the invoice, can be posted.
  • Field invoices cannot be:
    • Deleted or voided.
    • Edited, including from the Receivables Management batch.
  • Adjustments such as credit memos, amount changes that constitute adjusting entries, etc., must be made manually using separate transactions.
  • Costs associated with a field invoice:
    • Cannot be deleted.
    • Should not be edited. Regardless of a cost edit, billing amounts will not be updated.


Note: Editing costs associated with a field invoice may result in inaccurate accounting entries.


  • The service call ID cannot be changed or removed from any unposted cost transaction that has an associated field invoice number.


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