Reopening a Closed Service Call

If you've closed a service call manually, you may discover you have unbilled costs that you need to bill. To do this, you can re-open the closed call and have an option to move the costs from history to current so that you can now invoice the service call. When reopening a service call a reversing journal entry is created.

Notes:

Reopening a close service call is for Service Invoicing only. You cannot reopen a service if you are using SOP Invoicing.
Only the latest cost transactions can be called back on a manually closed service call. If a service call was manually closed, then invoiced without pulling back unbilled costs, new costs are added, and the call was manually closed again, only the cost transactions that were last manually closed can be pulled back.
Only the most recent unbilled invoice is pulled back, regardless if a valid invoice has since been posted.
When using an extended pricing matrix:
- Unbilled fixed costs that were manually closed and not billed are recalculated when the costs are pulled back into the SV000810 table from SV000815 table.
- Any other overhead costs that are calculated based on other types of costs will also be calculated and added to the SV000810.

To reopen a closed call:

Choose Cards > Service Management > Service Manager.
Select the customer.
In the call history scrolling window, double-click the closed service call. See Viewing Existing Service Calls for additional information on finding the closed service call.
In the Service Call window, change the Call Status to Open.
Select Save.
A message displays "Prior unbilled costs exist. Do you want to bill these costs?"
- Yes - Creates a reversing entry for the unbilled costs that were on the service call.
  - The cost transactions are moved back to the SV000810 table.
  - A WIP transaction is created to move costs from COBS back to WIP.
  - A reversing manual close entry GL Batch (first 5 characters of the user name + MNLREOPEN) with WIP debited and COGs credited.
  - The transaction date is set to today's date.
  - Reference is the service call ID.
  - Source Document is GJ.
- No - A reversing entry is not created for the unbilled costs. The cost transactions on the closed call are not moved back.You can add new costs to the service call.
Post the batch.