Service Call form

Service Management - DYS > Service calls > All service calls

In the service call form, a service call will be created. Dynamics Service Management is offering two different types of create service call screen, helpdesk and repair order. Normally the helpdesk screen is used. To change this, go to User settings > Service Management (DYS) > creation form type.

Field	Description
General - Details

Worker	Name of worker created the call
Call type	Call type for this call.
Call Status	Actual status of the call
External call reference	Customer or external reference for this call.
Service Object
Object	Service object for this call

Object type	Object type for this call
Region code	Region code for this call
Contract	Contractnumber for this call. By selecting the line, you can link to the applicable contract.
Repair
Repair status
Warehouse	Id of repair warehouse

Location	Location of repair warehouse
Number	Repair number
Account
Contact details
Customer account	Customer accountnumber for this call
Name	Customer name

Contact	Contactperson (if entered on customer card)
Email	email address of customer (if entered on the customer card)
Severity
View	Button to view the severity matrix
Severity	Severity code
Information

Subject	Subject of the call, will be displayed on the service call grid.
Message	Full description of the service call, will be visible on the task and on printed documentation.
Solution	Full description of the solution of the call
URL	Hyperlink to i.e. solution.
Internal note	Purpose to store internal comments relevant ot this service call. These notes are given a time stamp and are not editable. Typically, these notes are for internal use only and are not reported externally.
Progress	Stores comments made as progress notes. Its purpose is to store comments made about the service call's progress. These notes are give a time stamp and are not editable. Sometimes these notes are reported externally.

Set up	This tab stores the statistic codes, parts availablility and references from the call and allows you to change the statistic codes
Visit address	Shows the visit address information of the customer and allows for changing this information or selecting another visit address.
Service level	Used to view the progress of the service call in relation to its Service level Agreement.
Registered	Created date and time is shown, and the SLA reference date on which the SLA calculations are based.
Service level	Here the SLD for the call is registered
SLA deadline	The derived action date and deadline date for the current call status. In this way it can be viewed whether call processing is on time, running late or overdue. Functionality is in place to adjust the SLA deadline- and action times.

Sub Status	Responsible party for the time in this call status, also the source of e-mail address for notifications.
Further Identification	Here the information is stored on the customer and object of the service call. It can also be used to store the quotation amount of the service call.
Total	Contains information about the costs of the service call.
SLA milestones	Only shown if milestone recording is turned on for this call type. It shows the progress of this service call against its SLA deadlines. It uses time stamp recording upon exiting service statuses to show a status was completed on time or overdue.
Project	Shows how this service call is linked to the projects module through the service object integration, shows project contract and shows the project integration of the call. Furthermore, it shows the invoicing setup for this service call. The invoice entity can be changed. By choosing manual invoice project, it is possbile to change the default customer, project ID and project contract ID to which the transactions of this service call will be registered.
History	Log of full details of status changes of this service call

Service call - Grid all service calls

Service Management - DYS > Service calls > All Service calls

In the Service call grid, an overview of all services calls are visible. From the grid, you can start actions or link to other options. These buttons are also in the call form.

Button Edit 

With the edit button it is possbile to edit directly the selected call in the grid.

Button Save

The button save will appear when Edit is clicked, save the changes made in the edit modus.

Button New

With the new button you can directly create a new service call

Button Delete

Deleted the selected call. Deleting of a service call is depending of the status.

Button Service Call

Field	Description
New	Create a new task for the selected call.

Service Level	Delay action or deadline of the selected service call.
Time Recording	Start and stop of the time recording of the selected service call.
Notes	Enter notes for progress or internal information.

Button Intake

Field	Description
Other Information	Opens form with Service Call information from the selected service call. This form can be exported or printed.

Set Up

Opens form with information regarding Contract Holder, Object owner or object user. Only possible when this is applicable on the selected call.

Journals

Opens an overview of all journals from the select call. By clicking on the button Call Confirmations, the form of the selected documents opens. Only applicable if there are more confirmations for this call.

Button Manage

Field	Description
Follow up

Service Task	Opens a form with all the service tasks for the selected service call. From this grid, you can open the selected task.
Sales order customer	Opens the sales order form in Microsoft Dynamics 365 for Finance and Operations for creating a salesorder connected to the customer of the service call.
Sales order object	Opens the sales order form in Microsoft Microsoft Dynamics 365 for Finance and Operations F&O for creating a salesorder connected to the object of the service call.
Create purchase order	Opens the create purchase form, you can purchase items for the service call.
Purchase orders	Opens purchase order form and shows the purchase orders connected to the call
Reassign

Call adjustment	Opens the call adjustment form to edit the call and/ or the task. Not possible in closed or invoiced calls.
Transfer	These buttons are only applicable for repair calls.
To Workshop	To transfer the repair object to the repair workshop
To Vendor	To send the object back to the vendor
To customer	To send the object back to the customer
Last action	To close and invoice the repair order.

Closing	To close the call. Depends on settings and call status if this is possible.
Reopen	To reopen a closed call. Depends on settings and call status if it is possible to reopen a call.
Post
Create invoice	If all tasks are ready, you can create a invoice with this button. It is possible to select multiple calls in the grid to create an invoice.
Post call tracking	Post the invoice.
Project invoice proposals	Shows an overview of the project invoices. In this form it is possible to post the invoice.

Posted invoices

Shows an overview of al posted invoices with detail information of the invoice.