Product documentation
Reporting & Support in HSO Service Management provides the information required to monitor service performance, investigate operational and financial transactions, and resolve issues. Service Management combines information from Service Objects, Service Calls, Service Tasks, Service Contracts and Project Management and Accounting in Microsoft Dynamics 365 for Finance and Operations. Understanding the relationships between these records is essential for accurate reporting and effective troubleshooting.
Introduction
Reporting and inquiries provide visibility into service activities, equipment history, contractual obligations and financial results. Information is available through operational records, transaction inquiries and the Service Management Cockpit. Each provides a different perspective on the service process, allowing users to review individual activities or analyze the overall performance of a Service Object, Service Call or Service Contract.
Operational and financial information
Operational inquiries show the progress and history of service activities, including Call Status changes, Service Task registrations, Service Operations and planned maintenance visits. Financial inquiries show the related project transactions, costs, revenue, invoice proposals and posted invoices. These views should be used together when investigating discrepancies between completed work and its financial outcome.
Selecting the appropriate inquiry
Start with the record that represents the question being investigated. For operational issues, use the Service Call, Service Task or Service Object. For contractual questions, use the Service Contract, Visit Schedule or invoice schedule. For financial questions, use the associated project transactions, Service Management Cockpit or invoice proposal.
Introduction
The Service Management Cockpit provides a consolidated view of service-related costs, revenue and hours. It groups financial information into configurable categories, allowing users to evaluate service performance without reviewing every individual project transaction.
Cockpit information
The Cockpit summarizes amounts and hours using configured Cockpit Categories. These can represent labor, materials, travel, warranty, contract revenue and other service-related costs or charges. The displayed information depends on the selected Service Object, Service Call or Service Contract and the applicable reporting period.
Using the Cockpit
The Cockpit can be opened from the relevant Service Object, Service Call or Service Contract. Users can review the summarized amounts and hours, compare them with the expected service or contract conditions and investigate differences through the underlying transactions.
Cockpit Categories
Cockpit Categories determine how Project Categories are grouped for reporting. Incorrect or incomplete category configuration can result in missing amounts or unexpected classifications. When totals do not match the expected financial results, verify the underlying project transactions before reviewing the Cockpit Category setup.
Introduction
Service Call and Service Task inquiries provide visibility into the operational progress of service requests. They help users identify outstanding work, review completed activities and understand the history of a particular service process.
Service Call history
Service Call history records changes during the lifetime of a call, including status transitions and related process information. This history can be used to investigate when a call changed status, which actions were performed and whether the process followed the expected workflow.
Service Task registrations
Service Task inquiries provide access to registered labor, materials, travel, costs, revenue and other execution information. These records help users compare forecasted work with actual registrations and identify incomplete or unexpected transactions.
Service Operations
Registered Service Operations provide the results of inspections, measurements, calibrations, exchanges and other technical activities. These results are particularly useful when investigating equipment conditions, maintenance history or whether required service activities were completed.
Introduction
Service Object history provides a consolidated record of service activities performed on equipment. It connects operational information with the Service Object and its components, supporting maintenance decisions, technical analysis and customer service.
Service history
Users can review previous Service Calls, Service Tasks and associated activities for a Service Object. This information helps identify recurring failures, repeated repairs and the maintenance work previously performed.
Component information
Component records and registered Service Operations provide additional technical detail. Measurements, exchanges, calibration results and other component activities can be reviewed to understand how the equipment has changed over time.
Meter and counter readings
Meter and counter inquiries show recorded usage values. These readings support the analysis of equipment utilization and can be used to investigate meter-driven maintenance forecasts or consumption-based contract invoicing.
Introduction
Service Contract and planned maintenance inquiries provide visibility into contractual obligations, covered equipment, planned visits and invoicing. They help users verify that the services agreed with the customer are being delivered and financially processed.
Contract information
Active contract content identifies the Service Objects covered by an agreement and the applicable contractual conditions. Contract history and addenda provide information about changes to coverage, object content and contract periods.
Planned maintenance visits
The Planned Maintenance Overview provides information about generated Visit IDs, planned dates and the associated Service Objects and Event Codes. Users can investigate whether visits are proposed, due, converted into Service Tasks, cancelled or completed.
Contract invoice schedules
Contract invoice schedules show expected invoice periods, amounts and adjustment lines. They can be compared with posted invoices to investigate missing invoices, unexpected amounts or differences resulting from contract amendments.
Contract performance
The Service Management Cockpit can be used to compare contract revenue with the costs of corrective and preventive maintenance. This supports contract reviews and helps identify agreements where service costs differ significantly from the original commercial expectations.
Introduction
Financial reporting uses the project transactions generated through Service Management. These transactions provide the detailed information required to investigate costs, revenue, chargeability and invoice processing.
Project transactions
Project transaction inquiries show the actual Hours, Items, Costs, Travel, Revenue and other transactions associated with service work. The Project Category, Line Property and Invoice Status help explain how each transaction is classified and whether it is eligible for invoicing.
Invoice proposals
Project invoice proposals identify the transactions selected for customer invoicing. When an expected charge is missing, users should verify the related Service Task registration, realization status, Service Call status and financial configuration before changing the invoice proposal.
Posted invoices and credits
Posted project invoices provide the final financial record of invoiced service work. Credit notes and invoice corrections should be reviewed together with the original transactions to understand the complete financial history.
Financial reconciliation
When financial totals differ between the Service Management Cockpit and project accounting, compare the underlying transactions and Cockpit Category definitions. Also review Project Integration, Project Categories, Line Properties and any alternative billing methods that may affect how labor or revenue is represented.
Introduction
Service Level Agreements establish the action times and deadlines associated with Service Calls. Monitoring these dates helps service organizations identify requests that require attention and evaluate whether the configured service commitments are being met.
SLA information
Service Calls contain SLA-related dates and deadlines calculated according to their Call Type, Call Status and applicable SLA configuration. The results depend on the selected calendars, priorities, severities and reference dates.
Monitoring deadlines
Users can review Service Calls and their associated deadlines to identify overdue or approaching service commitments. When an SLA date appears incorrect, verify the applicable Call Type SLA rules, reference time, calendar and status history.
Service statistics
Complaint, Cause and Solution Codes provide structured information for analyzing service issues. Consistent use of these codes supports reporting on recurring complaints, failure causes and corrective actions. Diagnostic Trees help maintain relevant classifications for different Object Types.
Introduction
Troubleshooting should begin with a structured assessment of the reported behavior. A problem may originate from configuration, master data, process execution, transaction status, integration or a product defect. Identifying the affected records and reproducing the behavior is more effective than changing settings without understanding the cause.
Initial investigation
Establish what the user attempted to do, what result was expected and what actually happened. Record the affected environment, legal entity, menu path and relevant record numbers, including the Service Object, Service Call, Service Task, Service Contract or project where applicable.
Functional context
Review the configuration that determines the expected behavior. Depending on the issue, this can include the Object Type, Event Code, Call Type, Call Status, Service Level Definition, Project Integration, contract coverage or maintenance schedule.
Transaction history
Examine the relevant history before making corrections. Service Call status changes, Service Task registrations, Service Operations, project transactions, invoice proposals and planned maintenance visits can help identify where the actual process differs from the expected result.
Introduction
Operational issues frequently involve missing work packages, unexpected statuses, incorrect resource requirements or differences between planned and registered service activities. The investigation should start with the configuration and records directly associated with the affected Service Task or Service Call.
Missing Service Task forecasts
When a Service Task does not contain the expected labor, materials or Service Operations, verify the selected Service Object, Object Type and Event Code. Confirm that the Event Code is available for the Object Type and that the corresponding work package contains the required forecast lines.
Unexpected Service Call status
When a Service Call changes status unexpectedly or cannot be closed, review the Call Type and Call Status configuration. Check the permitted transitions, mandatory information, closure conditions and automatic status updates associated with Service Task progress.
Service Task completion
When a Service Task cannot progress to completion, verify its current status, required registrations and any outstanding Service Operations. Confirm that the task has followed the intended execution and realization process.
Parts availability
When material availability is unclear, review the Service Task item lines, warehouse, reservations, on-hand inventory and applicable parts availability settings. Distinguish between forecasted material requirements and actual inventory transactions.
Introduction
Contract and warranty issues often arise when the expected coverage or service conditions are not applied. Planned maintenance issues can result from incorrect schedule configuration, contract dates, object selection or previously processed visits.
Unexpected contract coverage
When a Service Call does not receive the expected contract conditions, verify that the Service Object is included in an active Service Contract for the relevant date. Review the applicable SLD, Call Type, object scope and Coverage Type.
Warranty not applied
When warranty treatment is missing or incorrect, check the Service Object's warranty information, the applicable warranty rules and the financial configuration. Verify whether the expected warranty Project Integration and Project Categories have been selected.
Planned maintenance not generated
When maintenance visits are missing, review the contract status, Visit Schedule, Service Schedule and its relationship with the Object Type. Check the planned maintenance selection filters, proposed visit settings and Visit ID status to determine whether the visit was never generated, has already been processed or was cancelled.
Incorrect maintenance dates
When forecasted maintenance dates differ from expectations, review the schedule frequency or interval, rollout start date, calendars and applicable visit margins. For dynamic or meter-driven maintenance, also verify previous realization dates, counter readings and recalculation behavior.
Introduction
Financial troubleshooting should follow the relationship between the Service Call, Service Task, Project Integration and actual project transactions. Incorrect amounts or missing invoice lines should be traced to their source rather than corrected only at the invoice level.
Incorrect chargeability
When a transaction is unexpectedly chargeable or non-chargeable, review the Service Call's SLD and Project Integration. Check the resulting Project Category, Line Property and Invoice Status on the actual project transaction.
Invoice proposal not created
When expected transactions are unavailable for invoicing, confirm that the related Service Tasks have been realized and the Service Call has reached the appropriate closure status. Review the project transactions, chargeability, project contract and any blocking financial configuration.
Unexpected invoice amounts
When an invoice contains unexpected amounts, compare the forecasted and actual Service Task transactions. Review pricing, contract coverage, Visit Tariffs, Revenue transactions and alternative labor billing methods such as Hours via Revenue.
Contract invoice differences
For periodic contract invoices, review the invoice schedule, Invoice Group, next invoice dates and any contract addenda. Adjustment and settlement lines should be considered when reconciling the invoiced amount with the current contract value.
Introduction
When an issue cannot be resolved through functional investigation, it should be documented and escalated with sufficient information for technical analysis. A complete support case reduces repeated investigation and helps distinguish product behavior from customer-specific configuration or extensions.
Required information
A support case should contain the environment, legal entity, installed HSO Service Management version, relevant Microsoft Dynamics 365 for Finance and Operations version, affected record numbers and a clear description of the problem. Include the expected behavior, actual behavior, reproduction steps, error messages, infolog details and screenshots where applicable.
Reproduction
Where possible, reproduce the issue in a test or reference environment. Determine whether the same behavior occurs with another Service Object, Service Call or Service Task and whether it is limited to specific data, users, configuration or a particular process.
Support boundaries
Before escalation, determine whether the issue relates to standard product functionality, configuration, customer-specific extensions or another integrated application. Issues involving graphical planning, Repair Centre or Mobile Field Service may require investigation of the corresponding product configuration and documentation.
Resolution and follow-up
After identifying and resolving the issue, validate the correction through the original process and any related scenarios. Record the cause, corrective action and relevant configuration changes so that the information can be reused during future support activities.