Product documentation
This section describes how Service Calls are registered, classified, managed and completed within HSO Service Management. It covers the Service Call lifecycle, customer and contractual context, status management, service levels, diagnostics and the relationship with Service Tasks and financial processing.
This section describes how Service Calls are created, classified, processed and completed within HSO Service Management. It covers the Service Call lifecycle, Call Types and statuses, priorities, Service Level Agreements, diagnostic information, communication, Service Tasks and financial processing.
Introduction
A Service Call is the central record for managing a service request within HSO Service Management. It provides the operational context for registering a request, monitoring its progress, coordinating the required activities and completing the service process.
Service Calls can represent different types of service, including technical support, inspections, maintenance, on-site repairs and workshop repairs. The applicable process is determined by the Call Type and its configured Call Statuses.
A Service Call may be resolved without creating a Service Task, for example by answering a customer question or arranging a direct delivery. When work must be performed by a technician or another resource, one or more Service Tasks can be created under the Service Call.
Service Call information
The Service Call brings together the information required to manage a service request. This includes the customer and contact information, Service Object, applicable Service Contract, request description, Call Type, priority, current status, responsible worker and relevant service level information.
The Service Call also provides access to related Service Tasks, operational notes, status history, project information and associated financial transactions. This allows users to follow the service process from initial registration through completion and invoicing.
Service Call processing
Service Calls follow a configurable process rather than a fixed sequence of statuses. Different Call Types can have different status definitions, deadlines, mandatory information and closing conditions.
The Service Call is normally assigned to a responsible worker who monitors its progress. Service Tasks may be planned and executed by other resources, while the Service Call remains the central record for coordinating and tracking the overall request.
Introduction
Service Calls can be created manually to register a customer request or service-related activity. They can also originate from other Service Management processes, including planned maintenance.
When creating a Service Call, the customer, Service Object and applicable Service Contract provide the context for determining the service conditions and financial treatment.
Creating a Service Call
To create a Service Call manually:
Open the Service Calls list and select New. Depending on the user settings, the system opens a creation form or a blank Service Call form.
Select the customer and, where applicable, the Service Object. These selections filter each other and influence the default invoice customer.
Review the applicable Service Contract. Contract information can be derived from the selected Service Object or entered manually where supported.
Enter the subject, customer reference and description of the service request. Review the visit address and warranty information where applicable.
Confirm the Call Type, Call Status, responsible worker, region, priority and relevant SLA information.
Review the Project Integration ID selected by the system and complete any mandatory classification information.
Save the Service Call. If operational work is required, create the appropriate Service Tasks.
Customer, Service Object and contract context
A Service Call can be registered against a customer without immediately requiring a Service Object. However, a Service Object is required when Service Tasks are created through the standard Service Object project integration.
The selected Service Object and Service Contract influence the available service conditions, applicable coverage, Call Type and financial processing. Warranty information may also affect the Project Integration used for the Service Call.
Project Integration
The Project Integration ID is normally determined automatically from the applicable Service Object, Service Contract, warranty and Call Type configuration.
It determines how the service transactions are processed within Microsoft Dynamics 365 for Finance and Operations. When a Service Task is saved, the system creates the corresponding project structure for the work transactions, unless a manual project has been selected for the Service Call.
Introduction
A Call Type identifies the nature of a service request and determines the process used to handle it. Call Types are configurable and can represent different service processes, such as maintenance, inspection, repair or emergency service.
Each Call Type has its own Call Statuses, allowing the organization to define the steps and exceptions applicable to that particular service process.
Call Type configuration
Call Types can control several aspects of Service Call processing, including whether an active Service Contract is required, whether an idle Service Object is permitted and whether an invoice project is created automatically.
Additional settings include the default Event Code for new Service Tasks, automatic visit lines, scheduling-related information, the working time calendar used for SLA calculations and integration with Mobile Field Service.
These settings determine how the Service Call behaves and which defaults are applied during subsequent processing.
Call Types and financial processing
Call Types also influence the financial treatment of service activities. In combination with the applicable Service Level Definition and Project Integration, they determine how transactions are categorized and whether they are chargeable to the customer.
Different Call Types may therefore use different financial rules even when the underlying Service Tasks are similar.
Introduction
The Service Call lifecycle is controlled by the Call Statuses configured for its Call Type. These statuses represent the steps through which a Service Call can progress, from initial registration to completion and financial closure.
Call Statuses are defined by the organization and are not restricted to a fixed set of system statuses. A repair process, for example, may require different statuses from an inspection or technical support process.
Call Status configuration
Each Call Type contains the Call Statuses relevant to its service process. Typical examples include Created, To be scheduled, Scheduled, In progress, Awaiting parts, Ready for invoicing, Completed and Cancelled.
The status configuration can determine mandatory information, SLA deadlines, action dates and whether the Service Call may be closed. Complaint, Cause and Solution codes can be made mandatory at specific stages of the process.
Automatic Call Status updates
HSO Service Management supports automatic Call Status updates based on changes in related Service Tasks.
The configurable Call status updates table determines when a Service Task status change results in an update of the parent Service Call. The configuration can take account of information such as Call Type, Service Task status, Repair Status, Priority, MFS Status and Event Code.
This functionality also supports situations where multiple Service Tasks exist under one Service Call. Priority settings help determine which task-related status change should control the Service Call status.
For example, completing an inspection Service Task may automatically move the related Service Call to its configured completion status.
Closing a Service Call
Service Calls can be closed manually or automatically, depending on the Call Type and Call Status configuration.
The current Call Status determines whether closing is permitted, prohibited or performed automatically. Before a Service Call can be closed, the required information must be completed and the associated Service Tasks must have reached the required completion status.
For manual closing, select the Service Call and use Manage > Closing > Close call. The action is unavailable when the current Call Status does not permit closing.
Introduction
Service Call classification helps organizations distinguish between different service requests and determine their urgency. The Call Type identifies the service process, while severity and priority provide additional information about the importance of the request.
Severity and priority
HSO Service Management supports a Severity Matrix that can determine the priority of a Service Call from configured criteria, such as impact and urgency.
Depending on the Call Type configuration, severity information can be mandatory. The resulting priority is recorded on the Service Call and can influence the applicable SLA timeline.
Priority and service levels
A higher-priority Service Call may require shorter response or handling times than a lower-priority request.
Call Type SLA configuration allows different deadline schedules to be applied to the same service process, depending on the priority or other configured conditions. This makes it possible to use the same Call Statuses while applying different service level requirements.
Introduction
Service Level Agreements (SLAs) define the time-related commitments for handling Service Calls. Within HSO Service Management, SLA processing is based on the Call Type, its Call Statuses and the applicable service level configuration.
Service levels can be influenced by the Service Object, Service Contract and Service Call priority.
SLA reference date and time
The Service Call contains an SLA reference date and time used as the basis for calculating deadlines.
Each Call Status can have its own deadline configuration. These deadlines are calculated relative to the SLA reference date and time, using the configured working time calendar.
Call Type SLA configuration can provide alternative timelines for particular priorities or service conditions.
Deadlines and action dates
HSO Service Management distinguishes between SLA deadlines and action dates.
An SLA deadline represents the time by which a particular service commitment must be met. An action date is used to identify when the responsible user should take action.
Action dates can be calculated using different methods, including backward from the deadline, forward from the status change or forward from the SLA reference date.
The Service Call list and detail pages use visual indicators to help users identify approaching deadlines and overdue activities.
SLA milestones
When milestone recording is enabled for a Call Type, the system records progress against the configured SLA deadlines.
Status changes can be evaluated against the applicable deadlines, providing information about whether the relevant process steps were completed on time or overdue.
Call Substatuses
Call Substatuses can be used to identify the party responsible for the time spent in a particular Call Status. This information supports SLA analysis and can also determine the default email routing for status notifications.
Introduction
Complaint, Cause and Solution codes provide a structured way to classify service incidents and their resolution.
These codes support consistent registration, analysis and reporting of service-related problems.
Complaint, Cause and Solution
The three classifications represent different stages of the service process:
Complaint Code: identifies the problem or symptom reported by the customer.
Cause Code: identifies the diagnosed reason for the problem.
Solution Code: identifies the action or resolution used to address the problem.
Together, they provide a structured record of what was reported, what caused the issue and how it was resolved.
Mandatory classification
The Call Status configuration can require one or more of these codes before the Service Call can progress or be closed.
This allows the organization to enforce diagnostic registration at the appropriate stage of the service process rather than requiring all information when the request is initially registered.
Diagnostic Tree
The Diagnostic Tree controls which combinations of Complaint, Cause and Solution codes are permitted.
The available codes can be restricted based on the selected Object Type and previously entered classifications. This helps users select relevant diagnostic information and supports consistent reporting.
The codes and Diagnostic Tree configuration can also be imported from Excel.
Introduction
Service Calls provide a central location for recording information about the handling and progress of a service request. This includes customer communication, internal notes, responsibility, status changes and related operational records.
Service Call notes and communication
The Service Call contains information about the original request, customer contact details, progress notes and resolution information.
These records allow the responsible worker and other users involved in the service process to review the current situation and the information recorded during earlier handling activities.
Call tracking
Call Tracking allows time to be registered directly against a Service Call, separately from the labor recorded on Service Tasks.
This functionality can be used for helpdesk or service desk activities that are performed while handling a customer request but are not registered as technician work on a Service Task.
Status history
HSO Service Management maintains a history of Service Call status changes. This provides a record of how the Service Call progressed through its configured lifecycle.
The history can be used together with SLA information and milestones to review the timing and progress of the service process.
Related information
The Service Call provides access to related information such as previous Service Calls, Service Tasks, purchase orders, invoices and project transactions.
This allows users to review both the operational handling of the request and the related financial information without treating these as separate service cases.
Introduction
Service Calls and Service Tasks are closely related but have different responsibilities. The Service Call manages the overall service request, while Service Tasks define the individual activities required to perform the work.
A Service Call can contain multiple Service Tasks, but it does not necessarily require a Service Task to be completed.
Creating Service Tasks
Service Tasks are created under an existing Service Call when work must be planned and performed.
Each Service Task contains its own operational information, including the Event Code, estimated duration, resource requirements, materials and Service Operations where applicable.
The Event Code and Object Type combination can provide default forecasts for the work to be performed.
Multiple Service Tasks
A single Service Call can contain multiple Service Tasks. These may represent different activities, resources or stages of the service process.
Each Service Task maintains its own status and execution information. The parent Service Call remains responsible for the overall progress of the service request.
Automatic Call Status updates can be configured to reflect changes in the related Service Tasks.
Task execution and registration
Service Tasks can be scheduled and assigned to resources. Depending on the configuration, tasks can also be made available through Mobile Field Service for mobile execution and registration.
Completed work, including labor, materials and Service Operations, is registered through the Service Task and its associated project transactions.
The detailed Service Task lifecycle, scheduling and execution procedures are described in the Service Tasks & Execution chapter.
Introduction
HSO Service Management integrates Service Calls with the Project Management and Accounting functionality of Microsoft Dynamics 365 for Finance and Operations. This integration connects operational service activities with the registration of costs, revenues and invoicing.
The financial treatment of a Service Call depends on its context, including the Service Object, Service Contract, Call Type, warranty conditions and Project Integration.
Project Integration
The Project Integration ID determines how service transactions are processed financially. It controls the applicable project categories and line properties for transactions such as hours, materials, expenses, travel and revenue.
The Project Integration is normally selected automatically based on the Service Call context. The configuration determines whether transactions are chargeable or non-chargeable and how they are processed within the project framework.
Service Call projects
When a Service Task is created and saved, the system normally creates a sub-project for the service work under the project structure associated with the Service Object.
The Service Call also supports manual project selection, allowing transactions to be associated with a specified project and project contract where applicable.
This project relationship provides the connection between the Service Call, its operational activities and the financial transactions registered in Microsoft Dynamics 365 for Finance and Operations.
Costs and revenues
Costs and revenues associated with Service Tasks are registered through the corresponding project transactions.
These transactions may include labor, materials, expenses, travel and other service-related amounts. Their financial treatment is determined by the applicable Project Integration, Service Contract coverage and related configuration.
Sales and purchasing
Not every Service Call requires technician work. A Service Call can also be handled through sales or purchasing activities.
For example, a customer request may be resolved by creating a sales order or arranging a purchase order for required materials or external services. Where the transaction must contribute to the Service Object history, the appropriate object-related transaction process is used.
Invoicing and financial closure
Service Call processing can include invoicing of the related project transactions. Depending on the Call Type configuration, an invoice project may be created automatically.
The completion of operational work and the financial processing of transactions are related but distinct activities. Service Call statuses can be configured to support the organization's invoicing and closing procedures.
Detailed information about transaction posting, project integration and invoicing is provided in the Invoicing & Financial Integration chapter.