How to Work on Service Tasks

After you have created a service order or service quote, registered service item lines, and allocated resources to the service items in the order or quote, you can start repairing and maintaining the service items.

Dynamics NAV features a Service Tasks window that gives an overview of all the service items that need attention. Think of it as your service dashboard where you can see what orders are pending, look for and register spare parts, and keep your inventory up-to-date.

To track changes and get a graphical view of your service business, use Dynamics NAV statistics tools for quick, automatically generated charting and analysis.

To work on a service task

  1. Choose the Search for Page or Report icon, enter Service Tasks, and then choose the related link.
  2. If you want a list of service tasks a certain resource or resource group is allocated to, fill in the Resource Filter or Resource Group Filter field and press Enter.
  3. If you want a list of service tasks with a certain response date or response dates within a certain time period, fill in the Response Date Filter field and press Enter.
  4. If you want a list of service tasks with a certain allocation status or repair status, fill in the Allocation Status Filter or Repair Status Code Filter field and press Enter.
  5. Select the service task you want to work on. On the Navigate tab, in the Service Tasks group, choose Item Worksheet. The Service Item Worksheet window opens.
  6. Register standard texts, spare parts, resource hours, and costs as appropriate using the corresponding options in the Type field: , Item, Resource, and Cost.

  7. In the Repair Status field, select the appropriate status.

    NOTE

    Fill in the Repair Status field with the Finished or Partly Serviced status if the service item has been completely serviced or another resource will continue servicing. The Finished or Reallocation Needed status is specified automatically for the allocation entry corresponding to the service item.

To register service operations

When performing a service on a service order, you can register the details specifying the items used, costs incurred, and the time spent. The data you specify is stored in the Service Item Worksheet window. You can update the data when necessary.

  1. Choose the Search for Page or Report icon, enter Service Orders, and then choose the related link.
  2. Open the service order to register the service for, and choose the item line.
  3. Choose Actions, choose Line, and then choose Service Item Worksheet.

  4. On the lines, specify the items used, costs incurred, and the time spent on the service.

    NOTE

    You can also register service directly on the service lines linked to the service order.

To register spare parts

When working on service items in service orders, you may need to use spare parts for the service. The following procedure shows how to register the spare parts you use in the Service Item Worksheet window.

  1. Choose the Search for Page or Report icon, enter Service Tasks, and then choose the related link.
  2. Choose the line that includes the relevant service item, and then choose the Item Worksheet action.
  3. Enter a new service line.
  4. In the Type field, choose Item.
  5. In the No. field, choose the relevant spare part.

  6. In the Quantity field, enter the quantity of items you want to use.

    You can use a similar procedure to register the spare parts on the Service Lines page, which you can open from the Service Order page.

To register spare parts from a service order

  1. Choose the Search for Page or Report icon, enter Service Orders, and then choose the related link.
  2. Open the service order you want to register spare parts for.
  3. Choose the line that includes the relevant service item. Choose Actions, choose Order, and then choose Service Lines.
  4. enter a new service line.

To replace a service item or a service item component

When you service a service item that is composed of components, you may need to replace a faulty component with a new one. Every time that you enter a spare part for a service item with components, you have the option of replacing a component or creating a new one. The new item is not registered as a component of the service item until you post this service line or the service order.

  1. Choose the Search for Page or Report icon, enter Service Tasks, and then choose the related link.
  2. Choose the line that includes the service item, and then choose the Item Worksheet action.
  3. Enter a new service line.
  4. In the Type field, choose Item.
  5. In the No. field, choose the component to replace.

  6. Press Enter. A dialog box opens with three options: Replace Component, New Component, and Ignore. The following table describes the options.

    Option Description
    Replace Component Changes the status of the component you are replacing to not active, and it will appear on the replaced component list for the service item.
    New Component Enters the new component in the component list of the service item.
    Ignore Does nothing to the component list of the service item.

  7. Choose Replace Component.

  8. Choose the component to replace, and then Choose the OK button.

To change the response time for a service item line

When you register a service item line in a service order or quote, depending on whether the service item is on a service contract the response time in hours is automatically entered and the response date and time are calculated accordingly. You can change the response time in hours and the response date and time if you need to.

  1. Choose the Search for Page or Report icon, enter Service Orders or Service Quotes, and then choose the related link.
  2. Choose the service order or quote to open the card.
  3. On the service item line you want to change the response time for, either in the Response Time (Hours) field or in the Response Date and Response Time fields, enter the new response hours or response date and time.

To register fault/resolution codes

After repairing a service item, you can register both the fault code and the resolution code for the item by selecting a combination from the existing fault/resolution codes relationships. The fault and resolution codes will appear in the corresponding fields in the Service Item Worksheet window. You can also register the codes directly in this window.

  1. Choose the Search for Page or Report icon, enter Service Tasks, and then choose the related link.
  2. Choose the line that includes the relevant service item, and then choose the Item Worksheet action.

  3. On the Service Item Worksheet page, choose Fault/Resol. Codes Relationships. The Fault/Resolution Codes Relationships window opens.

    NOTE

    Filters are set on the relationships that are shown in the window by copying the service item group and the fault codes from the Service Item Worksheet window.

  4. Fill out the line. Choose the combination of fault and resolution codes, and then choose OK to copy it to the service item. If an appropriate combination cannot be found, you can create a new combination in the window.

See Also

How to: Set Up Fault Reporting Allocation Status and Repair Status
Service Posting


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