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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / removing a posted serv...
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removing a posted service item out of inventory.

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Posted on by JG-25091601-0 24
Hi there!  A service item was received incorrectly and now I am trying to remove it from showing as 1 in inventory.  When I try adding it to a item journal to remove as a negative adjustment, it won't let me because it is not an item.  I do not have service journals available?  Any ideas on how to reverse this?
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Dynamics 365 Customer Service
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  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,113 Super User 2025 Season 2 on at
    removing a posted service item out of inventory.
    I'm hoping to clarify a bit where your problem lies. If you have screenshots or more details that would certainly help. I'm going to make an educated guess and say that this issue is regarding product inventory in Field Service?
     
    When creating products in Field Service, you have to designate a [Field Service Product Type]. There are three options for this field. (1) Inventory (2) Non-Inventory and (3) Service. This field can only be defined while creating your product, and it is not editable after the product record has been created.
     
    The option you choose has an impact on how the product can be used in Field Service and the related tables. For example, a product that is a "Service" is going to only appear as an option when adding a Work Order Service. Alternatively, Inventory and Non-Inventory products can only be added to the Work Order Product table. This holds true into the Inventory tables, where the system will not allow you to add or remove inventory from a service product (which makes sense, because services are not physical items that can be counted).
     
    The solution, unfortunately, is that you should recreate the product record with the proper [Field Service Type]. Once it is created as an "Inventory" product, you should be able to track and update inventory as expected. See the below links for some more information.
     
     
    If this answer helped, please consider marking as verified.
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,829 Super User 2025 Season 2 on at
    removing a posted service item out of inventory.
    Hello JG-25091601-0,
     

    You've encountered a common issue with service items in Dynamics 365 Field Service and inventory management. Service items, by design, don't typically interact with inventory in the same way as physical items. This is why you're facing difficulties with item journals and negative adjustments.

    Here's a breakdown of the problem and how to address it:

    Understanding the Issue:

    • Service Items vs. Inventory Items:

      • Service items represent labor, services, or other non-physical offerings.
      • Inventory items represent physical products that are tracked in inventory.
      • Therefore, service items do not impact inventory counts.

    • Incorrect Receipt:

      • If a service item was "received" incorrectly, it likely means that a related record (e.g., a work order product, purchase order receipt) was created or updated with an incorrect quantity or status. 

    • Lack of Service Journals:

      • Service journals are not a standard feature in Dynamics 365 Field Service.

      •  

    Solutions and Workarounds:

    1. Correct the Source Record:

      • This is the most crucial step. You need to identify the record that caused the incorrect "receipt" of the service item.
      • Work Order Products: If the service item was added to a work order product, check the quantity and status of that record. Correct the quantity to zero or the correct value.
      • Purchase Order Receipts: If the service item was part of a purchase order receipt, review the receipt record and correct the quantities.
      • Inventory Transfers: If there was an inventory transfer, that is also a place to investigate.
      • By correcting the source record, you'll effectively reverse the incorrect "receipt. 

    2. Adjust Work Order Product Status (If Applicable):

      • If the service item was added to a work order product, ensure that the product's status is set correctly.
      • If the service was not performed, the status should reflect that. 

    3. Manual Adjustments (If Necessary):

      • In some cases, you might need to make manual adjustments to related records.
      • For example, if the incorrect "receipt" affected financial records, you might need to create credit memos or other adjusting entries. 

    4. Auditing:

      • Enable auditing on the related entities (work order products, purchase order receipts) to track changes and identify the source of the error. 

    5. Custom Development (If Required):

      • If you have complex inventory management requirements, you might need to develop custom solutions.
      • This could involve creating custom entities or workflows to track service item usage and adjustments. 

        •  

    Key Recommendations:

    • Identify the Source: Focus on identifying the record that caused the incorrect "receipt."
    • Correct the Source: Correct the quantities or statuses of the source record.
    • Auditing: Implement auditing to track changes and prevent future errors.

    By following these steps, you can effectively reverse the incorrect "receipt" of the service item and ensure accurate inventory management.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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