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Dynamics 365 Community / Forums / Small and medium business | Business Central, N... / Service order for item...
Small and medium business | Business Central, N...
Suggested Answer

Service order for items that's NOT been sold by us

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Posted on by Typhooneforrest 29
Hi guys,

Does anyone have an idea/suggestion how to handle a service order with items that's not been sold by us in BC?

We're searching for a smooth way to handle service orders – that’s not sold by us – in Business Central. Business Central is very persistent in telling us that the customer doesn’t have this service item connected to them.

The workflow we wish to accomplish is:
  1. The customer enters the workshop with the equipment that needs serviced (this item is not sold by us).
  2. We register a service order in Business Central. Preferably, with an “Miscellaneous product” that’s set as non-inventory item and enter the serial no. from the equipment. (One of the problems is that BC only accepts a service item that’s connected to a specific customer.
  3. To the item on the service order, we’d like to add a problem description (Fault comment) so the workshop knows what to do and eventually add time and parts to the Service Item Worksheet.
So basically, we want the freedom to create a service order on a generic customer for a generic item without the close relation between a service item and a customer.

Is this possible to achieve?
 
 
I have the same question (0)
  • Suggested answer
    Yi Yong Profile Picture
    Yi Yong 2,598 Super User 2025 Season 2 on at
    Hello Typhoone,
     
    You can skip using the Service Item module if you deem it too troublesome and would like to use a generic non-inventory item.
    However, you can't have serial no. on non-inventory items.
     
     
    You can fill in the 'Misc. product' on the 'Item No.' column without any value on 'Service Item No.'.
    I would suggest using 'Description 2' on the 'Service Order' to replace your serial no.
  • Suggested answer
    Ben Baxter Profile Picture
    Ben Baxter 6,662 Super User 2025 Season 2 on at
    A Service Item is not required to utilize Service Orders.  On the Service Order Line, simply leave the Service Item field blank, add a description then leave the line (arrow down, then back up).  This will establish the line on the Service Order.  At this point you can open the Service Item Worksheet to start recording information (Items and Resources utilized) against the Service Order.
     
    If your business is break-fix, one and done repairs, you can skip the Service Item altogether.
     
    If your business (sales team) can market service contracts or preventative maintenance on the client's product, then I would recommend you establish the Service Item to track the product in your market.  This way it can be used as a sales tool to expand your business.
     
    Your partner should be able to assist you with this process to ensure it is optimized for your business.
     
    P.S. If this was helpful in resolving your issue, please mark it as a Verified Answer to help other forum Users.
     
    Best Regards,
    Ben Baxter
    Accent Software Inc
  • Suggested answer
    Jun Wang Profile Picture
    Jun Wang 8,202 Super User 2025 Season 2 on at
    the previous response from Ben works and below is a screenshot of a preview of service order referencing your requirements. 
    no service item no. filled out
    serial no. populated
    required item and resource for the service order
     
    in my testing, I could post the service order without issue.
     
    Also non inventory item is used for different purposes than service order so BC won't allow you to create a service order based on a non inventory item in spite of the fact the item being serviced is not owned by you. 
     
    Jun Wang
     

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