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Configure the service management for different customers

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Posted on by Amr Saadawy

Hello,

Good day,

I’m trying to configure the service management module in AX 2012 R3 for the service center which provide the after sales service for our customers. When I define a project I use customer fund and so I have to determine specific customer. When I invoice the service order it post to the customer which already indicated in the fund not to the customer I set in the service order. How can make the enable the user to create service order for each customer & post each service order to affect that customer account?

Thanks in advance for your advice

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Jeremy Grosser 5 on at

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RE: Configure the service management for different customers

HI Amr, we also use the service management module and found it difficult to quickly create service orders for customers. You can change the funding source on the contract and from that point forward project transactions will get associated with that funding source. This will work ok if you need to change the customer and leave it alone but continuously changing the funding source will be impractical. We have elected to create a project per customer and generate multiple service orders from the project. So the first service order with a customer does take some time but we utilize the project creation wizard and project templates to expedite the creation.
Amr Saadawy 5 on at

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RE: Configure the service management for different customers

Hi Ludwig

This is a surprising information for me.

Even, No work around! I'll think about the system modification.

Thank you for your help & for your patient

Best Regards,
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Ludwig Reinhard Microsoft Employee on at

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RE: Configure the service management for different customers

Hi Amr,

What you are looking for is not covered in the standard application because you will always need a project contract with the correct funding source setup to get the invoicing correct.

You would thus have to make a system modification to achieve what you need.

Best regards,

Ludwig
Amr Saadawy 5 on at

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RE: Configure the service management for different customers

Hi Ludwig

I did my best to make bigger snapshots. It seems site compress it. Please try those down here.

For your last question, Yes.

As its a service center, I need to minimize the steps required to create the service order. I can't let the customer wait till we create project & project contract. As almost all customers have the same conditions. I need to do pre-configuration.

Snapshot_1

Snapshot_2

Snapshot_3

Thanks

Best Regards,
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Ludwig Reinhard Microsoft Employee on at

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RE: Configure the service management for different customers

Hi,

Can you make a new and larger snapshot-1 it is very hard to identify.

Also, can you let us know what issue you have with this process?

I got that you create a service order, and invoice it through the project to the customer that is setup as the funding source.

That is what I would expect.

Do you want to create a single project and invoice all of your customers depending on the services that were made for them?

Would be great if you could clarify that last part.

Many thanks,

Ludwig
Amr Saadawy 5 on at

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RE: Configure the service management for different customers

Hello Ludwig

Thank you for your patient.

Please find down here a snapshot_1 for the service order for the project “McsCustMaintenance”. This project is funded by customer “C_000000766” as shown on the snapshot_2. I consider this customer as a general customer . When the customer arrives to the service center asking for the service, the recipient select the customer from the drop-down menu on the service order “C_000000014” as shown on snapshot_1. When we post & invoice the transactions affect the customer “C_000000766” snapshot-3 as that customer was defined on the project contract as the funding source.

It very difficult to create project & project contract for each customer will ask for service.

Snapshot-1 Service Order

Snapshot-2 Project & Project Contract Definitions

Snapshot-3 Transactions after posting
Ludwig Reinhard Microsoft Employee on at

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RE: Configure the service management for different customers

Hello Amr,

Your understanding is correct.

What exactly does not work with the invoicing process?

Can you describe this in more detail and possibly share some supporting screenprints?

Many thanks and best regards,

Ludwig
Amr Saadawy 5 on at

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RE: Configure the service management for different customers

Hello Ludwig,

Thanks for your reply.

I already start with these documents.

As I understood, the service order is based on Project which also is based on Project contract. The project contract should have a funding source. I choose customer funding source. Accordingly I should specify the customer. When I invoice the service order, the invoice uses the chosen customer in the funding source of the project contract.

I guess, I may wrongly understood something.

Thanks, & I appreciate if you have more advises or clarification
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Ludwig Reinhard Microsoft Employee on at

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RE: Configure the service management for different customers

Hello Amr,

Have you already checked out the available MS docs sites for the service module?

Please see: docs.microsoft.com/.../service-management

Best regards,

Ludwig