Chapter 3: Service Orders: Objectives

Chapter 3: Service Orders
CHAPTER 3: SERVICE ORDERS

Objectives
The objectives are:
• Describe how the Service orders form is built up.

• Give an overview of the settings for service order creation.
• Set up service parameters according to the business needs.
• Set up service stages and reason codes.
• Set up service order activity.
• Create sales and marketing activities when creating service orders.
• Create a service order manually.
• Create a service order automatically.
• Create a service order from a sales order.
• Process a service order.
• Post a service order.
• Create an invoice for a service order.
Introduction
Service orders represent the work performed for a customer by the service
company. Each service order is a service call performed by a technician or repair
work performed on a service object.
In Microsoft Dynamics® AX 2012, service orders can be created in the following

ways:
• Automatically, by the system by running the Create service orders

job.
• Manually, from either the service or agreement or directly in the
Service orders form and then attach the service order to the service
agreement.
After you create a service order, you can perform several processes on the service
order and service order lines. You should perform the processes before posting
the service orders and recognizing revenue and costs with regard to the service
performed.
The service order cycle includes several aspects. These range from setting up the
elements for creating the service order by using order creation, through to
creating the final invoice for the service order transactions.
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Microsoft Official Training Materials for Microsoft Dynamics®
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Service Management in Microsoft Dynamics® AX 2012
Building a Service Orders Form

The Service orders form consists of the General FastTab, the Lines FastTab,
and the Line details FastTab. The fields on the General FastTab display the
identification and references about the selected service order. The Lines FastTab
displays the line content of the service order, such as the transaction type,
quantity, and sales price for the line. The fields on the different tabs of the Line
details FastTab display the details of the line selected in the Lines FastTab.
FIGURE 3.1 SERVICE ORDERS FORM
Defining the Settings for Service Order Creation

Before you create service orders manually or automatically, ensure that certain
service order settings are created. These settings are described in the following
sections:
• Service management parameters

• Service stages and reason codes
• Creating service order, service object, and service task relations.
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Service Management Parameters

Set up service parameters in the Service management parameters form before
you create service orders and transfer them to the attached project. Access the
Service management parameters form by clicking Service management >
Setup > Service management parameters. The following table displays the
fields that can be populated in the parameters.
Field/Field Description
group
Calendar Specify the calendar that will be used for the service. When
(General tab) you are automatically or manually creating service orders
that fall on a closed day in the calendar, a calendar conflict
is generated for the service order. If the Calendar field is
left blank, it is assumed that the service system is always
open for scheduling of service orders.
Allow Select this check box to allow posting of manually created
without service orders to a project without attaching the service
service orders to a service agreement. If the check box is cleared,
agreement you must specify a service agreement for the service order
(General tab) before posting the transactions to a project. Connect service
orders directly to a project where, for example, a service is
performed under item warranty. In this situation, a
customer without a preexisting service agreement wants an
item fixed. With the direct attachment of the service order
to a project, you do not have to create a service agreement
for the customer. However, it is still possible to post
transactions associated with the repair of the item.
Default Specify the journal names used when transferring the
journal service orders to the Project management and
names accounting module.
(Journals tab)
Service order Specify values for activities generated in the Microsoft
default Dynamics AX 2012 Sales and marketing module. Refer
activity to the Creating Sales and Marketing Activities When
(Activities Creating Service Orders section for an additional
tab) explanation of service's integration to Sales and
marketing module.
Number Set up the necessary number sequences in the Service
sequences management module. A number sequence must be
(Number specified for a pre-service order line ID and service order
sequences when you create service orders automatically.
tab)
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Create Sales and Marketing Activities When Creating

Service Orders
As mentioned in the preceding table, you can set up the Service management
module to create Microsoft Dynamics AX 2012 sales and marketing activities on
service order creation.
FIGURE 3.2 SERVICE MANAGEMENT PARAMETERS FORM
Procedure: Set Up a Service Order Default Activity

Perform the following steps to set up a service order activity to appear by default
in the service agreements or the service orders:
1. Click Service management > Setup > Service management

parameters > Activities tab.
2. In the Create activity for a Service order field, specify whether an
activity must be generated on either automatic or manual service
order. This activity should be generated when a value is specified in
the Service responsible field, in either the service agreement or
service order header:
o Yes- An activity is always generated when a service order is
created and a value is entered in the Service responsible field in
the service order. The fields in the activity created will contain
the values selected in the Service order activity type field,
Service order category field, and Service order purpose field.
o No- Activities are never created for the service order.
o Prompt- Follow the prompt if an activity is to be created at
service order creation.
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o Advanced prompt- Use the advanced prompt to specify a whole

range of settings on activity creation. These settings override any
settings specified on the parameter level with regard to the
category of activity, type of activity and other categories of
activity setup.
FIGURE 3.3 CREATE ACTIVITY FORM
Specify the service order activity type, service order category, and service order
purpose, and then transfer all these to the activity.
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When the activity is created, it is generated with the start date as specified in the
Date calculated field in the service order. See the following ACTIVITIES
FORM AND SERVICE ORDERS FORM screenshot as an example. You can
view the activity by clicking the Dispatch tab > View group > Activities.
FIGURE 3.4 ACTIVITIES FORM AND SERVICE ORDERS FORM
Service Stages
Before you create service orders, define the service stages in Service
management > Setup > Service orders > Service stages. Use the stage system
to control the flow of a service order through the service organization.
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Notice how the service stages view is displayed in the table format, in following
screenshot—SERVICE STAGES FORM.
FIGURE 3.5 SERVICE STAGES FORM
Set Up Service Stages

When you set up service stages, consider the following:
• Number of stages required.

• How many stages the service orders follow. Create one or more
stages through which the service order passes. The sequence of
stages must contain an initial stage. The initial stage has no parent
stage.
• Parameter settings for the stage.
At each stage, specify the parameter settings to enable or disable the specified
action at the service stage. For example, the Service stages form screenshot
shows that the Post parameter is clear on all service stages except the In process
and Close stages. This prevents any posting of service orders before the service
order has reached the service stage, In process or Close.
Set up branching in the service stage sequence to allow for multiple stage choices
while you continue through the service order stage sequence. Use branching, for
example, to put a service order on hold if certain requirements, such as payment,
must be fulfilled before going on to the next stage.
Create branching service stage sequences by referencing a stage from two or

more stages later in the sequence. In this manner, two or more options can be
created to select from, when going forward in the service stage sequence. The
figure shows that both the In process and Cancel stages reference Planning as
their parent stage.
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For example, if the service order is updated from Planning, the Change service
stage form appears that prompts you to select which service stage to continue to.
Go to Service management > Common > Service orders > Service orders. In
the Service orders list page, select and double-click a service order with the
service stage Planning. In the Lines FastTab, click the service order line, and on
the Service order tab, click Edit.
Click the Dispatch tab > Service stage group > Next stage.
FIGURE 3.6 CHANGE SERVICE STAGE FORM
NOTE: When updating a service order through the various stages set up in
service management, go backward, or forward by clicking Previous stage or
Next stage.
Stage Reason Codes

Set up reason codes to track the reasons for service stage updates. Enable the
reason code for a service stage. When you reach this stage, select a predefined
reason code or enter a free-text reason code.
EXAMPLE: Use reason codes to track reasons for cancellation of service

orders. The reason data can be used later to analyze the performance of the
service operation and explain the reasons for cancellation or postponement of
service orders.
Set up reason codes by clicking Service management > Setup >

Service orders > Stage reason codes > New to create a new reason code.
Specify that a reason code must be entered on updating a service order to a

certain service stage by selecting the Reason check box in the Service stages
form.
At any point in time, view reason codes for a service order to analyze why
specific actions were taken on the current service order.
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Demonstration: View Reason Codes

Perform the following steps to view reason codes:
1. Click Service management > Common > Service orders > Service
orders.
2. In the Service orders list page, select the service order 000320_167.
3. Click the Dispatch tab.
4. In the Service stage group, click Stage reasons.
5. In the Stage reason code field, click the drop-down arrow, and
select the required reason code.
6. Click the General tab.
7. View the reason code trail for the service order. The following
screenshot—STAGE REASONS CODE FORM—shows the
General tab of the Stage reasons form, as opened from the service
order 000320_167. View the reason code and the additional
information.
FIGURE 3.7 STAGE REASONS CODE FORM
Creating Service Orders Manually

In Microsoft Dynamics AX 2012, service orders can be created manually,
directly in the Service orders form, or automatically from a service agreement.
The following describe the circumstances in which users may decide to create a
service order manually.
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Scenarios: Manual Service Order Creation

The following scenarios describe the situations when service orders are created
manually:
• A customer calls and requests an emergency service for a theater

LCD Television. The customer service representative enters the
information as he or she speaks to the customer on the telephone.
Three days later, when the customer service representative is
following up on the billing of the customer, he or she enters the
project ID and verifies customer information to post the service
order.
• The Orchid Shopping Mall that bought an LCD Television Model 1
from Contoso, Ltd. calls and requests service on the television. The
television is still under warranty. The dispatcher creates a manual
service order for the warranty work and links it to a project of the
type Cost, specially created for warranty transactions.
Create a Service Order Header

First, create the service order header. Various settings from the service order
header are displayed, down to the service order lines by default such as project-
related settings, service date, and other settings.
Procedure: Create a Service Order Header

Perform the following steps to create a service order header:
orders.
2. In the Service orders list page, in the New group, click Service
order to create a new service order.
3. On the Action Pane, in the Show group, click Header view to view
all the fields on the General FastTab.
4. On the Service orders tab, in the General FastTab, specify the
following data:
o Service order field: Enter a service order ID, if it is not set up
for automatic creation, and its description.
o Customer account field: View or modify, if different from that
attached to the service order's project, on the General FastTab.
o Project ID field: Select the project ID if a service order is
manually created on the General FastTab. The project ID is the
minimum requirement for posting the service order. Posting of
the service order without a service agreement ID is only allowed
if the Allow without service agreement service check box is
selected in the Service management parameters form >
General tab. If the service order is automatically created, the
project ID is filled automatically with the project attached to the
service agreement.
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o Service agreement field: Select the service agreement to which

the service order is attached. This field is automatically filled
with the service agreement ID if the service order is
automatically created.
o Preferred service time field: Enter the preferred service time for
the service order. The Preferred service time field specifies the
date and time within which the service order must be completed.
If service orders are created automatically, the Preferred service
time field is automatically populated with the date calculated
based on the service interval, the service orders setting, and the
time window setting.
o Service responsible field: Select the worker responsible for the
service order.
o Preferred technician field: Select the worker that the customer
prefers for the service order.
Create a Service Object and a Service Task Relation with

a Service Order
Attaching service objects or service tasks, or both, to a service order, to create
service orders or service order lines manually, is identical to the process in the
service agreement, however, the relationships are created from the service order.
In addition, create repair transactions from the Service orders form and update
the service Bill of Materials (BOMs) attached to the service object. Both areas
are covered in the Repair In Microsoft Dynamics AX 2012 and Service
Management Bill of Materials sections of this training content.
NOTE: Although the service object or the service task relationships specified on
a service agreement are available to all attached service orders, on a service
order, the service object or service task relationships are unique to the service
order and are not available to other service orders.
Create Service Order Lines Manually

Create a service order line manually, either line by line, or by copying a service
agreement line, service template line, or service order line into the service order.
The following procedure describes the line-by-line creation.
Procedure: Create a Service Order Line

Perform the following steps to create a service order line:
orders.
2. In the Service orders list page, double-click an existing service
order to open the Service orders form for the service order.
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3. On the Action Pane, in the Show group, click Line view to view the
fields on the Lines FastTab, and Line details FastTab.
4. On the Lines FastTab, click Add to create a new service order line
and specify the following details:
o Sign-off field: Select this check box before posting the line.
There are also several settings that are system determined.
o Transaction type field: The transaction type determines the
category specified for the line.
o Worker field: Specify the worker who should perform the
service if the worker specification is set up as Mandatory or
Lookup for the category (Project management and
accounting > Setup > Project management and accounting
parameters > General tab, Category/worker field).
o Quantity field: Specify the quantity of the units that the service
order is created for.
o Category field: Select the category for the transaction type.
o Description field: Enter a brief description for the transaction.
o Service object relation field: Select the object that the service
order is created for.
o Service task field: Select the service task for the service order.
o Item number field: Select the item number identification for the
service order with the item transaction type.
o Sales currency field: Select the currency for the transaction.
o Sales price field: Enter the sales price for the transaction.
5. In the Line details FastTab, make the following settings for the
service order selected in the Lines FastTab:
o On the General tab, specify the following data:
• Description field: Enter or modify a brief description for
the service order line.
• Text field: Enter brief text for creating a memo for the
service order.
• Posting date field: Enter or modify the date for posting
the service order line.
• Specify the service time, that is the expected start and
end times for the task in the agreement line. View the
time per task on other reports such as the work
description and work receipt.
o On the Project tab, view, specify or modify the following:

• Activity number field: Enter or modify the activity
number.
• Category field: Enter or modify the category for the
transaction.
• Line property field: Enter or modify the line property.
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• Worker field: Enter or modify the worker for the service

order.
• Description field: Enter or modify the description of the
transaction.
o On the Prices tab, specify the price settings. These values are
displayed by default from the project but can be modified.
o On the Financial dimensions tab, specify the financial
dimension for the service order.
o On the Product dimensions tab, specify the product dimensions
for item transaction types.
NOTE: A service order can also be created manually from a predefined service
agreement. In this situation reference information from the customer that
includes service agreement information, project, address settings, service object,
and service task relations are displayed by default from the service agreement.
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Lab 3.1: Create and Process a Manually Created Service

Order
Prerequisite: Click Project management and accounting > Setup > Project
management and accounting parameters > General tab. Set all the parameters
in the Validation field group to None.
Scenario
The Football Stadium calls and wants service to be performed on their Car Audio
and LCD projectors service objects. These objects are still under warranty. The
setup for the service order is as follows:
• It is attached to the project10004.

• The same set of service tasks used for the service template
SA000000, must be used for this warranty service order. However,
enter a different service object, namely, the Car Audio and LCD
projectors service object.
• An additional item 1000 is used during the service. It is issued from
warehouse 21. This item is always available and is consumed in the
process of service.
Challenge Yourself!
1. Create the service order manually for the specified service object and
copy the lines from the service agreement template, SA0000006.
2. Add the service order line to the service order.
3. After completing the service order, ensure the following:
o The line with transaction type Expense has the cost currency and
an offset account specified.
o The line with transaction type Item has a warehouse specified
for the item.
4. Update the stage to In process.

5. The item, 1000, is not needed for consumption; cancel the line for
the item.
6. The service order is finished; post the service order to the project.
Need a Little Help?
1. Create the service order directly in the Service orders form.

2. Attach the service order to the project.
3. The new line for the item, 1000, is an additional line to those copied
from the service agreement template, SA0000006.
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4. To cancel a line, the service order must be at a stage that allows for
cancellation.
5. Remember that the stages and the sign-off must be updated before
service orders can be posted.
Step by Step
Perform the prerequisite task.
1. Click Project management and accounting > Setup > Project

management and accounting parameters.
2. On the General tab, in the Validation field group, verify that all the
parameters are set to None.
3. Close the Project management and accounting parameters form.
Create the service order manually.
orders.
2. In the Service orders list page, on the Action Pane, in the New
group, click Service order.
3. In the General FastTab, in the Description field, type “The Football
Stadium.”
4. In the Project ID field, select project 10004. Verify that the
customer account is 2124.
5. In the Relations group, click Service objects.
6. In the Service objects form, click New to create a new line.
7. In the Service object field, click the drop-down arrow and select the
Service object Car with the description Car audio.
8. Click New.
9. In the Service object field, click the down arrow and select the
Service object LCD with the description LCD Projectors.
10. Close the Service objects form.
Copy the template lines.
1. On the Action Pane, click the Dispatch tab.

2. In the Maintain group, click Copy template lines.
3. In the Tree control area, expand the Maint, Periodic maintenance
node.
4. Expand the MaintHTS, Periodic maintenance of home theatre
systems node.
5. Select the service agreement template SA000006.
6. In the Lines area, click the check box on the left of the Transaction
type field to select all the lines.
7. Click OK.
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8. Ensure that for the lines of transaction type Expense on the Line
details FastTab, Prices tab, the cost currency is USD.
9. Ensure that the Offset account field is populated.
Attach the service object and the service task to the service
order lines.
1. In the Lines FastTab, select the line with the transaction type Hour.
2. In the Service object relation field, click the arrow and select the
relation created for Car.
3. Select the line with the transaction type Expense.
4. In the Service object relation field, click the arrow and select the
relation created for LCD.
5. Click Add to create a new line.
6. In the Transaction type field, select Item.
7. In the Item number field, click the arrow and select 1000.
8. In the Category field, view Television.
9. Click the Line details FastTab > Product dimensions tab.
10. In the Warehouse field, verify that the service order line has the
warehouse dimension 21 specified.
Change the service stage.
1. In the Service stage group, click Next stage.

2. In the Change service stage form, select the line with the service
stage Cancel and then click OK.
3. In the Enter stage reason code dialog box, in the Stage reason code
field, click the arrow, and select Cancelled by customer.
4. Click OK.
5. Select the line for the item 1000.
6. To cancel the line for the item 1000, click Cancel order line.
7. Minimize the Service orders form to view the Service orders list
page.
8. In the Service orders list page, in the Service order stage field,
view the status Cancel.
9. Restore the Service orders form.
11. On the Action Pane, in the Service stage group, click Previous
stage.
12. Minimize the Service orders form to view the Service orders list
page.
13. Refresh the Service orders list page. The Service stage field in the
Service orders list page displays Planning.
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15. In the Service stage group, click Next stage.
16. In the Change service stage form, select the line with the service
stage In process and then click OK.
Post the service order.
1. Restore the minimized Service orders form.

2. On the Action Pane, click the Service order tab.
3. In the Maintain group, click Edit.
4. Select the Sign off check boxes for all the service order lines.
5. On the Action Pane, click the Invoice tab.
6. Click File > Refresh.
7. In the Post group, click Service order to post the service order.
8. In the Post service orders dialog box, enter the current dates in the
From date and To date fields.
9. Select the Show infolog check box.
10. Select the check boxes in the Include transaction types field group.
11. Click OK.
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Creating Service Orders Automatically

The Service management module can be used to create service orders
automatically, based on predefined service agreements. To be a profitable service
company, service visits must be repeatedly generated. The Create service orders
feature provides a flexible user-friendly method to schedule these repeated
instances of service according to different service agreements previously set up
in the Service agreements form.
The Create service orders job creates service orders based on the data in the
following fields:
• Service agreement, primarily the following fields:

o Combine service orders (Service agreement FastTab)
o Suspended status of the service agreement (Service
agreement FastTab)
• Service agreement line, primarily the following fields:

o Service interval (Lines FastTab)
o Time window (Line details FastTab, Time tab)
o Stopped status of the service agreement line (Line details
FastTab, Time tab)
Combine Service Orders, Service Intervals, Time

Windows, and Automatic Service Creation
The topic on service agreements dealt briefly with combine service order
settings, time intervals, and time windows. These elements combine with settings
on the service agreement lines to create service orders on particular dates with
groupings of service order lines into service orders.
Combine Service Orders

In the service agreement header in the Combine service orders field, specify
how service order lines are grouped when automatically created from a service
agreement. For example, selecting By employee groups, the service order lines
are grouped into service orders by the employee attached to them. In this manner,
only one worksheet is created for each employee.
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Demonstration: Combine Service Orders

This demonstration contrasts combining service orders by service agreement with
combining service orders by service object when automatically creating service
orders.
1. Go to Service management > Common > Service agreements >

Service agreements.
2. In the Service agreements list page, click the Service agreement
tab > New group > Service agreement.
3. In the Service agreements form, in the Project ID field, select
10001.
4. Click File > Refresh to refresh the page.
5. On the Action Pane, in the Relations group, click Service objects.
6. Click New.
7. In the Service object field, click the drop-down arrow and select
CRT.
8. Click New.
9. In the Service object field, click the drop-down arrow and select
LCD.
10. Close the Service objects form.
11. On the Action Pane, in the Relations group, click Service tasks.
12. Click New.
13. In the Service task field, click the drop-down arrow and select
Inspection.
14. Click New.
15. In the Service task field, click the drop-down arrow and select
Professional service.
16. Close the Service tasks form.
17. In the Lines FastTab, click Add to create a new line. Create two
service agreement lines, and enter the details in the fields based on
the details in the following table.
Transaction type Hour Expense

Worker Benjamin Martin Allison Brown
Start date Current date
End date 12/31/2012
18. In the Combine service orders field click the arrow and select By
service agreement.
19. On the Lines FastTab, click Create service orders.
20. In the From date field enter the same date as the Start date field
specified for the service agreement and the To date field to the end
of the next month.
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21. Select all check boxes in the dialog box.

22. Click OK.
An Infolog message informs you of the service orders created.
23. Close the Infolog message.

24. On the Action Pane, click the Deliver tab.
25. In the Service orders group, click View. Note how many service
orders are created.
26. Close the Service orders form.
27. In the Service orders group, click Delete.
28. In the Delete service orders dialog box, click OK.
29. On the Action Pane, click the Service agreement tab.
30. In the Maintain group, click Edit.
31. In the Combine service orders field click the arrow and select By
service object.
32. On the Lines FastTab, click Create service orders.
33. Set the From date field to the same date as the Start date field for
the service agreement and the To date field to the end of the next
month.
34. Select all check boxes in the dialog box and then click OK.
Notice that when the Combine service orders field is set to By service object,
the service orders are created based on the number of service objects. Where
service agreement is selected the service order lines can be combined in any way
as long as they are combined into service orders from the same service
agreement.
Service Intervals
The service interval indicates the frequency with which service order lines are
created for a service agreement line when automatically creating service orders.
When service orders are automatically created, the service order lines are created
according to the interval specified for the service agreement line from the start
date of the agreement line. If a service interval is not specified on the line, the
agreement line is a onetime event.
Example
A service agreement has the start date as 1/1/2012. Create the following service
agreement line for the service agreement:
Agreement line Start date Service Service Time

number interval object window
1 1/1/2012 Every 10 Receivers Blank
days
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Click Create service orders and type 1/1/2012 in the From date field and
2/29/2012 in the To date field.
Because there is no service order grouping specified for the service order other
than by service agreement, one service order line is created per service order. The
following service order and one service order line are created:
Service order Service date

1 1/2/2012
2 1/11/2012
3 1/23/2012
4 1/31/2012
5 2/10/2012
6 2/20/2012
When service orders are automatically created by using the Create service orders
job, the service order lines are calculated according to the interval from the start
date of the line.
Time Windows
Time windows help optimize the number of service orders and visits to the
customer.
Specify the timeframe within which a service order line can move, relative to its
calculated date. The calculated date is the date the service order line is scheduled
for, according to the start date of the agreement line and the service interval
specified.
Select the following time window settings:
Method Description
Week Service order lines can be moved within the week that
their calculated date falls in. It can be grouped into
service order under the earliest calculated date for the
service order line.
Month Service order lines can be moved within the month
that their calculated date falls in. It can be grouped
into the service order under the earliest calculated date
for the service order line.
Manual Manually define the time window within which
service order lines can move. Refer to the following
demonstration for more information about a manual
time window setting.
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Demonstration: Use Time Windows to Minimize the

Number of Service Orders Created
This demonstration is an example of how a time window specified on a service
agreement line enables service order lines to be grouped together into service
orders.
1. Go to Service management > Common > Service agreements >

Service agreements.
2. In the Service agreements list page, select the service agreement
line with SA000011.
3. Double-click the service agreement SA000011 line to open the
Service agreements form for SA000011.
4. On the Lines FastTab, ensure that the service interval is ten days.
5. Click the Line details FastTab > Time tab and ensure that the Time
window field is populated with the value 14 days B&A.
6. On the Lines FastTab, select the service agreement line and then
click Create service orders.
7. In the Create service orders dialog box, in the From date field,
type "11/1/2011" and in the To date field, type "12/31/2011".
8. Select the Show Infolog and Hour check boxes.
9. Click OK.
An Infolog message informs you about the number of service orders generated
and the respective service order numbers to identify the service orders.

11. Close the Service agreements form.
orders.
13. In the Service orders list page, double-click the service orders
created in this demonstration, one by one, to open the Service orders
form.
14. In the Show group, click the Header view button to view the
Preferred service time in each service order. Click Line view > Line
details FastTab and notice the following: details:
o The first service order line has a service date of 11/09/2011 with
a calculated date of 11/09/2011. The second service order line is
calculated by the system to fall on 11/19/2011 but could move
up to 14 days back in time that is to a date before 11/09/2011,
because of its time window. The second service order line is
therefore grouped with the first service order line into a service
order on 11/09/2011.
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o The second service order is created on the day the third service
order line is scheduled to fall, which is on 11/29/2011. The
fourth service order line is calculated to fall on 12/09/2011.
However, because it can, according to its time window, move
back 14 days, it can be included in the second service order.
o The third service order has a service date of 12/19/2011, because
the fifth service order line is scheduled to fall on 12/19/2011 and
cannot be moved together with the third and fourth service order
lines. The sixth service order line is scheduled to fall on
12/29/2011, but as its time window enables it to move up to ten
days back in time it can be grouped with the fifth service order
line on the third service order.
Create a Service Order Automatically

The following procedure explains the setup within the Create service orders
form when you create service orders.
Users can create service orders from the following locations in the Project
management and accounting and Service management modules:
• Click Service management > Periodic > Service orders > Create
service orders.
NOTE: Service orders are automatically created for those service agreements
for which service orders are not already created from the Service agreements
form.
• Click Project management and accounting > Common >

Projects > All projects. Select a project and on the Action Pane,
click the Manage tab. In the New group, click the Service arrow and
then select the Service order option. Create service orders for the
service agreements attached to the selected project.
• Click Service management > Common > Service agreements >
Service agreements. Double-click a service agreement line to open
the Service agreement form. On the Lines FastTab, create a new
service agreement line, or select the existing service agreement line
and then click Create service orders. Create service order for the
selected service agreement. Alternatively, create service orders
automatically from the individual service agreement line.
3-23
Procedure: Create a Service Order Automatically from a

Service Agreement
Perform the following steps to create a service order automatically from a service
agreement:
1. Click Service management > Common > Service agreements >

Service agreements.
2. In the Service agreements list page, select a service agreement.
3. Double-click the service agreement line to open the Service
agreements form.
4. On the Lines FastTab, create a new service agreement line or select
the existing service agreement line and then click Create service
orders.
5. Specify the following parameters in the Create service orders
dialog box:
o Period for which to create service orders.
o Type of transactions to create. For example, If only Hour is
selected, service order lines of the Hour type only are created.
6. Select Continuous and service orders are created for all dates
starting from the service agreement start date, even for those service
orders that are deleted.
7. Click OK.
8. To view the service orders, on the Action Pane, click the Deliver tab
and in the Service orders group, click View.
3-24
Lab 3.2: Create Service Orders Automatically

Scenario
The Rainbow Hotel wants to create a service agreement for several LCD
televisions.
The agreement has the following specifications:
Service agreement settings Value

Project 10003
Service agreement start date January 1, 2012
Service agreement end date December 31, 2012
Combine service orders By service agreement
Service agreement line Transaction type: Hour
Worker: Shannon Dascher
Category: Service
Service interval: Weekly
Start date: 1/1/2012
The service manager starts by creating service orders for the first half of 2012.
The service agreement with Rainbow Hotel is going well. Just before the current
series of service orders is about to run out the manager of the hotel calls and
states his or her satisfaction with the agreement. However, the manager wants to
reduce the frequency of service visits so that they are less of a disruption to the
daily operations of the hotel.
As a result, the service manager applies time windows to the service agreement
lines to optimize service order generation for the second half of 2012. The time
windows are applied as 14 days. The service manager generates service orders
for the second part of the year.
Challenge Yourself!
1. Create a service agreement according to the specification in the

scenario and add a service agreement line with transaction type
Hour.
2. Generate service orders for the first half of the year. Note the number
of service orders generated.
3. Apply the time windows to the service agreement lines to optimize
service order generation.
4. Create service orders for the second half of the year. Note the
number of service orders created for the second half of the year.
3-25
Need a Little Help?
1. Verify the number of service orders generated by right-clicking in

the Infolog message that appears after service order creation, and
then select Copy as a list to clipboard, and copy and paste the list
into Microsoft® Excel®.
2. Apply time windows by selecting the line, clicking the General tab,
and entering a value in the Time window field.
Step by Step

Service agreements.
2. In the Service agreements list page, on the Action Pane, in the New
group, click Service agreement.
3. In the Service agreements form, in the Description field, type "For
Rainbow Hotel".
4. In the Project ID field, click the arrow to select the project ID
number 10003, specified for service Rainbow Hotel.
5. In the Combine service orders field, click the arrow to select By
service agreement.
6. In the Start date field, type "1/1/2012".
7. In the End date field, type "12/31/2012".
8. On the Lines FastTab, click Add to create a new line.
9. In the Transaction type field, click the arrow and then select the
Hour option.
10. In the Worker field, click the arrow and then select Shannon
Dascher.
11. In the Category field, click the arrow and then select Service.
12. In the Service interval field, click the arrow and then select Weekly.
13. In the Start date field, select the date as 1/1/2012.
14. Click Create service orders.
15. In the Create service orders dialog box, in the From date field,
type "1/1/2012".
16. In the To date field type "6/30/2012".
17. Select the Show Infolog check box.
18. Select all the check boxes in the Include transaction types field
group.
19. Click OK. An Infolog message is generated that informs you that a
total of 26 service orders are generated.
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21. In the Service agreements form for Rainbow Hotel, expand the Line
details FastTab.
22. Click the Time tab.
23. In the Time window field, click the arrow and select the 14Days
B&A option.
24. On the Lines FastTab, click Create service order.
25. In the Create service order dialog box, in the From date field, type
"7/1/2012".
26. In the To date field type"12/31/2012".
27. Click OK. This time, the Infolog message generated informs you
that only nine service orders are created.
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Creating a Service Order from a Sales Order

You can create service orders directly from sales orders by using the Create a
new service order based on a sales order wizard.
Procedure: Create a Service Order from a Sales Order

Perform the following steps to create a service order:
1. Click Accounts receivable > Common > Sales orders > All sales
orders.
2. In the All sales orders list page, select the sales order for which to
create a service order.
3. On the Action Pane, in the New group, click Service order.
4. In the Create a new service order based on a sales order wizard,
in the Welcome window, click Next.
5. Perform the following steps in the Select agreement for service
order window:
o In the Service agreement field, click the down arrow to select
the service agreement with which the new service order is
associated.
o In the Project ID field, click the down arrow to select the project
to associate this service order with, if required.
6. Click Next.
7. In the Create service order window, perform the following steps:
o In the Preferred service time field, enter a date and time for the
service call to start.
o In the Description field, modify the text, if required, which by
default, is the description of the service agreement selected on
the previous page, or blank, if only a project was selected.
o In the Service responsible field, select the ID of the employee
who is responsible for the agreement.
o In the Preferred technician field, select the ID of the customer's
preferred technician for the service call, if this information is
available.
o In the Contact ID field, click the drop-down arrow to identify
and select the person in the customer's company to contact.
8. Click Next.
9. In the Wizard completed window, click Finish.
An Infolog message informs you about the service order created and about the
service order number.
3-28
Item Requirements, Canceling, and Deleting Service Orders

When a service order is created, there are several actions that can be performed
to the service order. These actions include managing an item requirement from
the service order, canceling, deleting and posting service orders.
Create an Item Requirement

Items can be consumed in a service order in two ways: by creating an item
requirement, or by specifying service order lines of the type Item for the service
order.
• Use item requirements when special items are consumed to complete

a service order.
• Use service order lines (service agreement lines) of the type Item if
items are ordinarily consumed during service and the item is always
in stock. For example, if fuses are routinely replaced, these items can
go into a service agreement line or service order line of the type
Item. The lines of type, Item, are chargeable or no chargeable,
depending on the line property for the line.
The item requirement functionality available from a service order is identical to

that available from Project management and accounting > Common >
Projects > All projects. Therefore, item requirements with regard to service
order have the following properties:
• An item requirement that is created from a service order is

automatically attached to the project that the service order is
associated with.
• Items that are sold by using an item requirement are drawn from the
site specified in Product information management > Common >
Released products > Manage inventory > Order settings >
Default order settings > Sales order tab, and the warehouse
specified on Product information management > Common >
Released products > Manage inventory > Order settings > Site
specific order settings > Sales order tab. Items that are consumed
as service order lines of the type Item, are drawn from the site
specified in Product information management > Common >
Released products > Manage inventory > Order settings >
Default order settings > Inventory tab, and the warehouse
specified in the Product information management > Common >
Released products > Manage inventory > Order settings > Site
specific order settings > Inventory tab.
• Item requirements are a type of sales order. Therefore they appear as
a sales order of the type, Item requirement in Accounts receivable >
Common > Sales orders > All Sales order. However, notice in the
following screenshot—SALES ORDER FORM—that all updates of
the item requirement are controlled from the item requirement itself.
3-29
Posting updates from the sales order of type Item requirement are
all blank.
FIGURE 3.8 SALES ORDER FORM
On the Action Pane, click the General tab > Related information group >
Posting. In the Postings form, view the details of the picking list that is created
for the item requirement, and register the pick. Additionally, the order can be
packing slip updated. However, item requirements can only be invoiced from the
project for the service order.
NOTE: An important difference between using item requirements and lines of the
type Item is that with item requirements, item quantities can be partially picked
and delivered. However, with lines of type Item the quantity is consumed at the
same time when the line is posted.
• In addition to posting, several tasks can be performed directly from

the item requirement:
o You can specify an alternative delivery for the item requirement.
o All the functions that can be opened from a sales order line are
available from the Inventory button.
Procedure: Create an Item Requirement

Perform the following steps to create an item requirement:
1. Go to Service management > Common > Service orders > Service

orders.
2. In the Service order list page, double-click the service order line to
open the service order where an item requirement needs to be
created.
3. On the Lines FastTab, click Add to create a new line.
4. In the Transaction type field, select "Item".
5. In the Item number field, select the item number for the transaction.
6. On the Action Pane, click the Dispatch tab
3-30
7. In the Item group, click Item requirement.

8. In the Item requirements form, click New to create a new record.
9. Enter information in the Item name form as required.
10. Click Posting and select the Picking list option.
11. In the Posting picking list form, click OK to post the picking list for
the item requirement.
12. In the Microsoft Dynamics warning dialog box for the printing of
the picking list, click OK.
13. In the Product name form, click Posting and select the Picking list
registration option.
14. In the Picking list registration form, click Updates > Update all
option or the Update selected option, as required.
15. Close the Picking list registration form.
16. In the Item requirements form, click Posting > Packing slip.
17. In the Packing slip posting form, click OK.
18. In the Microsoft Dynamics warning dialog box for the printing of
the packing slip, click OK.
19. Click Inquiries > Sales order option to view the sales order created
for item requirement.
Cancel Service Orders

Service orders or service order lines can be canceled if the stage of the service
order allows for cancellation. Refer to the Service Stages section for more
information.
Scenario
The Orchid Shopping Mall has a service agreement, SA000008, with Contoso,
Ltd. A service is scheduled for December 20, 2011. The manager of Orchid
Shopping Mall calls and explains that the mall will be closed on December 20,
2011 for an electrical refit. Therefore, the service cannot be performed. The
dispatcher updates the service stage to Cancel, cancels the service order for
December 20, 2011, and specifies a reason code and description for the
cancellation.
Later, the manager calls to apologize. The refit will be completed on December
19, 2011.Therefore, the technician can perform the service on December 20,
2011. The dispatcher revokes the cancellation.
3-31
Procedure: Cancel a Service Order

To cancel a service order or service order line in the service stage, the order is
updated to enable cancellation of the order. Perform the following steps to cancel
a service order or service order line:
orders.
2. In the Service orders list page, select the service order.
3. On the Action Pane, click the Dispatch tab and in the Service stage
group, click Next stage, or Previous stage to update the service
order to a stage that allows for cancellation of the service order.
4. In the Change service stage form, click the line with service stage
Cancel and then click OK.
The service order or service order lines have a Canceled status. Transactions
with the Canceled status are not posted to the project when you post service
orders to the project.
Select the canceled service order or service order line, and update the service
stage of the service order to Cancelled by clicking Previous stage in the Service
stage group on the Dispatch tab. On the Action Pane, click Service order tab >
Maintain group > Revoke cancel to revoke the cancellation.
NOTE: Service orders with item requirements cannot be canceled where the item
requirement’s packing slip is not updated.
Delete Service Orders

If service orders are posted, invoiced, or canceled and some time has passed, you
may have to delete these service orders to clear Microsoft Dynamics AX 2012 of
obsolete data. Only those service orders whose stage allows deletion are deleted.
3-32
Procedure: Delete Service Orders

Perform the following steps to delete service orders:
1. Click Service management > Periodic > Delete service orders.

2. In the Delete service orders dialog box, the Service stage field
displays the stages that allow deletion.
FIGURE 3.9 DELETE SERVICE ORDERS FORM
3. Click Select to specify other criteria to select the service orders for
deletion.
4. Click OK.
Notice that service orders can also be deleted from the service agreement. Again,
only services orders that are updated to a service stage that allows for deletion are
deleted.
Posting Service Orders

The Microsoft Dynamics AX 2012 Service management module is integrated
to, and uses the existing Project management and accounting module
functionality. The Project management and accounting module is the invoicing
engine for the Service management module. To register revenue and costs
arising during the service visit, the service orders or the service order line or both
must be posted to a project associated with the customer.
Depending on the setting of the Allow without service agreement parameter in

Service management > Setup > Service management parameters, post service
orders or service order lines or both by using an attached service agreement, or
directly to the project.
3-33
The following preconditions must be fulfilled on the service order, or service

order line for them to be posted:
• The service order line must be updated to a service stage that allows
for posting. The following screenshot—SERVICE STAGES
FORM—shows that service stages Close and In progress allow for
posting.
FIGURE 3.10 SERVICE STAGES FORM
• The Sign-off parameter must be selected on either the service order

line or on the service order.
Post the service orders, or service order lines in one of the following three ways:
• From the service order, or service order line.

• From the service agreement, for all service orders attached to the
agreement.
• From the project, for all agreements attached to the project.
Post Service Orders from the Service Orders Form

Post the service orders or service order lines directly from the service order.
Scenario
The service technician reports that he or she has finished the service visit on
December 7, 2011 for the service order, 000019-167, attached to SA000004. The
technician delivers his or her worksheet to the dispatcher.
The dispatcher notices that the technician consumed some spare parts and
additional material, and took more time than expected on the job. The dispatcher
updates the increased hour and adds a line of type item consumption for the
service order.
The dispatcher updates the service order stage to Close and then selects the Sign
off check box. The dispatcher clicks Post service order to post the service order
to the journals in the Project management and accounting module.
3-34
Procedure: Post a Service Order from a Service Orders

Form
Perform the following steps to post the service transactions from the selected
service order lines, or service orders to the project:
orders.
2. In the Service orders list page, select a service order.
3. On the Action Pane, click Dispatch tab > Service stage group >
Next stage or the Previous stage to update the service order to a
service stage that allows for posting of the service order.
4. To post individual service order lines, select the Sign off check box
for the individual line. To post the whole service order, select the
Sign off check box on the order header.
5. On the Action Pane, click the Invoice tab, and in the Post group,
click Service orders.
6. Select the required settings in the Post service orders dialog box.
7. Click OK.
The service orders are posted to the specified project journals.
Post a Service Order from a Service Agreement

Post all service orders, or service order lines attached to a specific service
agreement, after ensuring that they are updated with the appropriate status.
Scenario
The customer service representative decides to update all transactions that relate
to the Football Stadium service agreement. The representative first pushes all
updated service orders to a stage that can be posted and signed off into a project
and then selects Post service orders.
Perform the following steps to post all service orders, or service order lines
attached to the service agreement:

Service agreements.
2. In the Service agreements list page, select the Service agreement
from which to post the service order.
3. On the Action Pane, click Deliver tab > Service orders group >
Post.
4. Specify the required settings in the Post service orders dialog box.
5. Click OK.
3-35
Post a Service Order to a Project

Post all service orders attached to a specific project:
• Directly to the project.

• Through a service agreement.
Scenario
Cheetah Concert Hall has decided to end all service contracts. The procurement
policy at the state level requires that they must switch to another service
company. The customer service manager must close all service orders that can be
invoiced. The customer service manager selects project 20002-4 and pulls all
service order transactions from the service agreement attached to the project.
Procedure: Post Service Orders to a Project
Ensure that the service orders selected for posting are moved to a stage that
allows posting. All the service order lines of the service orders must be signed
off. Perform the following steps to post all service orders or service order lines
attached to the service agreements of the selected project:
1. Click Project management and accounting > Common >

Projects > All projects.
2. In the All projects list page, select the project to post service orders
to.
3. On the Action Pane, click the Manage tab > Process group > Post
service orders.
4. In the Post service orders dialog box, enter the information in the
required fields.
5. Click OK.
Invoicing Service Orders

Perform the following steps to create invoice proposals for individual
transactions:
orders.
2. In the Service orders list page, double-click the service order to
open the Service orders form.
3. On the Action Pane, in the Service order group, click Edit.
4. On the Lines FastTab, select the service order line to create the
invoice proposal for and then select the Sign off check box.
5. Click Posting and then select the Post service order line option.
required fields.
3-36
7. Click OK.
10. In the Post group, click Create invoice proposal.
11. In the Invoice proposals form, click New and select the Invoice
proposals option.
12. In the Create invoice proposals form, in the Invoicing method
field, select an option to create the invoice. The options are as
follows:
o Both: Select this option to include the transactions for invoice
and credit notes.
o Invoices: Select this option to include the transactions for
invoices only.
o Credit notes: Select this option to include the transactions for
credit notes only.
NOTE: For invoicing service orders, select either Both or Invoices as the
option.
13. In the Invoice date field, enter the date for the invoice.
14. Click OK.
An Infolog message informs you that an invoice proposal is created for the
specified project contract. Note the invoice proposal number.

16. In the Invoice proposals form, select the invoice proposal created.
NOTE: Different tabs are created in the Invoice proposals form, depending on
the type of journals posted, for example, Hour, Fee, and Expense.
17. Click Post.

18. In the Post invoice proposals form, click OK.
19. In the warning message that is generated, click OK.
Perform the following steps to create invoice proposals for service orders:
orders.
2. On the Service orders list page, double-click the service order to
open the Service orders form.
3. On the Action Pane, in the Service order group, click Edit.
4. On the Lines FastTab, select the Sign off check box for all the
service order lines in the service order.
6. In the Post group, click Service order.
3-37
required fields.
8. Click OK.
An Infolog message informs you that a journal for the transaction is posted.

10. In the Post group, click Create invoice proposal.
11. In the Invoice proposals form, click New and select the Invoice
proposals option.
12. In the Create invoice proposals form, in the Invoicing method
field, select the option to create the invoice. The options are as
follows:
o Both: Select this option to include the transactions for invoice
and credit notes.
o Invoices: Select this option to include the transactions for
invoices only.
o Credit notes: Select this option to include the transactions for
credit notes only
NOTE: For invoicing service orders, select either Both or Invoices as the
option.
13. In the Invoice date field, enter the date for the invoice.
14. Click OK.
An Infolog message informs you that an invoice proposal is created for the
specified project contract. Note the invoice proposal number.

16. In the Invoice proposals form, select the invoice proposal created.
NOTE: Different tabs are created in the Invoice proposals form depending on
the type of journals posted, for example, Hour, Fee, and Expense.
17. Click Post.

18. In the Post invoice proposals form, click OK.
NOTE: If the project to which the service order is attached has multiple funding
sources, the invoice amount is split between the funding sources based on the
allocation rule specified in the project contract. For more information about
multiple funding sources refer to the "Advanced Project Invoicing" training
content in Microsoft Dynamics AX 2012 Projects II manuals.
3-38
Summary
Service orders represent the work that is performed for a customer either at their
site or at the service company itself by:
• Setting up different elements of the service system to support the

creation and processing of service orders.
• Creating service orders manually and automatically.
• Processing, posting, and invoicing service orders.
• Learning about how service orders help to set up a service system to
optimize the flow of information and creation of transactions with
regard to service orders.
3-39
Test Your Knowledge

Test your knowledge with these questions.
1. Where can a service be set up to create sales and marketing activities on a

service order?
( ) Service orders form
( ) Service parameters form
( ) Service agreements form
( ) Projects form
2. What should be considered before setting up the service stages? (Select all
that apply)
( ) Parameter settings for stage
( ) Number of stages
( ) Service time
( ) Branching
3. In what ways can service orders be manually created? (Select all that apply)
( ) By copying a service template line, or service order line into the
service order
( ) Line by line, by clicking the Add button.
( ) From a sales order
( ) By copying a service agreement line into the service order
4. The Create service orders job creates service orders based on the data in the:
(Select all that apply)
( ) Sales order.
( ) Service agreement.
( ) Service agreement line.
( ) Sales order lines.
5. What is the service interval?
3-40
6. Specify parameters that can be applied to a time window? (Select all that
apply)
( ) Month
( ) Quarter
( ) Week
( ) Manual
7. In which two ways can items be consumed on a service order?
3-41
Quick Interaction: Lessons Learned

Take a moment and write down three key points you have learned from this
chapter
1.
2.
3.
3-42
Solutions
Test Your Knowledge
1. Where can a service be set up to create sales and marketing activities on a
service order?
( ) Service orders form
(•) Service parameters form
( ) Service agreements form
( ) Projects form
2. What should be considered before setting up the service stages? (Select all
that apply)
(√) Parameter settings for stage
(√) Number of stages
( ) Service time
(√) Branching
3. In what ways can service orders be manually created? (Select all that apply)
(√) By copying a service template line, or service order line into the
service order
(√) Line by line, by clicking the Add button.
( ) From a sales order
(√) By copying a service agreement line into the service order
4. The Create service orders job creates service orders based on the data in the:
(Select all that apply)
( ) Sales order.
(√) Service agreement.
(√) Service agreement line.
( ) Sales order lines.
5. What is the service interval?
MODEL ANSWER:
The service interval indicates the frequency with which service order lines
are created for a service agreement line when automatically creating service
orders.
3-43
6. Specify parameters that can be applied to a time window? (Select all that
apply)
(√) Month
( ) Quarter
(√) Week
(√) Manual
7. In which two ways can items be consumed on a service order?
MODEL ANSWER:
By creating an item requirement, or by specifying service order lines of the

type Item.
3-44

Chapter 3: Service Orders: Objectives

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Chapter 3: Service Orders

CHAPTER 3: SERVICE ORDERS

• Describe how the Service orders form is built up.

In Microsoft Dynamics® AX 2012, service orders can be created in the following

• Automatically, by the system by running the Create service orders

Building a Service Orders Form

FIGURE 3.1 SERVICE ORDERS FORM

Defining the Settings for Service Order Creation

• Service management parameters

Service Management Parameters

Create Sales and Marketing Activities When Creating

FIGURE 3.2 SERVICE MANAGEMENT PARAMETERS FORM

Procedure: Set Up a Service Order Default Activity

1. Click Service management > Setup > Service management

o Advanced prompt- Use the advanced prompt to specify a whole

FIGURE 3.3 CREATE ACTIVITY FORM

FIGURE 3.4 ACTIVITIES FORM AND SERVICE ORDERS FORM

FIGURE 3.5 SERVICE STAGES FORM

Set Up Service Stages

• Number of stages required.

Create branching service stage sequences by referencing a stage from two or

FIGURE 3.6 CHANGE SERVICE STAGE FORM

Stage Reason Codes

EXAMPLE: Use reason codes to track reasons for cancellation of service

Set up reason codes by clicking Service management > Setup >

Specify that a reason code must be entered on updating a service order to a

Demonstration: View Reason Codes

FIGURE 3.7 STAGE REASONS CODE FORM

Creating Service Orders Manually

Scenarios: Manual Service Order Creation

• A customer calls and requests an emergency service for a theater

Create a Service Order Header

Procedure: Create a Service Order Header

o Service agreement field: Select the service agreement to which

Create a Service Object and a Service Task Relation with

Create Service Order Lines Manually

The following procedure describes the line-by-line creation.

Procedure: Create a Service Order Line

o On the Project tab, view, specify or modify the following:

• Worker field: Enter or modify the worker for the service

Lab 3.1: Create and Process a Manually Created Service

• It is attached to the project10004.

4. Update the stage to In process.

Need a Little Help?

1. Create the service order directly in the Service orders form.

1. Click Project management and accounting > Setup > Project

Create the service order manually.

Copy the template lines.

1. On the Action Pane, click the Dispatch tab.

Change the service stage.

1. In the Service stage group, click Next stage.

14. Click the Dispatch tab.

Post the service order.

1. Restore the minimized Service orders form.

Creating Service Orders Automatically

• Service agreement, primarily the following fields:

• Service agreement line, primarily the following fields:

Combine Service Orders, Service Intervals, Time

Combine Service Orders

Demonstration: Combine Service Orders

1. Go to Service management > Common > Service agreements >

Transaction type Hour Expense

21. Select all check boxes in the dialog box.