Chapter 9: Using The Enterprise Portal For Service Management

Chapter 9: Using the Enterprise Portal for Service Management
CHAPTER 9: USING THE ENTERPRISE PORTAL

FOR SERVICE MANAGEMENT
Objectives
The objectives are:
• Describe service order management by the technician in Enterprise

Portal.
• Describe service order management by the customer in the Customer
self-service portal.
• Describe Web service order management.
Introduction
The Service management module provides dynamic management of service
orders and service agreements both for customers and service companies.
Many customers initiate service orders through the Enterprise Portal. The service
orders are then reviewed in Microsoft Dynamics® AX to verify their validity and
determine which team or employee must handle each service order.
By using the customer self-service area and the service management area in
Enterprise Portal, service companies and customers can manage service orders
and service agreements. The service company can manage daily operations and
communication with the service technician regardless of the location of the
technician. The customer can seek information about past, current, and future
service agreements and service orders through the web.
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Microsoft Official Training Materials for Microsoft Dynamics®
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Service Management in Microsoft Dynamics® AX 2012
Service Management Area for Technician in Enterprise Portal

Enterprise Portal provides the service technician access to service data. This
enables the technician to communicate with the service dispatcher through a web
portal.
The Enterprise Portal helps the service technician to perform the following tasks:
• View data relevant for the technician to perform the service

• Connect to the service company to provide details of the service
performed.
The following features are common for the technician and the customer in the
Enterprise Portal:
• Repair lines
• Object lines
• Task lines
• Service agreement lines
For more information about Enterprise Portal, refer to Enterprise Portal

Development in Microsoft Dynamics AX 2012.
Scenario
When Terrence, the technician, starts his day's work, he does not come to the
service company; instead, he accesses the company website to view the day's
service orders. Although he can receive the service orders through other
communication channels, Terrence knows that the website contains the most
updated information.
During the day's work, Terrence receives a call that he must work on an
additional service order. Terrence accesses the website, notes the details of the
service order, and visits the location specified in the service order.
At the end of the day, Terrence accesses the website and records any resource
consumption he had during the day, including hours spent, spare parts used, and
expenses incurred. Terrence also enters his report on the repair lines of the
different service orders.
During the day, Terrence agrees with one of his customers that an additional
service order will be required at a certain point in the future. Terrence creates the
new service order, including details of the expected resource consumption and
the issue at the customer's site.
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Create Service Orders by Using the Enterprise Portal

To maximize efficiency of service, continuous access to the planned service
orders is necessary. The service orders display the scheduled dates when service
is to be performed, along with a record of service performed in the past. The
technician can view details of all service orders.
You can access Enterprise Portal from:
• Microsoft Dynamics AX 2012 (System administration > Setup >

Enterprise Portal > Web sites > View in browser)
• Using the Uniform Resource Locator (URL) as mentioned in the web
site in Microsoft Dynamics AX 2012, but accessed directly through
the web.
NOTE: You may require further permissions to access the Enterprise Portal.
Consult your IT administrator for the required access.
Access Enterprise Portal by using either of the methods mentioned. Then,

perform the following steps to create the service orders:
1. On the Action Pane, click the Service management tab.

2. In the Service management area, click Service orders.
3. View the details of the service orders displayed in the Service
orders list page.
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4. Select the service order line and on the Action Pane, in the Relations
group, click Service objects, or Service tasks to view the service
objects or the service tasks and the repair lines attached to the service
orders.
FIGURE 9.1 SERVICE ORDERS LIST PAGE IN ENTERPRISE PORTAL
Edit Service Orders

Perform the following steps to edit service orders, including signing-off on the
service order, changing the service responsible or updating the date and time
when the service order must be completed.
1. In the Service orders list page, select a service order line.

2. On the Action Pane, in the Maintain group, click Edit to open the
Edit service order form.
3. You can edit the values in the fields in the Identification FastTab,
Lines FastTab, and the Address and contact FastTab.
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4. After you change the values, click Save and close to update the
values.
FIGURE 9.2 EDIT SERVICE ORDER FORM IN ENTERPRISE PORTAL
Procedure: Create and Edit Service Order Lines

Perform the following steps to create service order lines, if the resources used
differ from those previously planned. This can include one or more items, such as
hours spent, additional time taken, or expenses such as mileage.
1. In the Service orders list page, select a service order line.

3. In the Lines FastTab, click Add to create a new service order line.
4. In the New service order line form for the specified service order, in
the Please select a line type window, in the Transaction type field,
select the transaction type.
5. Click Next.
6. In the Adding details to the line window, in the Worker field, click
the drop-down arrow to view the list for the selected field.
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7. Select the worker for the service order line and then click OK.
Similarly specify the values for the following fields.
o Category
o Service object relation
o Service task
o Text
o Quantity
You can create service order lines for two scenarios: for the transaction type of
Item, and for other transaction types. If the transaction type is Item, specify the
details of the item number, item storage dimensions, and the product dimensions
of the item.
8. Click Finish.
NOTE: For a service order line of the type Fee the Quantity field is not visible.
FIGURE 9.3 EDIT SERVICE ORDER FORM IN ENTERPRISE PORTAL
Perform the following steps to edit the service order lines, if the service order
line does not accurately reflect the actual resources spent during the service.
Generally, an hour line may need an adjustment to a higher or lower value to
reflect the actual hours spent.
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In the Service orders list page, select a service order line.
2. Select the service order line, and then modify the required fields.
3. After the necessary modifications are made, click Save and close.
NOTE: Users can delete a service order line by selecting the service order line
and then clicking Remove. A warning will appear if the stage of the service order
does not allow for modification.
Procedure: View and Create Repair Lines

Perform the following steps to view lines for repair operations requested by the
customer and to view how they are handled in the service system.
1. In the Service orders list page, double-click the service order ID in

the selected service order line.
2. In the View service order lines form, in the Related information
group, click Repair lines. View the repair line details.
3. To modify the repair lines, on the Action Pane, in the Default group,
click Edit.
Perform the following steps to create repair lines if more repair operations are
performed than when first entered. This may include additional information
about repair operations that are tried or performed.

group, click Repair lines.
3. In the View service repair lines form, on the Action Pane, in the
Default group, click New.
4. In the Administration FastTab, in the Service object relation field,
click the drop-down arrow, select the required service object relation,
and then click OK.
The service order ID is filled automatically from the service order for which the
repair lines are being created for.
5. In the Repair stage field, click the drop-down arrow, select the
required repair stage, and then click OK.
6. In the Technician field, click the drop-down arrow, select the
required technician, and then click OK.
7. Expand the Symptoms and diagnosis FastTab.
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8. Click the drop-down arrow in the required fields to select the values
and make the necessary modifications in the Symptom, Diagnosis,
and Note field groups.
9. Enter the required repair information, and then click Save and close.
Procedure: View Object Relation Lines

Perform the following steps to view object relation lines and then view the
objects recorded on a service agreement or order. View details about the object
and from the object, view, and make additional repair lines.

group, click Service objects.
3. In the View service object relations form, click the Details icon.
View the details of the individual service object.
Procedure: View Task Relation Lines

Perform the following steps to view task relation lines and then view the service
tasks associated with the service agreements and orders.

group, click Service tasks.
3. In the View service tasks relations form, click the Details icon.
View the individual service task relation including the external note
and internal note.
NOTE: When a customer views the task details, only the external note is
displayed.
Procedure: View Service Agreements

Perform the following steps to view the service agreements between a customer
and the service company.
1. In the Service management area, click Service agreements.

2. In the Service agreements list page, view the following details of
the service agreements listed:
o Service agreement ID
o Description
o Project ID
o Service agreement group
o Start date
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o End date
o Suspended check box
o Service level agreement
3. In the Service agreements list page, double-click a service

agreement ID. In the View service agreement form, view the
service agreement details including the service agreement lines.
FIGURE 9.4 VIEW SERVICE AGREEMENT FORM
Create Service Orders

New service orders are created when the service technician wants to modify a
past or present service engagement between the service company and the service
customer. Generally, a service order is created in the following situations:
1. The technician completes a task in agreement with the customer.

However, this task is not related to the original service order for
which the technician was called. The technician can also visit the
customer as part of regular customer service.
2. The technician diagnosed a problem that will be handled sometime
in the future.
3. The customer requested an additional service visit sometime in the
future.
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Demonstration: Create a New Service Order

Terrence, the Outbound Technician at Contoso, Ltd. just completed a task
according to the agreement SA000011 with the service customer, the Colorado
Airport Terminal 2 - DLP projectors. However, he identified that the projectors
do not work correctly and need repair. Therefore, by using the Enterprise Portal,
he creates an on-the-spot service order for future maintenance.
Perform the following steps to create a new service order:
1. Click System administration > Setup > Enterprise Portal > Web
sites > View in browser.
2. In the Service management area, click Service orders.
3. On the Action Pane, in the New group, click Create service order.
4. In the New service order form, in the Service agreement field,
click the drop-down arrow and select the service agreement
SA000011 (Colorado Airport T2 - DLP projectors) and then click
OK.
5. In the Description field, delete the existing text and type “New
order.”Leave the preferred service time, because it can be updated
later when the service order is confirmed.
6. Click Save and close.
7. In the View Service order form for the service order, in the Related
information group, click Repair lines.
8. On the Action Pane, click New.
9. In the New service repair line form, in the Service object relation
field, click the drop-down arrow and select DLP.
10. Click OK.
11. Expand the Symptom and diagnosis FastTab.
12. In the Symptom field group, for the listed fields, select the specified
options and click then click OK.
o Condition = Physical
o Symptom area = Function
o Symptom code = On/Off

14. Close the View service repair lines form.
15. Close the View service order form.
16. Minimize the Enterprise Portal page.
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Click Service management > Common > Service orders > Web service
orders. The new service order is displayed on the Web service orders list page.
FIGURE 9.5 VIEW SERVICE ORDER FORM
NOTE: Service orders cannot be created on service agreements that are

suspended or if the last date of the service agreement has passed.
NOTE: New service orders created through the Enterprise Portal work similarly
to the service orders created in a regular way, regarding the service level
agreement. The service level agreement, if attached to the service order the starts
counting f time from when the service order is created. Additionally, service
orders created on the Enterprise Portal are included in the Web service orders
form. Therefore, these service orders will not be displayed in the Service orders
list page of the Enterprise Portal until transferred from the Web service orders
form.
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Role Center
The Role Center is the main entry point to the system. The purpose of the Role
Center is to provide an overview of the user’s responsibility, and quick access to
the information and tasks of the user. The following screenshot—USER FORM,
ASSIGNING ROLES TO THE USER—displays an example of how roles are
assigned to user accounts.
FIGURE 9.6 USER FORM, ASSIGNING ROLES TO THE USER
For more information about Roles, and maintaining security for Roles, refer to
Installation and Configuration for Microsoft Dynamics AX 2012 training content.
The Role Center focuses on the operational efficiency of the department, tracks
customer satisfaction, keeps a close watch on the revenue for the service
operation, and includes responsibility for the following tasks:
• Managing the Customer Service Operations team

• Maintaining service agreements
• Monitoring service level agreements
• Monitoring customer satisfaction
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• Maintaining service prices

• Monitoring service revenue
Example: Marie works as a Service Delivery Manager. She is responsible for

and has access to key information that is used to provide customer service and
run an efficient service operation. The following table illustrates some roles and
describes the various forms that the role can access in the Microsoft Dynamics
AX 2012 application and in Enterprise Portal.
Roles In Microsoft Dynamics In Enterprise Portal

AX 2012
Service delivery Service orders, Repair Service management
manager: Has lines, Service objects, tab— Can access the
access to most of Service tasks, Service Service subscriptions,
the forms in agreements, Work Service agreements, and
Service receipt, Work Service orders forms. Has
management description, Item access to Service objects,
module in requirements, Activities, Service tasks, and Repair
Microsoft Service templates, lines. Can access the
Dynamics AX Service subscriptions, details about the Project
2012 and Subscription fees, from the Service
Enterprise Portal. Invoice proposals, Sales agreements.
price, Index, Accrue
revenue, and all the Setup
functionality
Field service Service orders, Service Service management
technician: Has templates, Report of tab—Can access Service
access to the basic Work description and orders, Repair lines,
forms to perform Work receipt. Service objects, Service
his duties. Can tasks
create service
orders, modify
repair lines, create
repair lines, create
and attach service
objects and create
and attach service
tasks.
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Roles In Microsoft Dynamics In Enterprise Portal

AX 2012
Dispatcher: Has Service orders, Repair Service management
access to the basic lines, Service objects, tab—Service agreements
forms to perform Service tasks, Work and service orders, Repair
his duties. Can description and work lines, Service objects,
create service receipt, Change stages, Service tasks, Service
orders, modify Move lines, Item agreements.
repair lines, create requirement, Service
repair lines, create agreements, Service
and attach service templates, Reports, Work
objects and create description and Work
and attach service receipt, Dispatch board,
tasks, can view Set up of Dispatch teams,
dispatch board, Template BOMs, Stage
create dispatch reason codes, and
teams, move everything for a repair
service order lines line
in Microsoft
Dynamics AX
2012.
Customer: Has Service orders, Service Service management
got access to only agreements tab— Service orders,
service orders and Service objects and
service service tasks, Customer
agreements in self-service area, Product
Microsoft catalog, Campaign items,
Dynamics AX Shopping cart, Sales
2012 and EP. orders, Invoices-details of
invoices, Return orders,
Account information-
overview of the Customer
's account with the service
company, like unpaid
invoice, the Service
agreement made with the
service company.
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Customer Self-Service Portal

The Customer self-service area in the Enterprise Portal provides access to the
service-related data of the customer whenever required. This facilitates a new
"365 days a year, 24 hours a day" kind of interaction between the service
company and the customer. The resulting benefit is a decrease in tasks such as
communicating through the telephone, e-mail messages, and so on.
The Customer self-service area meets the following two needs of the customer:
• View the data relevant for the service operation done on service
items.
• Connect to the service company to initiate a service request.
Scenario
When signing the service contract between the service company and the
customer, the service company creates an Active Directory account which
enables the service customer to access the company website.
On accessing the website, the customer can view the status of any planned or
requested service orders in the service management system.
If the customer faces a problem with one of the installations and requires service
from the service company, the customer accesses the Customer self-service page
and creates a new service order. This service order immediately appears in the
service system for Daniel, the Dispatcher, to handle.
When the service technician, Terrence, completes the service orders, the service
company requests the customer to complete a survey of their experience with the
recently completed service. The customer provides feedback through the survey
and the data is used by the service company.
Create Service Orders

The workflow typically starts with a customer's problem. This is identified as
resolvable by the service company. The service order can be initiated at any time
of the day, so the need for creating new service orders is an important component
of the Customer self-service portal.
The user can create new service orders from common tasks on the main menu,
from the list and details of existing service orders, and from the details of a
service agreement. In this case, the service order is attached to the service
agreement from which it is initiated.
NOTE: The procedure is common to the procedure that is described for creating
a new service order by the service company.
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Procedure: View Subscriptions

Perform the following steps to view subscriptions that contain information about
what is paid and what is due currently, and in the future on the service
subscriptions.
1. In the Service management area, click Service subscriptions.

2. In the All service subscriptions list page, view the list of the
subscriptions created specifically for the customer connected to the
Active Directory account that is logged in.
FIGURE 9.7 ALL SERVICE SUBSCRIPTIONS LIST PAGE
Select a service subscription to view the subscription details in the View service
subscription form.
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Web Service Orders

Many service orders are initiated by customers through the Enterprise Portal.
Before service orders can be dispatched, each of these service orders must be
reviewed in the Web service orders form to verify that they are valid and to
determine which team or employee should handle each particular service order.
Procedure: Manage Web Service Orders

Perform the following steps to verify service orders:
1. Click Service management > Common > Service orders > Web
service orders.
2. In the Web service order list page, view the service order requests.
NOTE: If the request is invalid, on the Action Pane, in the Maintain group, click
Delete to cancel the service request.
3. Double-click a service order to open the Service orders form.

4. On the Action Pane, in the Show group, click Header view to view
the details of the service order header.
5. On the Action Pane, in the Maintain group, click Edit to modify the
required fields in the Identification, Reference, Date, Workers,
and Activity field groups.
6. Expand the Address FastTab to verify or update the address that
appears in the Service address field group.
7. On the Action Pane, in the Repair group, click Repair lines to
review any attached repair lines that the customer may have created.
8. Close the Service orders form.
9. In the Web service orders list page, select the Web service order
line to transfer to the Service orders list page.
10. On the Action Pane, click the Dispatch tab and in the Maintain
group, click Transfer.
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NOTE: By default, the Service orders list page does not display any Web service
orders that are not yet transferred from the Web service orders list page.
FIGURE 9.8 WEB SERVICE ORDERS LIST PAGE
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Lab 9.1: Create a Service Order

Scenario
You need to contact the service company and place an order for repairing the
LCD television, which is emitting mechanical noise, based on the previous
service agreement of the service company, Orchid Shopping Mall. Create a new
service order by using the previous details. When the service order is created,
verify that it appears in Microsoft Dynamics AX 2012.
IMPORTANT: In the classroom environment, you need to log in to the VM with

Administrator rights. This will allow you to open Enterprise Portal from within
Microsoft Dynamics AX, by navigating to the System administration menu, then
clicking Setup > Enterprise Portal > Web sites.
Challenge Yourself!
Create a service order based on the service agreement SA000008 (Orchid
Shopping Mall) and specify the following details for the repair line:
• Service object = LCD - Model 1

• Condition = Voltage
• Symptom area = Noise
• Symptom code = Mech noise
Verify that the new service order appears in Microsoft Dynamics AX 2012.
Need a Little Help?
1. In Enterprise Portal, click the Service management tab.

3. In the Service agreements list page, click the service agreement line
SA000008 (Orchid Shopping Mall).
4. In the New group, click Service order.
5. Modify the time in the Preferred service time field to the current
date.
7. For the new service order, in the Related information group, click
Service objects and select the service objects, and then specify the
following information:
o Service object = LCD - Model 1
o Condition = Voltage
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o Symptom area = Noise

o Symptom code = Mech noise
o Description = Repair
8. View the new order in the Microsoft Dynamics AX Web service

orders list page.
Step by Step
Access Enterprise Portal by using Microsoft Dynamics AX
2012
1. Log in to the VM as an Administrator.

2. Open Microsoft Dynamics AX 2012.
3. On the Navigation Pane, click System administration > Setup >
Enterprise Portal > Web sites.
4. In the Administration of Web sites form, click View in browser.
Alternatively, access Enterprise Portal by using the web
1. Open a web browser and type http://sea-dev/sites/DynamicsAx.

2. In the Connect to SEA-DEV dialog box, in the User name field,
type "Contoso\Administrator".
3. In the Password field, enter "Pa$$w0rd".
4. Click OK.
IMPORTANT: Ensure that the password is entered with the proper casing.
Use Enterprise Portal to create a service order
1. In the Home page, on the Navigation Pane, click the Service

management tab.
3. In the Service agreements list page, double-click on the ID of the
service agreement SA000008 (Orchid Shopping Mall).
4. In the View service agreement form, on the Action Pane, in the
New group, click the Service order wizard.
5. In the page with the description Select an agreement and create a
short description of the service that you want, verify the details in
the Service agreement, and the Description fields.
6. In the Preferred service time field, enter the current date.
7. Click Next.
8. In the page with the description Specify where the service is going
to take place, verify the details in the fields, and then click Next.
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9. In the page with the description Specify the service object and the
symptoms to indicate your problem, and then click Add repair
line. Repeat this step for each of the objects that you want to add
to the service order, and then click Next to continue, specify the
values in the following fields:
o Service object relation = 00000012_172
o Service object = view LCD - Model 1
o Condition = Voltage
o Symptom area = Noise
o Symptom code = Mech noise
o Title = Repair
o Text = Repair
10. Click Finish. The View service order form for the newly created
service order opens.
NOTE: Verify that the data is filled correctly on the service order that is
displayed.
11. Minimize the Enterprise Portal page.

12. In Microsoft Dynamics AX, on the Navigation Pane, click Service
management > Common > Service orders > Web service orders.
NOTE: Verify that the new service order appears in the form.
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Summary
Service Management in Enterprise Portal helps both customers and service
companies by enabling them to use the Enterprise Portal to perform required
tasks in service operations.
By using Enterprise Portal, the service technician and company can manage daily
operations and communication without relying on physical nearness.
The Customer self-service area in Enterprise Portal is accessed by customers to

obtain information about the past, current, and future service agreements and
service orders. Customers can also create new service orders.
All web service orders created through the Enterprise Portal appear on the
Microsoft Dynamics AX Web service orders list pages and can be reviewed and
transferred to the Service orders form.
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Test Your Knowledge

Test your knowledge with these questions.
1. Is the following true or false? Users cannot edit service orders through the
Enterprise Portal.
( ) True
( ) False
2. In the Enterprise Portal, which of the following features are common for the
technician and the customer? (Select all that apply)
( ) Task lines
( ) Repair lines
( ) Object lines
( ) Service agreement lines
3. Which of the following statements are true? (Select all that apply)
( ) Using Enterprise Portal, a technician can add other resources, for
example, spare parts and expenses, to a service order.
( ) To create additional service order lines, a technician must contact the
service company's administrator who will perform the task.
( ) A technician cannot sign-off on an executed service through the
Enterprise Portal.
( ) Besides the actual service orders, a technician can also view the
service agreement that the service company has with the customer.
4. Which logical feature should you use when handling only service orders that
are created through the Customer self-service area?
( ) Object lines
( ) Task relation lines
( ) Web service orders form
( ) Service orders form
5. When can service orders not be created on the service agreement? (Select all
that apply)
( ) When the service agreement is suspended.
( ) When the service orders are already created on the service agreement.
( ) If the last date of the service agreement has passed.
( ) Service orders can be created on all service agreements.
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6. Which functionality provides information about what is paid and what is still
due?
9-24
Quick Interaction: Lessons Learned

Take a moment and write down three key points you have learned from this
chapter
1.
2.
3.
9-25
Solutions
Test Your Knowledge
1. Is the following true or false? Users cannot edit service orders through the
Enterprise Portal.
(•) True
( ) False
2. In the Enterprise Portal, which of the following features are common for the
technician and the customer? (Select all that apply)
(√) Task lines
(√) Repair lines
(√) Object lines
(√) Service agreement lines
3. Which of the following statements are true? (Select all that apply)
(√) Using Enterprise Portal, a technician can add other resources, for
example, spare parts and expenses, to a service order.
( ) To create additional service order lines, a technician must contact the
service company's administrator who will perform the task.
( ) A technician cannot sign-off on an executed service through the
Enterprise Portal.
(√) Besides the actual service orders, a technician can also view the
service agreement that the service company has with the customer.
4. Which logical feature should you use when handling only service orders that
are created through the Customer self-service area?
( ) Object lines
( ) Task relation lines
(•) Web service orders form
( ) Service orders form
5. When can service orders not be created on the service agreement? (Select all
that apply)
(√) When the service agreement is suspended.
( ) When the service orders are already created on the service agreement.
(√) If the last date of the service agreement has passed.
( ) Service orders can be created on all service agreements.
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6. Which functionality provides information about what is paid and what is still
due?
MODEL ANSWER:
Service subscriptions.
9-27
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Chapter 9: Using the Enterprise Portal for Service Management

CHAPTER 9: USING THE ENTERPRISE PORTAL

• Describe service order management by the technician in Enterprise

Service Management Area for Technician in Enterprise Portal

• View data relevant for the technician to perform the service

For more information about Enterprise Portal, refer to Enterprise Portal

Create Service Orders by Using the Enterprise Portal

You can access Enterprise Portal from:

• Microsoft Dynamics AX 2012 (System administration > Setup >

Access Enterprise Portal by using either of the methods mentioned. Then,

1. On the Action Pane, click the Service management tab.

FIGURE 9.1 SERVICE ORDERS LIST PAGE IN ENTERPRISE PORTAL

Edit Service Orders

1. In the Service orders list page, select a service order line.

FIGURE 9.2 EDIT SERVICE ORDER FORM IN ENTERPRISE PORTAL

Procedure: Create and Edit Service Order Lines

1. In the Service orders list page, select a service order line.

FIGURE 9.3 EDIT SERVICE ORDER FORM IN ENTERPRISE PORTAL

In the Service orders list page, select a service order line.

Procedure: View and Create Repair Lines

1. In the Service orders list page, double-click the service order ID in

1. In the Service orders list page, double-click the service order ID in

Procedure: View Object Relation Lines

1. In the Service orders list page, double-click the service order ID in

Procedure: View Task Relation Lines

1. In the Service orders list page, double-click the service order ID in

Procedure: View Service Agreements

1. In the Service management area, click Service agreements.

3. In the Service agreements list page, double-click a service

FIGURE 9.4 VIEW SERVICE AGREEMENT FORM

Create Service Orders

1. The technician completes a task in agreement with the customer.

Demonstration: Create a New Service Order

Perform the following steps to create a new service order:

13. Click Save and close.

FIGURE 9.5 VIEW SERVICE ORDER FORM

NOTE: Service orders cannot be created on service agreements that are

FIGURE 9.6 USER FORM, ASSIGNING ROLES TO THE USER

• Managing the Customer Service Operations team

• Maintaining service prices

Example: Marie works as a Service Delivery Manager. She is responsible for

Roles In Microsoft Dynamics In Enterprise Portal

Roles In Microsoft Dynamics In Enterprise Portal

Customer Self-Service Portal

Create Service Orders

Procedure: View Subscriptions

1. In the Service management area, click Service subscriptions.

FIGURE 9.7 ALL SERVICE SUBSCRIPTIONS LIST PAGE

Web Service Orders

Procedure: Manage Web Service Orders

3. Double-click a service order to open the Service orders form.

FIGURE 9.8 WEB SERVICE ORDERS LIST PAGE

Lab 9.1: Create a Service Order

IMPORTANT: In the classroom environment, you need to log in to the VM with

• Service object = LCD - Model 1

Need a Little Help?

1. In Enterprise Portal, click the Service management tab.

o Symptom area = Noise

8. View the new order in the Microsoft Dynamics AX Web service

1. Log in to the VM as an Administrator.

Alternatively, access Enterprise Portal by using the web

1. Open a web browser and type http://sea-dev/sites/DynamicsAx.

Use Enterprise Portal to create a service order