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      Working with Submitted Appointments in the Back Office

      How to work with submitted appointments in the back office

      Submitted appointments will appear with a completed status. When an appointment is submitted, you’ll also receive the additional information entered in the appointment as follows:

      • Do not change call types once a call has been dispatched. This will not carry over to the device and the fields necessary for completing a call may not be available.
      • All transactions created in the back office are unposted.
      • Time entered will appear in one batch. For information about how batches are named, see the TimeTrack Batch Creation Method information in the System Setup
      • Any labor hours entered on an appointment or as trailing costs on a completed appointment will update the Actual_Hours column in the SV00301 table and the appointment window in the back office as well.
      • Inventory transactions resulting in an adjustment that need to be posted are assigned to batch. Batches are named starting with TPRO followed by the Site ID, for example TPRO_TRUCK1.
      • There are no taxes calculated inside of TechPro. However, when a PO contains line items which are taxable in the back office, the taxes are calculated when you commit the PO either by clicking Commit in the Purchase Order Entry window, or by printing the PO using the Print Purchasing Documents window.
      • The work order is updated with the remaining information and can be worked using your usual procedures and processes at that point.
      • For Service Call Quotes, invoices will use the billing amount entered on the quote after checking out in TechPro.
      • If you are using Sales Order Processing for Inventory, and use items with Miscellaneous Charges, Services or Flat Fee item types:
        • When an item with one of those three types is entered as a part in the TechPro Parts workspace, after checkout, a SOP Invoice is created with one line per item entered in the back office. This will use the item pricing set up for these items in Inventory. The transaction is unposted.
        • Kit items will continue to be entered as the individual kit component items rather than as the kit as a whole.
      • Calls created in the TechPro app use the defaults set in the back office to help simplify the process of creating a call and enabling your technicians to enter minimal information in order to get to the business of doing the service work. Once the call is created and returned to the device, it will process like any other call.
        • If you’re already using a default customer for after-hours calls, you can continue to do the same with TechPro. Instruct your technicians to select that customer from the list, or to search for it.
        • If you use the option where the user enters a Service Call ID for the next service call number, a pop up will open for the technician to enter a number. We recommend using a policy for next numbers to avoid duplicates. No verification that the number exists will be performed.
        • Additional information can be added to the call after it’s been submitted.
        • The message and/or restrictions for entering calls for customers with credit warnings is ignored when creating calls from the device. A customer note may help the technician understand some restrictions or to take a payment, but there is no warning on the TechPro app.
        • All calls are created with an Open status, the appointment status is set to the status assigned in the General tab of the Admin Site.
          • Note: If the appointment is closed in Dynamics GP, you may receive an error in TechPro.
        • The division assigned to the call is the division assigned to the customer location. This can be changed in the back office after the call is submitted. If the location division is not accurate enough for your organization, you can create a user-defined field for the appointment and add that to the Appointment and the technician will then be able to enter a different division.
        • We strongly recommend thoroughly testing this feature prior to using it in your live production data. This will ensure that all the defaults needed have been set up prior to technicians using the feature and prevent many errors from occurring in your live data.