AX Tips

Optimize Service Orders Using Item Requirements in Dynamics AX 2012

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If you use the Microsoft Dynamics AX 2012 Service Management functionality to manage your field service repairs, you know that performing simple repairs onsite and invoicing for technician hours and truck inventory consumed is relatively straight forward. But what happens when the repair is more complicated and the item being repaired is returned to the shop for more extensive work?

In many service environments, it is not unusual for an item to be returned to the shop for repair. In this case, it is often production resources (people and machines) that are required to affect the repair. So, how do we get this repair on the schedule and into the production stream? And how do we account for this on our service order? Ideally, we want to aggregate all service records in a single customer project.

One method is to use the Item Requirement functionality available on Service Orders. Since every repair is different, we will need to use a “generic” product and an order-specific bill of materials (BOM) and route. Note that there is much information on Microsoft TechNet (and the web) on creating order-specific BOMs and routes for sales orders. The same principles apply here.

On your AX 2012 Service order action pane, on the Dispatch tab, click Item requirement. In the Item requirement form, click New to insert a new line and select your generic item (I have created a generic product called “Repair”).



On the Item requirement form menu, click Calculation to open the Calculation for a quotation form (the BOM calculation results form also opens in the background) and create an order-specific BOM (with the parts required for this repair) and route (with the resources and labour required for this repair). Note that you can use the View details right-click option to jump to the BOM and route forms to create new records – be sure to approve them! Click OK to perform the calculation and return to the BOM calculation results form.



In the BOM calculation results form, click Transfer and then click To order. In the Transfer to order form, select the options to transfer the price, sub-BOM and subroute. Click OK to complete the transfer.



Now, create the production order. On the Item requirement form menu, click Inquiries and then click Production. The Create production order form will appear with your order-specific BOM and route already loaded… just click Create to create the production order.



Now your repair production order can be estimated, scheduled, released and started with the shop’s other production orders… and managed by the shop using their common and known production processes. When the production order is reported as completed, you should review the realized production costing and adjust the billable price on the item requirement. You must then packing-slip-update the item requirement to make it eligible for invoicing when the service order is posted.

In conclusion, this process might initially look a bit cumbersome, but it is not difficult in practice. You get the benefit of keeping your customer service records together in a single place, and the benefit of using your standard production processes.

Dave Blanchard
Senior Solutions Consultant

Dave is a Manufacturing Management professional with a strong track record in delivering business-critical projects on time and under budget. With over 25 years of manufacturing and business technology experience, Dave has managed industry improvement projects in ERP software implementation, business process re-engineering, infrastructure design, end-user training, change management and more.


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