Return from a Service Call

OBJECTIVE

The Return from a Service Call option is used to enter costs incurred by a call related to the technician’s service work order. The items entered in this option are transferred to Preparation or Invoicing to prepare the invoice.

It is important that the information entered in this option reflect the actual cost of the call. Starting with this step, the call number is used rather than the contract number.

It is possible to enter the costs on a call in an Entered status. However, it will be impossible to invoice as long as the call status or the call dispatch is not closed.

PREREQUISITEs

Enter a Service Call

ICONS

Return From a Service Call icons

Icon

Title

Used to

New (F5)

Create a new return from a service call.

Save (F12)

Save the return from a service call.

Delete (Ctrl+F5)

Delete a non-transferred return from a service call. It is impossible to delete a return from a service call that has transferred lines, whether it be in the breakdown grid or in the items to be billed.

Transfer (Shift+Ctrl+F12)

Transfer a return from a service call.

Access the printing options available in the drop-down menu to the right of the icon.

Reports	Provides access to the List Generator and lets the user create and generate custom lists.
Form	Lets the user print a custom form associated with the return from a service call. NOTE: The form must be configured in Configuration for this module before it can be printed.
Multi-Visit Call Form	Let the user print a multi-visit form , as defined in the Configuration, Form section.
Service Call Validation Report - Summary Service Call Validation Report - Detailled Service Call Validation Report - Customer	Available according to the user’s Security Management settings. For more information on these reports, refer to Service Call Validation Report help topic.

Documents

Access Document Management.

Show transactions for the current call or for all calls

Display returns from a service call for the current call or for all calls in the transaction summary grid.

NOTE: If the icon is clicked, maestro* displays the transactions related to all calls. If the icon is not clicked, maestro* only displays transactions related to the selected call number.

Display Only Non-transferred Entries

Display only the non-transferred transactions that are linked to the call.

Display Only Transferred Entries

Display transferred transactions that are linked to the call.

Service Call Inquiry

Access the Service Call Inquiry option.

NOTE: Displayed or hidden based on the user’s Security Management settings.

Inventory Inquiry

Access the Inventory Inquiry option if the inventory module is installed.

NOTE: Displayed or hidden based on the user’s Security Management settings.

Browse Customers

Access the Customer Inquiry option.

NOTES: By default, maestro* displays the customer code specified in the return from a service call.

Displayed or hidden based on the user’s Security Management settings.

Display the items ordered or reserved for current call

Displays the items that were ordered for the current call (from the Stock order from catalogue option).

The items ordered for this call that have not been used in a return from service call yet are displayed in the grid. It is possible to select one or more of these items; they will be displayed automatically in the return from a service call breakdown grid. In this case, the balance for each of the items becomes the used quantity and is moved to the Duration / Quantity column in the breakdown grid. (The balance is calculated by subtracting the quantity used on returns from service calls from the quantity ordered).

NOTES: A confirmation message is displayed if one of the following situations occurs:

Items have been selected for an order that has not been transferred;
An item has been selected but has not yet been received;
The reserved quantity in inventory is insufficient to cover the indicated quantity.

To accept the addition of items from a non-transferred order, simply answer Yes to the confirmation message.

The ordered or reserved items for the call that have an Invoiced or Cancelled order status and that have a received and invoiced quantity of zero are not displayed in the selection window.

Display the reservations related to the current call

This icon is displayed if the Reserve the Required Material for Return from Calls option is checked. This option is available in the Configuration, under Service Calls - General.

Displays the items that were reserved for the current call. The reservation may have been carried out in different ways, but the reservation number must follow the structure Prefix-CallNo.

The Prefix identifies the reservations carried out in relation to the service call.
It must be defined in the Reservation No. Prefix option found in the Configuration, under Service Calls - General.

The items ordered that are not yet received also appear if the reservation number has been specified in the order.

Item Purchased

Display the items that have been ordered for this call through Enter a Purchase and that are included in Preparation. These items should not be re-entered in this section, otherwise the same costs will be displayed twice.

Add special material

Display the planned material and expected quantity. This icon is available if at least one piece of equipment has been selected in the Equipment tab.

By clicking on this icon, a screen containing the material for maintaining the equipment is displayed. The user can enter the quantity used for each item. Then must click the Apply icon to transfer the material used to the breakdown grid in the Detail tab.

The material is read by priority as follows:

Special material defined in the Contract Management option, Visits tab.
Material defined in Define Equipment Codes option, Maintenance tab.
Material defined in the Define Equipment Codes option, in the breakdown grid in the Details tab.

Display subcontracts related to the current call

Allows user to display the sub-contracts connected to the selected call.

NOTE: This feature is only available when a service call number is indicated in the Subcontract.

Display equipment allocations related to the current call

Allows user to display the equipment allocations connected to the selected call.

NOTE: This feature is only available when a service call number is indicated in the Equipment Allocation.

Direct Invoicing

Allows the user to invoice a call directly without having to transfer the return from a service call first. Maestro* requires the user to complete the table and, when saved, transfers the return from a service call and prepares the invoice in the same operation. All the user needs to do is finalize the invoice.

NOTE: In order to add the items purchased from Enter a Purchase in Service Management to direct billing, the purchase must be transferred. The items purchased will be added to the direct billing breakdown grid.

A completely or partially transferred return from a service call exists for this call (Visit Number). Direct invoicing is impossible.

Show readings that determined this hourly rate

Display the source of the hourly rate.

NOTE: To activate this option, the user must position the cursor in the Hourly Rate column and click the icon made available.

Automatic insertion according to the dispatch

Allows the user to insert the hours displayed in the Dispatch tab in the breakdown grid of the Detail tab in Return from a Service Call.

NOTES: This function is only available with Call Dispatch and does not apply to the Service Dispatch option.

When hours are inserted, they are calculated based on the start and end time specified in the Distribute Hours option.

The activity identified in the Configuration icon, in the Insertion of hours from the dispatch section will be charged by default. If no activity is defined, the user must enter the activity manually for hour entry.

The icon is available if the following conditions are met:

The employee identified in Call Dispatch is linked to the Service Management module.
The closing of the dispatch or of the call has already been done in the Call Dispatch option.

Configuration

Configure the following information:

The number of lines available in the breakdown grid;

NOTE: By default, maestro* displays 100 lines.

The default activity to use in the hour entry in the dispatch.

NOTE: If no activity is specified, the user will have to enter the activity manually for each of the hour lines entered by the automatic insertion of hours.

Summary

Enter a return from a service call
Transferring a Return from a Service Call

Steps

maestro* > Service Management > Service Calls > Processing > Return From a Service Call

Enter a return from a service call

Enter a Call Number.

It is also possible to select a return from a service call that has already been entered in the Summary of non-transferred transactions list. Maestro* displays the transactions for all calls in the upper grid of the screen if the Show transactions for the current call or for all calls icon has been clicked. Otherwise, only transactions related to the selected call will be displayed.

The information related to the call are displayed in order to verify if the chosen call number corresponds to the site of the work order.

The user can always continue to enter costs for a call with an Entered status. However, it will not be possible to invoice it until the service dispatch or call dispatch is closed.

A message is displayed on the screen when the call number is invalid in the following situations:

the call does not exist;

the call is closed.

Enter the required information in the Detail tab:

Field

Description

Call Number

Call number to which the costs should be allocated.

Visit Date

Date on which the work was performed.

NOTE: This date is very important for accounting purposes. It must be within an open period. Additionally, if the return from a service call is used to manage technicians’ hours, it may affect the payroll.

Work Order

Work order number.

Service Done By

Name of the technician who performed the work.

NOTE: If several technicians were involved in the work, we recommend entering the first technician and then entering the others when you enter information in the Breakdown section.

Truck inventory

Indicate the truck used by the technician, when this truck contains an inventory of parts used for the call.

Maestro* may suggest a truck by default according to the priority of:

Equipment was added by default to the employee in the Call Dispatch;

Equipment was linked to the employee in Employee Management.

Site

Used to specify the location from which consigned equipment must be taken in the return from a service call, if sites are managed with the Purchasing module.

Maestro* can suggest a default site if the following conditions are met:

A default equipment code is defined in Employee Management in the Service Management module.

A site has been defined in Equipment Management, in the Site field of the Service Calls section.

Arrival – Departure

Arrival and departure time of the technician.

Contact

Name of the person who contacted the service department. Comes from the Contract Management.

NOTE: This information can be modified.

Signature Name

Allows you to enter the name of the signatory.

Signature Email

Allows you to enter the email of the signatory.

NOTE: You can enter two emails in this field, just separate them with a semicolon.

Call Status

Status allowing the dispatcher to indicate the progressing of a call by assigning an internal status. For example: assigned, in progress, on the way, etc.

Status

Allows the user to specify to maestro* if the call can accept other costs. It can if it is in Active status.

NOTE: When the status is Completed and the return from a call is transferred, it is no longer possible to enter costs for this call without reopening the call. The call is closed.

If the Status is changed to Completed and the current return form service call is transferred, the call will not be closed if other non-transferred returns or distributions of hours exist for this call. A message will be displayed on the transfer report, indicating that there are other non-transferred transactions.

Contract

Contract number linked to the call.

NOTE: If the call has been assigned to the wrong contract, the contract number can be changed as long as the user has the required access rights for changing the contract in Security Management.

However, it is important to ensure that no costs are entered for this call in the wrong contract. If this is the case, the return from a service call must be entered with a negative value to withdraw the costs assigned to the first contract and they must be re-entered in the right contract.

Accept.

Indicates that the transaction is accepted and can be transferred when at YES.

If the field is empty, it means that the return from a service call might be from maestro*mobile. It is impossible to save modifications in maestro* when the field is empty. By default, the value is Yes for new transactions.

NOTE: It is impossible to transfer a return from a call whose status is at NO.

From

Expiry

Displays the start and expiry dates of the agreement. This information is from Contract Management.

Contract Type

Displays the type of contract defined in Contract Management.

Invoicing Method

Displays the invoicing method defined in Contract Management.

Invoicing Table

Displays the invoicing rate table used to invoice hours. This information is from Contract Management.

Markup Table

Displays the invoicing table used to invoice material. This information is from Contract Management.

Lump Sum

Lump sum amount for the call.

NOTE: This amount can be from Contract Management for a maintenance call or from Enter Service Call if a lump sum amount was entered in the field provided for this purpose.

Customer Code

Customer to be invoiced from Customer Management.

NOTE: By default, the customer displayed is the one identified in Contract Management. By changing the customer code to be invoiced, the customer will be updated in the call and used in the Preparation and Invoicing options.

Contact No

Contact number associated to the contract.

Location

Location in which the work is carried out.

NOTE: By default, the address displayed is from the Enter a Service Call option if it has been modified. Otherwise, the address is from Contract Management.

It is possible to change the work address for a call by choosing one of the following types of addresses:

the contract address

a contact address from Contact Management

a customer address from Define Customer Addresses

In the latter case, only addresses linked to the selected customer code and for which the Shipping Address box is checked are visible in the selection screen.

Selection

Allows the selection of a location from the proposed list according to the choice made in the Location field.

The user can configure the two Additional Info boxes to display information from Service Contracts or Service Calls by clicking the icon in the upper right corner of the screen and selecting the source of the additional information. This information is provided for informational purposes only and cannot be printed.

Breakdown section:

The hours and equipment must be entered on separate breakdown lines.

Maestro* makes the the changing of date for same type lines easier. For example, is a user changes the date on a material line, the system will offer to modify the date of all non-transferred material lines, all without bothering the labour, equipment, or transferred lines.

The hours will be transferred to the project identified in Contract Management if the Transfer Payroll Hours field in Configuration is set to Both or Return From visit.

The hours can be transferred to Hours or Hours – Invoicing according to the Hours Destination field in Configuration.

Equipment hours are automatically transferred to Hours entry regardless of the setting in the Destination of hours field in Configuration (General section).

The material can be transferred to inventory or not depending on the Material Transfer Method field in Configuration (General section).

If the material transfer method is set to Inventory, it is assigned when the return from a service call and inventory-to-project transfer created online are transferred.

Field

Description

Posting date

Maestro* enters the return from a service call date (visit date) by default, but a user can modify the date on lines that haven't been transferred yet.

NOTE: The chosen date cannot precede the visit date.

Comment

Comment linked to the line.

To enter a comment, double-click in the Comment column.

Material

Code of the item.

Activity

Code for the activity if hours are entered.

NOTE: If an Equipment Code is entered and an activity is related to it (in either the Equipment Management - Time Management or Equipment Management - Equipment options), the current activity will be replaced by the equipment's Default Activity.

Description

Displays the description of the activity selected in the Activity field if hours are entered or displays the description of the item if the Material field is completed.

Additional description

Represents the descriptions of lines 2 and 3 of an item from the Catalogue Management.

Unit

Conversion unit.

Site

Site for the equipment. For example, the technician's truck.

Location

Location of the equipment. For example, section A-1 of the technician's truck.

Characteristic

Item characteristic.

Identification

Item identification.

NOTE: By pressing F7, the user can select an item with a serial number.

Reservation No.

Reservation number.

NOTE: This number must be entered when the Stock Order from Catalogue is created or when reserving equipment with Inventory Release.

Group

Expense group to which the cost is allocated.

Employee

Name of the employee who performed the work.

Bonus

Bonus code for the employee, if applicable.

Equipment

Code of the equipment used.

NOTE: If the employee is linked to one or more equipment codes in Employee Management, the equipment is added automatically when hours are entered for the employee.

Sector

Sector code for which the work is executed.

NOTE: By default, the sector displayed comes from the Project. If no sector is indicated in the project, maestro* offers the sector indicated in Employee Management.

Trade

The employee’s trade code.

NOTE: By default, displays the trade code specified in the Trades and Unions tab in Employee Management, if applicable.

Years or Level

The employee’s years or level for the selected trade.

NOTE: By default, the apprenticeship year displayed is from Employee Management and is determined based on the Trade Code entered.

Annex

Allows user to determine another level of salary (employee rate) by trade code.

NOTE: The value of the annex is that of the selected project (Project Management) or the one entered in the Employee Management.

Region

Region in which the work was performed.

NOTE: By default, the region displayed is from the Project. If no region is specified in the project, maestro* suggests the region specified in Employee Management.

Union Code

Union code under which the work was performed.

NOTE: Maestro* searches for the default trade code in the following order:

Maestro* first searches in Project Management to determine whether a union code exists for the trade entered.

If none is found, it then searches Define Regions to determine if a union code exists for the trade entered.

If none is found, it then searches Employee Management to determine if a union code exists for the trade entered.

If none is found, maestro* finally suggests the default union code specified in Employee Management.

Shift

Work shift.

Rate - Hourly

Hourly rate paid to the employee.

The hourly rate is determined by the Employee, Sector, Trade Code, Years or Level, Annex, Region, Union Code and Shift.

The rates displayed are from the Define Hourly Rates option.

Rate - Equipment

Displays the rate for the equipment selected.

The hourly rate derived from the Equipment Management and is determined in function of the selected equipment and the Equipment Rate by default (1 to 4) chosen in the project linked with the call.

Rate Type

Used to determine whether the hours entered are paid in regular, half or double time, bonus or banked hours.

Duration / Quantity

Used to enter the quantity used for the item or the number of hours worked by the employee.

Material Unit Cost

Displays the unit price of the item.

Hourly Cost

Displays the employee's hourly rate, plus the fringe benefits.

NOTE: This field is only displayed if hours are entered.

Billable

Indicates to maestro* whether the line is billable or not.

The first element used to determine the default value applied to this column is the configuration Hours Used for Billing, available in the Configuration of the Service Management module.

If the configuration of Hours Used for Billing is at Both or Return from visit, the billing column is checked or not depending on the configuration of the Invoice field in Define Activities.

If the activity is configured as Never or as Always billable, maestro* applies these rules without regard as to the type of call.

If the item or activity is configured as Depending on the Type of Call, this indicates:

That the activity is automatically billable if the call type is Service or Installation.

That item is automatically non-billable if the call type is Maintenance

NOTE: However, this value can be changed manually.

In the case where the configuration of Hours Used for Billing is at Hour Entry or None, it will be impossible to check the Billable column. All hours will be non-billable by default and maestro* will ignore the Define Activities configurations.

Reason for N/C

No-charge billing reason.

NOTE: This field must be completed if it contains items with the 8-Liability status that must be printed on the invoice.

Activity - W/C-CSST

W/C - CSST activity.

NOTE: By default, maestro* displays the CSST activity code entered in Define Employees. However, if a CSST code is assigned to the project activity entered in Project Management, it has priority.

Activity - PBB

PBB Activity.

NOTES: This activity applies only to electricians.

By default, maestro* displays the PBB activity code entered in Define Employees. However, if a PBB code is also assigned to the project activity entered in Project Management, it has priority.

Reading Used

Displays the source of the hourly rate used.

Transfer from the dispatch

Indicates that the hours entered are from the Dispatch tab and that the user clicked the Automatic insertion according to the dispatch icon.

Order No

Identifies the order number linked to the item for information purposes, if added by clicking the Display the items ordered or reserved for current call icon.

Extension

Identifies the order extension number linked to the item for information purposes, if added by clicking the Display the items ordered or reserved for current call icon.

Order Line No

Identifies the order line number linked to the item for information purposes, if added by clicking the Display the items ordered or reserved for current call icon.

Transferred

Indicates whether the return from the service call's breakdown line has been transferred, either as hours or material.

NOTE: The employee's pay is not blocked when the work of a service call is not complete. It is possible to transfer the hours before the final transfer.

Field	Description
Call Number	Call number to which the costs should be allocated.
Visit Date	Date on which the work was performed. NOTE: This date is very important for accounting purposes. It must be within an open period. Additionally, if the return from a service call is used to manage technicians’ hours, it may affect the payroll.
Work Order	Work order number.
Service Done By	Name of the technician who performed the work. NOTE: If several technicians were involved in the work, we recommend entering the first technician and then entering the others when you enter information in the Breakdown section.
Truck inventory	Indicate the truck used by the technician, when this truck contains an inventory of parts used for the call. Maestro* may suggest a truck by default according to the priority of: Equipment was added by default to the employee in the Call Dispatch; Equipment was linked to the employee in Employee Management.
Site	Used to specify the location from which consigned equipment must be taken in the return from a service call, if sites are managed with the Purchasing module. Maestro* can suggest a default site if the following conditions are met: A default equipment code is defined in Employee Management in the Service Management module. A site has been defined in Equipment Management, in the Site field of the Service Calls section.
Arrival – Departure	Arrival and departure time of the technician.
Contact	Name of the person who contacted the service department. Comes from the Contract Management. NOTE: This information can be modified.
Signature Name	Allows you to enter the name of the signatory.
Signature Email	Allows you to enter the email of the signatory. NOTE: You can enter two emails in this field, just separate them with a semicolon.
Call Status	Status allowing the dispatcher to indicate the progressing of a call by assigning an internal status. For example: assigned, in progress, on the way, etc.
Status	Allows the user to specify to maestro* if the call can accept other costs. It can if it is in Active status. NOTE: When the status is Completed and the return from a call is transferred, it is no longer possible to enter costs for this call without reopening the call. The call is closed. If the Status is changed to Completed and the current return form service call is transferred, the call will not be closed if other non-transferred returns or distributions of hours exist for this call. A message will be displayed on the transfer report, indicating that there are other non-transferred transactions.
Contract	Contract number linked to the call. NOTE: If the call has been assigned to the wrong contract, the contract number can be changed as long as the user has the required access rights for changing the contract in Security Management. However, it is important to ensure that no costs are entered for this call in the wrong contract. If this is the case, the return from a service call must be entered with a negative value to withdraw the costs assigned to the first contract and they must be re-entered in the right contract.
Accept.	Indicates that the transaction is accepted and can be transferred when at YES. If the field is empty, it means that the return from a service call might be from *maestromobile*. It is impossible to save modifications in maestro when the field is empty. By default, the value is Yes for new transactions. NOTE: It is impossible to transfer a return from a call whose status is at NO.
From Expiry	Displays the start and expiry dates of the agreement. This information is from Contract Management.
Contract Type	Displays the type of contract defined in Contract Management.
Invoicing Method	Displays the invoicing method defined in Contract Management.
Invoicing Table	Displays the invoicing rate table used to invoice hours. This information is from Contract Management.
Markup Table	Displays the invoicing table used to invoice material. This information is from Contract Management.
Lump Sum	Lump sum amount for the call. NOTE: This amount can be from Contract Management for a maintenance call or from Enter Service Call if a lump sum amount was entered in the field provided for this purpose.
Customer Code	Customer to be invoiced from Customer Management. NOTE: By default, the customer displayed is the one identified in Contract Management. By changing the customer code to be invoiced, the customer will be updated in the call and used in the Preparation and Invoicing options.
Contact No	Contact number associated to the contract.
Location	Location in which the work is carried out. NOTE: By default, the address displayed is from the Enter a Service Call option if it has been modified. Otherwise, the address is from Contract Management. It is possible to change the work address for a call by choosing one of the following types of addresses: the contract address a contact address from Contact Management a customer address from Define Customer Addresses In the latter case, only addresses linked to the selected customer code and for which the Shipping Address box is checked are visible in the selection screen.
Selection	Allows the selection of a location from the proposed list according to the choice made in the Location field.

Field	Description
Posting date	Maestro* enters the return from a service call date (visit date) by default, but a user can modify the date on lines that haven't been transferred yet. NOTE: The chosen date cannot precede the visit date.
Comment	Comment linked to the line. To enter a comment, double-click in the Comment column.
Material	Code of the item.
Activity	Code for the activity if hours are entered. NOTE: If an Equipment Code is entered and an activity is related to it (in either the Equipment Management - Time Management or Equipment Management - Equipment options), the current activity will be replaced by the equipment's Default Activity.
Description	Displays the description of the activity selected in the Activity field if hours are entered or displays the description of the item if the Material field is completed.
Additional description	Represents the descriptions of lines 2 and 3 of an item from the Catalogue Management.
Unit	Conversion unit.
Site	Site for the equipment. For example, the technician's truck.
Location	Location of the equipment. For example, section A-1 of the technician's truck.
Characteristic	Item characteristic.
Identification	Item identification. NOTE: By pressing F7, the user can select an item with a serial number.
Reservation No.	Reservation number. NOTE: This number must be entered when the Stock Order from Catalogue is created or when reserving equipment with Inventory Release.
Group	Expense group to which the cost is allocated.
Employee	Name of the employee who performed the work.
Bonus	Bonus code for the employee, if applicable.
Equipment	Code of the equipment used. NOTE: If the employee is linked to one or more equipment codes in Employee Management, the equipment is added automatically when hours are entered for the employee.
Sector	Sector code for which the work is executed. NOTE: By default, the sector displayed comes from the Project. If no sector is indicated in the project, maestro* offers the sector indicated in Employee Management.
Trade	The employee’s trade code. NOTE: By default, displays the trade code specified in the Trades and Unions tab in Employee Management, if applicable.
Years or Level	The employee’s years or level for the selected trade. NOTE: By default, the apprenticeship year displayed is from Employee Management and is determined based on the Trade Code entered.
Annex	Allows user to determine another level of salary (employee rate) by trade code. NOTE: The value of the annex is that of the selected project (Project Management) or the one entered in the Employee Management.
Region	Region in which the work was performed. NOTE: By default, the region displayed is from the Project. If no region is specified in the project, maestro* suggests the region specified in Employee Management.
Union Code	Union code under which the work was performed. NOTE: Maestro* searches for the default trade code in the following order: Maestro* first searches in Project Management to determine whether a union code exists for the trade entered. If none is found, it then searches Define Regions to determine if a union code exists for the trade entered. If none is found, it then searches Employee Management to determine if a union code exists for the trade entered. If none is found, maestro* finally suggests the default union code specified in Employee Management.
Shift	Work shift.
Rate - Hourly	Hourly rate paid to the employee. The hourly rate is determined by the Employee, Sector, Trade Code, Years or Level, Annex, Region, Union Code and Shift. The rates displayed are from the Define Hourly Rates option.
Rate - Equipment	Displays the rate for the equipment selected. The hourly rate derived from the Equipment Management and is determined in function of the selected equipment and the Equipment Rate by default (1 to 4) chosen in the project linked with the call.
Rate Type	Used to determine whether the hours entered are paid in regular, half or double time, bonus or banked hours.
Duration / Quantity	Used to enter the quantity used for the item or the number of hours worked by the employee.
Material Unit Cost	Displays the unit price of the item.
Hourly Cost	Displays the employee's hourly rate, plus the fringe benefits. NOTE: This field is only displayed if hours are entered.
Billable	Indicates to maestro* whether the line is billable or not. The first element used to determine the default value applied to this column is the configuration Hours Used for Billing, available in the Configuration of the Service Management module. If the configuration of Hours Used for Billing is at Both or Return from visit, the billing column is checked or not depending on the configuration of the Invoice field in Define Activities. If the activity is configured as Never or as Always billable, maestro* applies these rules without regard as to the type of call. If the item or activity is configured as Depending on the Type of Call, this indicates: That the activity is automatically billable if the call type is Service or Installation. That item is automatically non-billable if the call type is Maintenance NOTE: However, this value can be changed manually. In the case where the configuration of Hours Used for Billing is at Hour Entry or None, it will be impossible to check the Billable column. All hours will be non-billable by default and maestro* will ignore the Define Activities configurations.
Reason for N/C	No-charge billing reason. NOTE: This field must be completed if it contains items with the 8-Liability status that must be printed on the invoice.
Activity - W/C-CSST	W/C - CSST activity. NOTE: By default, maestro* displays the CSST activity code entered in Define Employees. However, if a CSST code is assigned to the project activity entered in Project Management, it has priority.
Activity - PBB	PBB Activity. NOTES: This activity applies only to electricians. By default, maestro* displays the PBB activity code entered in Define Employees. However, if a PBB code is also assigned to the project activity entered in Project Management, it has priority.
Reading Used	Displays the source of the hourly rate used.
Transfer from the dispatch	Indicates that the hours entered are from the Dispatch tab and that the user clicked the Automatic insertion according to the dispatch icon.
Order No	Identifies the order number linked to the item for information purposes, if added by clicking the Display the items ordered or reserved for current call icon.
Extension	Identifies the order extension number linked to the item for information purposes, if added by clicking the Display the items ordered or reserved for current call icon.
Order Line No	Identifies the order line number linked to the item for information purposes, if added by clicking the Display the items ordered or reserved for current call icon.
Transferred	Indicates whether the return from the service call's breakdown line has been transferred, either as hours or material. NOTE: The employee's pay is not blocked when the work of a service call is not complete. It is possible to transfer the hours before the final transfer.

Enter the required information in the Item to invoice tab:

This section displays the items to be invoiced configured by default when the contract was entered in Contract Management.

It is also possible to add expenses that have no costs, but for which additional expenses must be invoiced following the call.

Let's also note that the items to invoice of lump sum calls are only displayed if the Applicable to Lump Sum Calls box is checked in the Contract Management option, Item to Invoice tab (this option is checked by default for all items to be invoiced that are added to lump sum contracts.

Field

Description

Code

Item code from Catalogue Management if inventory is managed or from Define Materials if inventory is not managed.

Description

Description of the selected item code.

Quantity

Quantity to be invoiced for the item.

U.P.

Unit selling price for the item to be invoiced.

Tax 1 & Tax 2

Applicable tax codes.

NOTES: If a formula to use tax codes has been configured in Define the Use of Tax Codes for a Service Call Invoicing transaction type, the tax columns are not visible.

To determine the source of the tax code and applicable tax rates, refer to help on Reading maestro* tax codes.

Amount to Invoice

Displays the amount to be invoiced if the Quantity and Unit Price columns are completed. Otherwise, user can enter an amount to be invoiced manually.

Revenue Type

Type of revenue to be invoiced.

NOTE: The revenue type affects the defined general ledger income account based on the accounts defined in Configuration.

Cost Price

Estimated cost based on the list price identified in Catalogue Management.

This cost estimate is only printed on the Cost/Selling report.

NOTE: This column is visible if the Calculate the cost of the items to invoice, for the Cost and Selling Price Report setting is checked in the Configuration of the Service Calls module.

Transferred

Indicates whether the item to be billed has been transferred.

NOTE: The employee's pay is not blocked when the work of a service call is not complete. It is possible to transfer the hours before the final transfer.

Field	Description
Code	Item code from Catalogue Management if inventory is managed or from Define Materials if inventory is not managed.
Description	Description of the selected item code.
Quantity	Quantity to be invoiced for the item.
U.P.	Unit selling price for the item to be invoiced.
Tax 1 & Tax 2	Applicable tax codes. NOTES: If a formula to use tax codes has been configured in Define the Use of Tax Codes for a Service Call Invoicing transaction type, the tax columns are not visible. To determine the source of the tax code and applicable tax rates, refer to help on Reading maestro* tax codes.
Amount to Invoice	Displays the amount to be invoiced if the Quantity and Unit Price columns are completed. Otherwise, user can enter an amount to be invoiced manually.
Revenue Type	Type of revenue to be invoiced. NOTE: The revenue type affects the defined general ledger income account based on the accounts defined in Configuration.
Cost Price	Estimated cost based on the list price identified in Catalogue Management. This cost estimate is only printed on the Cost/Selling report. NOTE: This column is visible if the Calculate the cost of the items to invoice, for the Cost and Selling Price Report setting is checked in the Configuration of the Service Calls module.
Transferred	Indicates whether the item to be billed has been transferred. NOTE: The employee's pay is not blocked when the work of a service call is not complete. It is possible to transfer the hours before the final transfer.

Enter the required information in the Visit Details tab:

Allows the user to enter the details of the technician’s intervention after receiving the work order from him. If necessary, this description can be included on the invoice. Otherwise, it is provided for information purposes only.

Text can be entered manually or be copied from Define Types of Visits by pressing the F7 key.

Contract Details tab:

Used to view contract agreements in the Detail section of Contract Management. Additional information cannot be entered in this tab.

Call Details tab:

Used to view what was entered when entering the call and to compare it to the work done by the technician. Additional information cannot be entered in this tab.

Enter the required information in the Equipment tab:

This tab displays all of the equipment in the contract. It is also possible to check or clear the equipment affected by the visit. This information will be used in Equipment Inquiry to display contracts, calls and visits related to equipment.

The maintenance tasks linked to the selected equipment are displayed at the bottom of the screen, if they have been configured for a specific equipment and completed in maestro*MOBILE.

Field

Description

Equipment details

During the first return from a service call for a given call, the equipment to be maintained and identified in the call when it was created is displayed and this field is checked. Columns:

Maintenance done for this call

This field is also used to display equipment on which maintenance has already been performed for this call and that was specified in a previous return from a service call.

NOTE: The check mark indicates that maintenance has been planned or already performed for the equipment.

Maintenance done in this visit

Used to indicate that maintenance was performed on this piece of equipment during the visit (return from a service call).

Documents

Columns:

Related to this Contract

Used to link documents that are relevant to the contract (such as the site plan, photos of equipment, etc.).

NOTE: These documents apply only to the equipment identified in the contract.

Related to this Equipment

Displays the documents added from Document Management in the Equipment Management option (for example, the technical data sheet for the equipment).

NOTE: A document added in this section is automatically updated in Equipment Management and is available for all contracts in which the equipment is selected.

Equipment Detail

Columns:

Equipment

Equipment covered by the contract.

NOTE: The equipment code must be created in advance in Define Equipment Codes.

Description

Description of the selected equipment.

NOTE: This field cannot be modified because the information is taken from Define Equipment Codes.

Number

Number of pieces of equipment for the contract.

NOTE: Usually, the number is always 1 when serial numbers are generated.

Brand

Brand of the selected equipment.

NOTE: This field cannot be modified because the information is taken from Define Equipment Codes.

Model

Displays the equipment model entered in Contract Management.

Unit Type

Displays the type of the unit connected to the equipment entered in Contract Management.

Location

Location of the equipment at the customer’s site in Contract Management. Serial number of the equipment entered in Contract Management.

Serial Number

Serial number of the equipment entered in Contract Management.

Order No.

Displays the purchase order number used to purchase the equipment

NOTES: This number is entered in the Equipment tab in Contract Management.

It is possible to view the order from one of the following options: Service Call Inquiry, Service Contract Inquiry or Service Equipment Inquiry. Simply double-click on the order number in the Equipment tab.

Extension

Displays the extension of the purchase order used to purchase equipment, if applicable.

Customer’s Ref. No.

Customer’s equipment reference number.

Warranty

Warranty on the equipment.

NOTE: When entering a call or return from call, maestro* warns the user that the equipment in the contract is under warranty.

Columns:

Start Date

Warranty start date after purchase or when the equipment is replaced.

End Date Labour

Warranty end date on labour for each piece of equipment covered in the contract.

End Date Material

Warranty end date on parts for each piece of equipment covered in the contract.

Dispatch tab:

This tab is visible if the Call Dispatch option is installed. No information will be displayed if no calls were dispatched or the Service Dispatch option is used to dispatch calls.

This tab displays the employees assigned to the call by the Call Dispatch option in a table. These values cannot be modified in this tab.

The Automatic insertion according to the dispatch icon at the top of the screen lets the user transfer hours from call dispatch in the Detail tab.

To do this, the dispatch type must be set to Finished and the employees assigned to the call must be linked to the service call module. It is possible to change these hours in the Detail tab if necessary. When using this function, the Transferred column is checked to tell the user that the hours have already been transferred to the Detail tab.

For hours transferred from dispatch to the Detail tab, it is possible to define the default activity that will be used to invoice these hours. To do it, click the Configuration icon in the tool bar and complete the Insertion of hours from the dispatch section.

Quotations tab:

The Quotations tab displays information related to the quotations created through the current service call.

The Quotations tab is only displayed if the Service Quotation option is activated in maestro*.

Additional fields tab:

This tab allows the user to enter additional fields in order to complete the information.

The values of the additional fields can be copied from one screen to the other on the condition that the name of the variable used, for the additional field, is the same in all screens.

Click Save.

It is possible that maestro* refuses to save hours if the Hour Transfer Method is set to 2 - Balanced and if the Closure of the auxiliary (hours) column in Set Pay Periods is checked. This configuration lets the administrator prevent the entry of hours in a payroll period that has already been calculated.

Transferring a Return from a Service Call

To transfer as return from a service call, you must make sur the Accept. field, in the Detail tab, is set to YES.
Click on the Transfer icon and answer Yes to the question "Do you want to transfer this transaction?".
The Return from Service Calls Transfer window is displayed.
Decide what needs to be transferred in the return from a service call:

Choice

Description

Final Transfer

By checking the Final Transfer line, all elements will be transferred at once: Hours Employee, Hours Equipment, Material, and Items to Bill.

Transfer of Hours

By checking the Hours Transfer line, the Hours Employee and Hours Equipment elements will be transferred.

If we only check the Employee line, under Hours Transfer, only the Hours Employee will be transferred. The employee hours include the hours and bonuses entered in the Breakdown tab.

If we only check the Equipment lined, under Hours Transfer, only the Hours Equipment will be transferred. The equipment hours include all equipment hours entered in the Breakdown tab.

Material Tranfer

By checking the Material Transfer line, only the return from a service call's Material elements will be transferred. This includes all elements that are not hours or bonuses in the Breakdown tab.

Items to Bill Transfer

By checking the Items to Bill Transfer line, only the return from a service call's Items to Bill elements will be transferred. This includes all elements in the Items to Bill tab.

Choice	Description
Final Transfer	By checking the Final Transfer line, all elements will be transferred at once: Hours Employee, Hours Equipment, Material, and Items to Bill.
Transfer of Hours	By checking the Hours Transfer line, the Hours Employee and Hours Equipment elements will be transferred. If we only check the Employee line, under Hours Transfer, only the Hours Employee will be transferred. The employee hours include the hours and bonuses entered in the Breakdown tab. If we only check the Equipment lined, under Hours Transfer, only the Hours Equipment will be transferred. The equipment hours include all equipment hours entered in the Breakdown tab.
Material Tranfer	By checking the Material Transfer line, only the return from a service call's Material elements will be transferred. This includes all elements that are not hours or bonuses in the Breakdown tab.
Items to Bill Transfer	By checking the Items to Bill Transfer line, only the return from a service call's Items to Bill elements will be transferred. This includes all elements in the Items to Bill tab.

If there are multiple elements in a section, we can choose those that need to be transferred.
Click on the Transfer icon.
Answer the question that appears, which explains that the transfer will no longer be modifiable.
The transfer is performed and the transfer report is displayed.