A service type is a template that describes how a service call-out process should run for a given type of product. The template defines the steps to be carried out, when they are to take place, and which communication (email and SMS) is to be sent automatically to the customer at each step. In addition, the service type can be linked to specific service products that are to be included automatically in the process.
When a service call-out is started for a product, a running workflow is created based on the selected service type. The system then drives the process automatically based on the defined steps and scheduling rules.
You find the screen in Financial under the menu item Service types. If you cannot see the menu item, you most likely do not have permission for it. Contact support.
The screen shows a table with all defined service types. The table has three columns.
System name: The internal technical name of the service type. The system name must be unique across all service types and must not be changed after the service type has been put into use.
Display name: The name users see when they select a service type in the system.
Enabled: An icon that indicates whether the service type is active. Only active service types can be selected in product instances, product categories and product settings.
New creates a new service type. The action is always available.
Edit opens the edit form for the selected service type. The action is only active when a row is selected. The same happens when you double-click a row.
Delete deletes the selected service type after confirmation. The system asks you to confirm with the message "Do you want to delete this service type?" before deletion is carried out. The action is only active when a row is selected. If the service type is in use by active service call-outs, deletion will be rejected.
When you create or edit a service type, a form is shown with two columns at the top and two panels with steps and services below. Save saves the changes and closes the form. Cancel closes the form without saving.
Display name: The name shown in the system. The field is required.
System name: The technical name of the service type. The field is required and must be unique. The system checks uniqueness automatically.
Enabled: Specifies whether the service type is active and can be selected in the system.
Approval method: Determines whether the messages sent from the steps must be approved manually before they are sent, or whether they are approved and sent automatically. Possible values are "Approve automatically" and "Manual approval".
Print tag: Links a print tag to the service type, which is used to control which reports are available for the service process.
The left panel in the edit form contains the steps that the service call-out process is to go through. The table shows the Description and a calculated scheduling description for each step.
Add step (the plus button) opens the step dialog, where you create a new step. The action is always available in the edit form.
Delete step (the minus button on the step row) removes the step directly from the list without a confirmation dialog.
Double-clicking a step row opens the step dialog and lets you edit the existing step.
The step dialog is divided into three sections: general information, communication settings and scheduling.
Description: A free-text name for the step. The field is required and is used, among other things, in the scheduling description and as a reference in other steps' scheduling rules.
Price incl. VAT: The price for the step including VAT. The field is required, must be specified as a number, and can be negative.
The "Initial" section defines the communication that is sent when the step is activated.
Email subject: The subject line of the email sent on step activation.
Email message: The body of the email. The text field supports placeholders that are replaced by the system with relevant values.
SMS message: The SMS text sent on step activation. The text field supports placeholders.
Report: The report that is printed on step activation.
Print tag: Print tag used for selecting the report.
Text for print: Free text included in the printout. Max. 2,500 characters.
The "On completion" section defines the communication that is sent when the step is marked as completed. The fields are identical to Initial communication: Email subject, Email message, SMS message, Report, Print tag and Text for print.
Execution: Specifies when and how the step is to be executed. There are five possible values.
"Newer" executes the step once without a fixed time.
"After" executes the step a number of days, months or years after an event. When you select "After", three extra fields are shown: Span (number), Period (Days, Months or Years) and Event. Event can either be "Start" (the workflow's start date) or a specific earlier step in the service type.
"Exact date" executes the step on a specific date that you specify in the Exact date field.
"Monthly" executes the step repeatedly on a fixed day of the month. The Day field specifies which day of the month.
"Yearly" executes the step once a year. The Day and Month fields specify the fixed date in the year.
Repeat every: A check box that enables repetition of the step. When the check box is ticked, the Span and Period fields are shown, specifying the interval between repetitions. Available for the execution types "After", "Monthly" and "Yearly".
Limit repetitions to: A check box that limits the total number of times the step may be repeated. When the check box is ticked, you specify the number in the field next to it.
The right panel in the edit form contains the service products and action codes linked to the service type. The table shows Main product, Action code, Related products and Must be applied to main product.
Add service (the plus button) opens the service dialog, where you create a new link. The action is always available in the edit form.
Delete service (the minus button on the service row) removes the link directly from the list.
Double-clicking a service row opens the service dialog and lets you edit the existing link.
Main product: The primary stock or service product linked to the service type. The field is an autocomplete search field that searches in stock and service products.
Action code: An action code from the Financial module that is linked to the service.
Must be applied to main product: A check box that specifies whether the service is to be applied directly to the selected main product.
Related products: A grid where you can add additional products related to this service on the service type.
Service types are used in three places in the system.
Product instances (Service call-outs): When you edit a product instance under the service call-outs tab, you can select a service type in the "Service type" field. This starts a new workflow process for that instance based on the selected service type.
Product categories: In the editing of a product category you can specify a default service type. This service type is used automatically as the default for new product instances created within the category.
Product settings: In the product settings dialog you can specify a service type in the "Service type for serialized items sold together with this product" field. This setting controls which workflow type is created automatically for instances sold as part of a combined order with that product.
If you have any questions, you are welcome to contact support.
Want to know more?
Read more in these related articles:
Settings for service call-outs
Walkthrough of the settings under Communication workflow settings in the Inventory module. Here the time window for automatic sending of service call-out messages to customers is configured.
Service call-outs
A combined overview of scheduled and historical service call-outs. Approve, send and error-handle messages to customers about upcoming service needs. Configure service types with steps, communication templates and execution plans.
