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Setting Up SM Customers

SM Customers records an AR customer as an SM customer. Address and location come from AR Customers and are display-only here (change them in AR). Use the form for default rate template, rate overrides, standard charges, Billing tab WO and agreement invoice settings (recipients and delivery), plus service sites and contacts. After use, Work Orders and Invoices tabs are display-only history (double-click a grid row to open the related form).

Trimble procedure: Set Up an SM Customer (Service Management Setup).

Before you start​

  • The AR customer must already exist. If missing, F5 from Customer opens AR Customers; add them there, then return.
  • SM Company setup is not listed as a prerequisite. SM Company Parameters only supplies fallback default invoice reports when custom reports are blank.

Steps (Info)​

  1. Open SM Customers (Service Management → Programs → SM Customers).
  2. Enter Customer (AR customer number or F4). Address is display-only from AR.
  3. Optionally check Non-Billable — checked = work orders default non-billable; unchecked = billable status is set by service site.
  4. Optionally check Alternate Bill To and enter the Bill To AR customer to bill service work to someone else.
  5. Enter Rate Template (or F4), or leave blank if the site or WO will supply it.
  6. Set Customer PO Setting: N-Not Required (default) or R-Required.
  7. Optionally enter Primary Technician (must be Active in PR Employees).
  8. Optionally enter Reviewer (active reviewer; F4; F5 opens HQ Reviewers) so that user can mark WOs ready to bill.
  9. Leave Active checked for lookups and use on a service site or work order.
  10. Complete Billing tab WO and agreement invoice settings (below). Related follow-ons (separate topics): billing info, rate overrides, standard charges, technician preferences, customer service site, contacts, agreements.

Billing: work order invoice settings​

  • Invoice Grouping — C one per customer (default), S one per service site, W one per work order. Controls which Deliver To options are enabled. Overridable at the site. If Bill To and Custom Invoice Report differ on a WO, grouping can be overridden (see About Invoice Grouping).
  • PO Override — default unchecked (also if created from Call Handler). Same customer PO groups scopes on one invoice when this customer is the scope bill-to, regardless of grouping. Overridable by site.
  • Invoice Summary Level — L line, C cost type (no cost type prints as ***NO COST TYPE***), T transaction. Overridable per invoice in SM Invoice Review.
  • Custom Invoice Report — F4. Blank uses SM Company Parameters Default WO Invoice Report, else standard SM Invoice.
  • Deliver To — AR Customer (AR billing address/email); Service Site (disabled if grouping is C); Other (same disable when grouping is C). Used with SM Company Parameters “Show Customer/Site Attachments in Invoicing.”
  • Delivery Method — P-Print or E-Email. Email comes from AR, the site, or the Other email field.

Billing: agreement invoice settings​

  • Use Work Order Invoice Settings — checked disables the rest of this section except this checkbox and Custom Invoice Report, and reuses WO delivery method/recipient.
  • Custom Invoice Report — own agreement report. Blank uses SM Company Parameters Def Agreement Inv Report, else standard SM Agreement Invoice.
  • Deliver To — only AR Customer or Other (no Service Site). Enabled only when the reuse checkbox is off.
  • Delivery Method — P or E, using AR or Other email.

Hard rules​

  • Address is locked to AR; edit in AR Customers only.
  • Non-Billable checked: WO scopes default Price Method Non-Billable (overridable). Unchecked: scopes default T–Time and Material (overridable). Checked also defaults SM Service Sites Non-Billable checked and disables that site checkbox; unchecked enables the site checkbox (default unchecked).
  • Customer PO R-Required is warn-and-allow, not a hard stop: missing PO on SM Work Orders warns but save is allowed; billing also warns if the scope has no PO, but the invoice is still created. Site-level PO setting is checked first; if site is null, customer setting is used.
  • Rate template on the service site beats the customer template. WO uses the customer template only if the site has none. Blank customer template means you must enter the template on the WO before work completed. Call Handler–created customers can seed the rate template (and PO Override default).
  • Primary Technician must be Active in PR Employees; inactive blocks save.
  • Clearing SM Active does not change AR Customers active status. Inactive SM customers do not appear in F4 and are not available for SM Service Sites (procedure also says they cannot be referenced on a work order; field defs emphasize sites and lookups).
  • Grouping C disables Service Site and Other Deliver To.
  • Contacts tab Include Trip Close Email: contact gets an email when a Vista Field Service trip for this customer is closed.
  • Work Orders tab fields are display-only. Service Site on a WO can be changed only in SM Work Orders while WO Status is Open, then Refresh.

Notes​

  • Related: Set Up Billing Information for a Customer; rate overrides; standard charges; technician preferences; Set Up a Customer Service Site; Assign Contacts; Set Up an Agreement in SM Customers; attachment types; About Invoice Grouping; About the Invoice Summary Level; AR Customers; SM Rate Templates; HQ Contacts / HQ Reviewers; SM Service Sites; SM Rate Override Base; SM Company Parameters; SM Work Orders; SM Invoice Review; SM Call Handler; Vista Field Service trip close.
  • Trimble also notes a possible conflict: if Use Work Order Invoice Settings is on, one note says agreement invoices use the WO Custom Invoice Report, while Agreement Custom Invoice Report stays enabled and blanks still fall back to Def Agreement Inv Report.