iDynamics Incident Management
iDynamics Incident Management is an extension dedicated to manage incidents that occur during the standard sales or purchase processes of Microsoft Dynamics 365 Business Central.
The extension adds options for:
- Create tickets related to one, or more, purchase or sales documents.
- Create tasks and follow-up actions related to these tickets.
The extension allows the management of incidents related to suppliers and customers with respect to the company's purchases and sales, including the central warehouse receipts, so that it covers not only the purchase and sale operations affected by an incident, but also the rest of the internal operations (Administrative tasks, etc.) at the same time.
For all this, there is a specific maintenance of incidents and uses the tasks and interactions of the CRM module of Dynamics 365 Business Central / Dynamics NAV that will be linked to the incidents, thus obtaining a vision and planning of work to be done (tasks) and actions performed (interactions).
The origin of data entered in the system that may be related to an incident will be as follows:
- Sales Shipment
- Sales Posted Invoice
- Sales Return Rcpt
- Sales Posted Cr. Memo
- Purchases Order
- Purchases Invoice
- Purchases Credit Memo
- Purchases Receipt
- Purchases Posted Invoice
- Purchases Return Shpt.
- Purchases Posted Cr. Memo
- Warehouse Receipt
- Warehouse Posted Receipt
- Warehouse Posted Shipment
Incidents are identified by a serial number, and therefore, in order to create incidents, it is necessary to select the setup of serial numbers to be used. In the case of Dynamics 365 Business Central, during the extension installation process, a setup wizard is run to facilitate this step. In the case of Dynamics NAV, or if you want to modify this configuration, you must access "Incident setup":
Category and Incident type
To facilitate the management of incidents, they can be classified by category and by type of incident. Therefore, it is recommended to create the categories and their corresponding types before starting to work with the incidents. To do this, access the categories of incidents page from the manual setup menu.
Within each category, the types of incident that exist for each case must be defined. To access to the types of incidents, go to the page incident types or from the page incident categories by clicking on the button "Types of incidents".
Activities by type of incident
For each type of incident, the activities to be performed are defined, choosing the execution of them as it is shown in the following image.
Then you choose an activity code that can be defined previously or defined at the moment. This activity code will be associated with a general description that can be modified as desired.
Tasks template by activities
You can define tasks by accessing the list of activities. From there, by entering the code of the activity for which you want to define its tasks, a page like the one below will open:
These tasks, associated with the different activities, will act as a template when automatic tasks are generated, in such a way that all the tasks associated with the defined activities will be generated.
The close and reopen reasons of an incidence can be setup in the manual setup menu.
From the list of requests, you can create new ones or consult the existing ones. Additionally, it is possible to navigate to an issue from the source documents.
Once inside an incidence, a screen like the following one will be displayed:
No: This is the code that uniquely identifies each incidence; the system automatically creates a number based on the standard serial number functionality.
Description: Descriptive text of the incident.
Category code: The category allows to classify incidences for easy management. The value is selected from the the category code table.
Incident type code: The type of incident allows a second level of classification of the incidents. The incident types are linked to the categories, so to be able to select the type, it is necessary to have previously selected a category. When selecting a value, if the request type has associated tasks, these will be created associated with the requests.
Status: Possible options are open or closed. Specifies whether or not the incidence is pending resolution.
Creation date: The date on which the incidence was created within the system. It is not editable by the user.
User creation: User who has created the incidence.
Priority: The priority of the incidence (Normal, High and Low).
Originated by: Indicates where the incident was originated. It can be an entity (e.g. Supplier), a department (e.g. Warehouse), or any other entity/group that can be useful in obtaining incident statistics.
Communicated by: Indicates who detected the incident. It can be a person (e.g. Customer), a department (e.g. Sales) or any other entity/group that can be useful in obtaining statistics on incidents.
Assigned user ID: The user assigned to manage the incident.
In the Tasks section:
Automatic tasks generated: It will be checked if the tasks configured for the selected incident type have been created.
Pending tasks: The number of opened tasks associated with the incidence.
Tasks accomplished: The number of closed tasks associated with an incidence.
If we click the number that appears on the right side it is possible to navigate to the task list:
Lines of origin
As for the lines of origin, this will be the area where the lines of a document with an incidence will appear. Among the fields to be filled in, the following stand out:
Document type: the document type to which the row belongs. You can choose between the different options shown in the image.
Document number: The document number to which the row belongs. Document line number: The line number in the original document. All other fields are filled in automatically.
From the line drop-down menu, you can access to all the options that the lines have:
See original document
The original documentE the row belongs to
Write line-level comments.
Tasks associated with that line.
Movs. interaction log
Movements generated by closed interactions.
If you are not in Dynamics 365 Business Central, the options will appear at the bottom as shown in the image:
As for the actions that can be performed in an incident are highlighted:
Close an incidence: Only the person responsible for the incidence will be able to close the incidence, when the incidence is closed a question will be displayed to the user indicating if he wants to close all the pending tasks. The status of the incident is now closed. You will be asked for a code whose fields is mandatory to proceed with the closing.
Reopen an incidence: An incidence that is in closed state can be reopened, only by the person responsible for it, the state becomes open. The code reason for reopening must be indicated.
Comments: You can generate comments at the line level (one line of a request) or at the header level which would be this case.
Tasks: Access the list of tasks.
Show type: Only appears in the web client. If we are in the web client, some fields of the general section will not allow us to navigate through because of that it is enabled a button in this section, from which we can access the type of incidence. This option will open the table where you can fill in the different activities of the task pattern so it will only make sense if you are going to generate tasks automatically.
Movements: They are generated when an incidence is closed or reopened. These are the movements of an incident.
Movs.Interaction log: Movements generated when interactions are created.
From here you can create a new task associated with the incident manually or automatically.
Create task: Action to create a new task associated with the incident. In the task, the associated contact will be indicated manually. Only one contact related to the customer/supplier associated with the incident can be selected. If the line number of the request is chosen, the seller's field (compulsory) will be filled in only as it is associated with the line number. You must select a start date.
Once accepted, the task will be opened and can be managed by the marketing department.
Create interaction: Action to create a new interaction associated with the incidence. In the interaction the associated contact will be indicated manually, only a contact related to the customer/supplier associated with the incident can be selected.
Generate automatic tasks: Used to generate tasks that are associated with n activities. List of tasks included in an activity and n activities associated with an incidence TYPE. From this action, all the tasks included and those responsible for these activities will be launched, with the calculation of dates from the date of the incident.
In the previous illustration (example) you can see the activities that are included in the type of incident SALES - TEST. The incidence type code has been selected in the general section and when automatic tasks are generated it will be the one generated.
In order to assign different activities to a type of incidence, you can do it from the detail of the type of incident by accessing as in the image 27, 28 and 29 or directly from the screen of the type of incident and editing it.
In the case of automatic tasks you will not be able to modify a field that was editable before: