Products that cannot be repaired will need to be replaced. For a call about a replacement product, the technician may ask the back office to check whether the product is available.

You will need to update the status of the product and make it available if it is in stock or via a purchase order, so that the technician can replace the product during the next visit.

When the technician requests product availability from the Field user view, the call log will show the product status as “Requested.” The call will then move to the “Awaiting Parts” status.

If the product is available, you can change its status to “Delivered” and schedule another visit to replace it.

If you have enabled the Inventory Asset Management (IAM) mode, you will need to reserve a specific replacement product from Inventory. To reserve a specific product:

1/ Click the 3-dot menu of the requested replacement product.

2/ In the modal, select the asset and click "Reserve."

Once the replacement asset is added to the call, it is checked out of inventory.

The option to choose a specific asset is also available when adding an additional product to the service call. To add an additional product:

1/ Click "Add product" above the Products table and click "Additional Products Used" in the modal.

2/ In the Additional Product Used modal, search for the product and add it.

3/ Click the down-arrow on the Add button and click "Add and Reserve assets."

3/ In the modal, select the asset, and click "Reserve."

Once the additional asset is added to the call, the asset is checked out from inventory.

If the product is unavailable, you will need to order it using the standard ordering process on D-Tools Cloud.

To order the product, click the 3-dot menu of the product and choose “Add To/Create Order.” This will open a modal with options to add the product to a draft PO (Purchase Orders) or create a new PO.

Check out this collection of articles for more details.

You can change the call status to "Parts Ordered" and "Parts Received" as and when you order and receive the products.

When the supplier delivers the product, change its status to “Delivered” and schedule another visit to replace it.

If the product is installed as part of a project managed on Cloud, or if the product is under manufacturer warranty, the customer will not be billed for the product.

By default, the customer will be billed for all replacement products included in a service call.

However, if you find out that a product is under manufacturer warranty, do the following:

1/ Go to the “Work Summary” tab of the call.

2/ Under “Replacement Products,” click the 3-dot menu of the product and click “Edit.”

3/ In the product's side panel, select “Included in service contract.”

Now, the product price will not be added to the invoice.