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Log service calls against the right unit, contract and technician
For support teams who want a Dynamics GP field service call opened without duplicates or billing mistakes, by asking their AI assistant.
On this page
Connector
Connect Microsoft Dynamics GP, pick your AI tool and paste the prompt.
The problem
Second calls for one fault and billed covered work
Opening a field service call in Dynamics GP means finding the equipment, checking contract coverage, picking a service type and a technician with capacity. Skip a check and you log a second call for the same fault or bill work the contract covers.
Without PopdockAI
- Find the customer's equipment and the right serial number
- Search for an open call on the same unit
- Look up which contract covers it
- Pick a technician without seeing their load
With PopdockAI
- The equipment is found, and it asks which unit when there are several
- Any open call on the unit is shown before continuing
- The covering contract is found
- The least loaded active technician is picked and you confirm every field
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Open a service call for `{customer-name}` about `{problem}` (equipment `{serial-number}`, if known), with the right contract, service type and technician, after the user confirms.
Pass `{company}` as `company` on every call (if it is empty, omit `company` and the default company is used). Pass a generous `max-records` (1000). If a result comes back with exactly that many rows, say the result may be truncated.
**Step 1: Customer and equipment**
Call `dynamics-gp-get-rm-customer` with `customer-name.contains` (or `customer-id`); if several match, list them and stop. Call `dynamics-gp-get-srv-equipment` by `customer-id` (and `serial-number` when given). If no serial number was given and the customer has several units, list them and ask which one.
**Step 2: Existing calls and contract**
* `dynamics-gp-get-srv-service-call` by `customer-id`: if an open call (no `complete-date`) already covers this unit or problem, show it and ask whether to continue.
* `dynamics-gp-get-srv-contract-line` by `customer-id`: the contract covering this serial number, if any, and whether it is in date.
**Step 3: Service setup**
* `dynamics-gp-get-srv-service-type`: pick the service type that fits `{problem}` (and `contract` when covered); note its `default-technician-id`.
* `dynamics-gp-get-srv-tech` by the equipment's `office-id`: active technicians; count each one's open calls from Step 2's data for the office and suggest the least loaded, unless the service type names a default technician.
* `dynamics-gp-get-srv-service-status`: the status code for a new or open call.
* The record type for an open call: read it from `service-record-type` on any open call returned in Step 2, or ask the user.
**Step 4: Confirm**
Ask the user for the call number to use and the priority. Show the user exactly what will be written, field by field, and ask for explicit confirmation. Do nothing further without a clear yes. Show customer, address code, equipment, contract, service type, technician, priority, status and the description.
**Step 5: Write, once**
Call `dynamics-gp-srv-service-call-add` once with `call-number`, `record-type`, `call-status`, `customer-id`, `address-code`, `office-id`, `service-type`, `technician-id`, `priority`, `contract-number` (when covered) and `general-description` set to `{problem}` plus the serial number. Do not retry a failed write automatically. Report the error exactly as returned.
**Step 6: Verify**
Call `dynamics-gp-get-srv-service-call` by `service-call-number` and report what was stored.
**Rules & Guidelines:**
* `dynamics-gp-srv-service-call-add` is the only write tool this prompt may call, once, after Step 4.
* Do not add call lines, parts or labour here.
**Validation:**
* If the customer has no equipment on record, say so and ask whether to log the call without equipment.Who it's for
One answer, three teams that use it
Service desk agents
Log calls while the customer is on the line
Equipment, open calls and coverage are checked as you talk, so the call is set up right first time.
Log a Dynamics GP service call for Fabrikam: printer serial LP-88120 is jamming on every job.
Dispatchers
Assign the technician with capacity
The least loaded active technician is proposed, so work spreads evenly across the team.
Open a service call for Northwind Traders, their SD-200 dock is not charging, and assign whoever is least busy.
Service managers
Bill only what the contract does not cover
The covering contract is found when the call is logged, so covered work is not invoiced by mistake.
Contoso reports a fault on unit SN-4471. Is it under contract, and can you log the call in Dynamics GP?
How it works
What PopdockAI does when you ask
You give the customer and the problem, and your AI assistant checks Dynamics GP equipment, calls and contracts before proposing the call. It is created once, only after you confirm.
01
Ask
You give the customer, the problem and the serial number if you know it.
02
Check
It finds the equipment, any open call and the contract that covers it.
03
Assign
It picks the service type and the least loaded active technician.
04
Confirm
You approve every field, and the call is created once and read back.
What PopdockAI provides
The tools behind the answer
Ready made tools for Microsoft Dynamics GP and one secure connection to your AI tool. No code, no exports.
microsoft-dynamics-gp-get-rm-customer
microsoft-dynamics-gp-get-srv-equipment
microsoft-dynamics-gp-get-srv-service-call
microsoft-dynamics-gp-get-srv-contract-line
microsoft-dynamics-gp-get-srv-service-type
microsoft-dynamics-gp-get-srv-tech
microsoft-dynamics-gp-get-srv-service-status
microsoft-dynamics-gp-srv-service-call-add
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Each fault logged once, on the right contract
Related use cases
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