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When we add materials to a Service Order and create a PR to order them, we have two options for the “Delivery To”:  Warehouse or Customer

 

Delivery to Warehouse is good if we know which Van or warehouse to use and Customer is good if we are selling the parts directly to the customer but we have a hybrid situation which is common for us, to ship the parts directly to the Customer Site (not sold to them yet), to be picked up by the SA when they arrive.

 

Delivery to Customer is ideal for this situation because we don’t always know which SA will make the visit, so whoever arrives there can then confirm the drop-ship and collect the parts and use them on the visit BUT the problem is that any parts that are not used in the call still belong to us, not the customer, so we want unused parts to remain in the SA van stock.  What happens though is that as soon as the Service Order is removed from Mobile, the parts also get removed so we lose control of them. They belong to us but are not in any of our warehouses and if the SA forgets to take them away when they leave, we can lose them altogether.

 

Is there a setting somewhere, that will allow us to use “Delivery To” the customer but to leave unused parts in the SA Van stock after the call is resolved and removed from their mobile?

There could  be  many different scenarios for the above process, but assuming you create PR for the material on the Service Order, and you order it from Vendor to Customer, the next step would be to create Confirm Drop Ship .

After that, if part is not Used, you can set disposition to “Not  Used” and select return warehouse as a  van. Part will be transitioned to Tech’s van

On the mobile side you can set the Material disposition to “Not Used” on ship direct demands on the Material Edit screen.  Set the Return Reason field to Cancel Usage and set the Return Warehouse to the mobile technicians Default Warehouse.  Once you hit SAVE it will convert the installed item into an inventory item into the mobile technicians warehouse (and note that it will be available for use even BEFORE you complete the service order on the mobile device and move the order from the Work List to the History module):
 

 

Hi Leonid and Reid, thank you both for your kind and detailed answers.  I am wondering though, if there is an associated setting I need to take care of in the logistics settings or MOE because when I test this, it looks like it works exactly as you describe.  As soon as I set the part as “Not Used” in Mobile and set the returns warehouse to the SA Van, the unused part does immediately appear in the SA Van Inventory.

However, if I look in the Warehouse inventory in back-office, there are no parts shown as being in stock for that SA Van.

Also, if I click on the Refresh button in Mobile Inventory, all the parts disappear immediately.  I’ll send an email to you to give more details

Hi Chris, 

Log a ticket for this issue in our support portal, I tried refreshing the Inventory module on mobile and the part still shows there as well as in the Warehouse Inventory module in the back-end application (tested on V15.3 of Alliance and Mobile Edge).  If you have access to the Alliance Event Viewer log files see if any errors are captured in there once you click on the SAVE button on the mobile device for the Not Used update (wait a couple of seconds for the mobile API to be sent upstream and processed, once the communication orb has cleared out then refresh the event viewer and see if there are any errors or warning captured in there to help pinpoint the problem and add them as an attachment to the call).

Thanks Reid,

I will do that.  FYI, we are currently using Mobile version 15.3.0.0.1 and back-office 14.0.0.24.

I’ll update this string after I know the result.

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