The Troubleshooting information does not flow through from the Service Item Group to the Service Item Information Pane on a service order in Microsoft Dynamics NAV

View products that this article applies to.

This article applies to Microsoft Dynamics NAV for all language locales.

Symptoms

In Microsoft Dynamics NAV, a service item has a Service Item Group assigned when you enter the service item on a service order. However, the Troubleshooting information that is set up on the Service Item Group does not flow through to the Service Item Information Pane on the service order. To view the Troubleshooting information, you have to check the Service Item Group that is assigned to the service item.
This problem occurs in the following products:

Microsoft Dynamics NAV 2009 Service Pack 1 (SP1)
Microsoft Dynamics NAV 2009 R2

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Resolution

Hotfix information

A supported hotfix is now available from Microsoft. However, it is only intended to correct the problem that is described in this article. Apply it only to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Microsoft Dynamics NAV 2009 service pack or the next Microsoft Dynamics NAV version that contains this hotfix.

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Technical Support Professional for Microsoft Dynamics and related products determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

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Installation information

Microsoft provides programming examples for illustration only, without warranty either expressed or implied. This includes, but is not limited to, the implied warranties of merchantability or fitness for a particular purpose. This article assumes that you are familiar with the programming language that is being demonstrated and with the tools that are used to create and to debug procedures. Microsoft support engineers can help explain the functionality of a particular procedure, but they will not modify these examples to provide added functionality or construct procedures to meet your specific requirements.

Note Before you install this hotfix, verify that all Microsoft Navision client users are logged off the system. This includes Microsoft Navision Application Services (NAS) client users. You should be the only client user who is logged on when you implement this hotfix.

To implement this hotfix, you must have a developer license.

We recommend that the user account in the Windows Logins window or in the Database Logins window be assigned the "SUPER" role ID. If the user account cannot be assigned the "SUPER" role ID, you must verify that the user account has the following permissions:

The Modify permission for the object that you will be changing.
The Execute permission for the System Object ID 5210 object and for the System Object ID 9015 object.

Note You do not have to have rights to the data stores unless you have to perform data repair.

Code changes

Note Always test code fixes in a controlled environment before you apply the fixes to your production computers.
To resolve this problem, follow these steps:

Change the code in the Item Card form (30) as follows:
1. Click Item to open Menu Items, change the code in the Troubleshooting Menu Caption ID (185) as follows:
  Existing code
```
...
Caption = Troubleshooting
...
```
  Replacement code
```
...
  Caption = Troubleshooting Setup
...
```
2. Create a Menu Item as follows:
  - Name: Troubleshooting
  - Caption: Troubleshooting
  Then, add the following local variable:
  - Name: TroubleShootingHeader
  - Type: record
  - SubType: 5943 (Troubleshooting Header)
3. Chage the code in the OnPush trigger as follows:
  Existing code
```
...

...
```
  Replacement code
```
...
 //Add the following line,
TroubleShootingHeader.ShowForItem(Rec);
// End of the added line.
...
```
Change the code in the Item List form (31) as follows:
1. Click Items to open Menu Items, change the code in the Troubleshooting Menu Caption ID (105) as follows:
  Existing code
```
...
Caption = Troubleshooting
...
```
  Replacement code
```
...
  Caption = Troubleshooting Setup
...
```
2. Create a Menu Item as follows:
  - Name: Troubleshooting
  - Caption: Troubleshooting
  Then, add the following local variable:
  - Name: TroubleShootingHeader
  - Type: record
  - SubType: 5943 (Troubleshooting Header)
3. Chage the code in the OnPush trigger as follows:
  Existing code
```
...

...
```
  Replacement code
```
...
 //Add the following line,
TroubleShootingHeader.ShowForItem(Rec);
// End of the added line.
...
```

Change the code in the Service Order form (5900) as follows:
Click Line to open Menu Items, change the code in the OnPush Trigger in the Troubleshooting Menu Item as follows:
Existing code

...
// Delete the following line.
CurrForm.ServItemLines.FORM.ShowTroubleshootingSetup;
// End of the deleted line.
...

Replacement code

...
// Add the following line.
 CurrForm.ServItemLines.FORM.ShowChecklist;
// End of the added line.
...

In the Service Order SubForm form (5902), change the code in the OnPush trigger in the following:
- Control ID: 65
- Control Name: IPTroubleshooting
- Control Caption: Troubleshooting
Existing code
```
...
// Delete the following line.
ServInfoPaneMgt.ShowTroubleshootings(Rec);
// End of the deleted line.
...
```
Replacement code
```
...
// Add the following line.
ShowChecklist;
// End of the added line.
...
```
Delete the following function in the Service Order SubForm form (5902): ShowTroubleshootingSetup

In the Service Quote form (5964), change the code in the OnPush trigger in the following:

Menu Button : Lines
Menu Item : Troubleshooting (ID = 122)

Existing code

...
// Delete the following line.
CurrForm.ServItemLine.FORM.ShowTroubleshootingSetup;
// End of the deleted line.
...

Replacement code

...
// Add the following line.
CurrForm.ServItemLine.FORM.ShowChecklist;
// End of the added line.
...

In the Service Quote Subform form (5965), change the code in the OnPush trigger in the following:

Menu Item : Troubleshooting (ID = 122)

Existing code

...
// Delete the following line.
ServInfoPaneMgt.ShowTroubleshooting(Rec);
// End of the deleted line.
...

Replacement code

...
// Add the following line.
ShowChecklist;
// End of the added line.
...

Delete the following function in the Service Quote Subform form (5965): ShowTroubleshootingSetup
Change the code in the Service Item Card form (5980) as follows:
1. Click Serv. Item to open Menu Items, change the code in the Troubleshooting Menu Item as follows:
  Existing code
```
...
Caption = Troubleshooting
...
```
  Replacement code
```
...
  Caption = Troubleshooting Setup
...
```
2. Create a Menu Item as follows:
  - Name: Troubleshooting
  - Caption: Troubleshooting
  Then, add the following local variable:
  - Name: TroubleShootingHeader
  - Type: record
  - SubType: 5943 (Troubleshooting Header)
3. Chage the code in the OnPush trigger as follows:
  Existing code
```
...

...
```
  Replacement code
```
...
 //Add the following line,
TroubleshootingHeader.ShowForServItem(Rec);
// End of the added line.
...
```
Change the code in the Service Item List form (5981) as follows:
1. Click Serv. Item to open Menu Items, change the code in the Troubleshooting Menu Item as follows:
  Existing code
```
...
Caption = Troubleshooting
...
```
  Replacement code
```
...
  Caption = Troubleshooting Setup
...
```
2. Create a Menu Item as follows:
  - Name: Troubleshooting
  - Caption: Troubleshooting
  Then, add the following local variable:
  - Name: TroubleShootingHeader
  - Type: record
  - SubType: 5943 (Troubleshooting Header)
3. Chage the code in the OnPush trigger as follows:
  Existing code
```
...

...
```
  Replacement code
```
...
 //Add the following line,
TroubleshootingHeader.ShowForServItem(Rec);
// End of the added line.
...
```

Change the code in the CalcNoOfTroubleshootings function in the Service Info-Pane Management codeunit (5972) as follows:
Existing code

...
// Delete the following lines.
IF ServItem.GET(ServItemLine."Service Item No.") THEN BEGIN
  TroubleshootingSetup.RESET;
  TroubleshootingSetup.SETRANGE(Type,TroubleshootingSetup.Type::"Service Item");
  TroubleshootingSetup.SETRANGE("No.",ServItemLine."Service Item No.");
  EXIT(TroubleshootingSetup.COUNT);
END;
// End of the deleted lines.
...

Replacement code

...
 //Add the following lines,
  TroubleshootingSetup.RESET;
  TroubleshootingSetup.SETRANGE(Type,TroubleshootingSetup.Type::"Service Item");
  TroubleshootingSetup.SETRANGE("No.",ServItemLine."Service Item No.");
  IF NOT TroubleshootingSetup.ISEMPTY THEN
    EXIT(TroubleshootingSetup.COUNT);
  IF NOT ServItem.GET(ServItemLine."Service Item No.") THEN
    EXIT(0);
  TroubleshootingSetup.SETRANGE(Type,TroubleshootingSetup.Type::Item);
  TroubleshootingSetup.SETRANGE("No.",ServItem."Item No.");
  IF NOT TroubleshootingSetup.ISEMPTY THEN
    EXIT(TroubleshootingSetup.COUNT);
  TroubleshootingSetup.SETRANGE(Type,TroubleshootingSetup.Type::"Service Item Group");
  TroubleshootingSetup.SETRANGE("No.",ServItem."Service Item Group Code");
    EXIT(TroubleshootingSetup.COUNT);
// End of the added lines.
...

Prerequisites

You must have the one of the following products installed to apply this hotfix:

Microsoft Dynamics NAV 2009 Service Pack 1 (SP1)
Microsoft Dynamics NAV 2009 R2

Removal information

You cannot remove this hotfix.

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Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

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References

VSTF DynamicsNAV SE: 259241

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Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

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