As you use your ServiceWorks account, you may run into a situation where an item was added to a ticket before you could properly assign an existing serial number to it. We understand that the process of opening a support ticket could interfere with your ability to process service requests, so here’s a brief explanation on how to resolve this issue on your own should you need to
Step 1: Locate and Deactivate the Old Item
To begin, first you’ll need to make some changes to the existing item’s name. Hover over the Inventory tab in the toolbar and select Item to reach the inventory view
Next, within the inventory item view, use the search features to locate the item you wish to edit. Once found, hover over the three-dots at the end and click Edit. For the sake of this example, we’ll be using item #004
Now that you’re in the item edit menu, you’ll need to do the following:
1. Change the Item’s Number
In order to prevent your previous un-serialized item from getting mistaken for your new serialized one, you will need to change the item number within your system settings. We recommend adding “old” to clearly differentiate between each existing item
2. Deactivate the Item
Now that you’ve changed the name of your item, you’ll need to ensure that the previous version of it cannot be selected for further use. To do so, scroll down to the bottom of the item edit menu and select Deactivate.
Step 2: Recreating Your Serialized Item
Now that the older version of your selected item has been deactivated, its time to recreate the item within your inventory. Back in the inventory item view, click on the New button to create your new item
Once in the new menu screen, re enter the information from your previously stored item. Be sure to click the “Serialized” button before saving, or you will need to repeat this process!
Once finished with your entries, click Save to continue
And now that it’s saved, you should be able to see both the active and inactive versions of the item within your system settings
Note: To replace this or any of the items you have to duplicate for serialization, you will need to manually replace those in existing jobs to update to the serialized versions.