This example is based on a Food Manufacturing & Distribution W1 demo database and the incident registration setup data provided in the RapidStart packages included with the release. The functionality is available on D365 BC 2018 CU4 and higher.
1. Steps - Registering the incident
In the menu, go to Q/C & Compliance, Quality Control, and under Tasks select Incident Search.
In the Find What field under Search, enter a known posted receipt number (for example, PR000035). The system looks for Anywhere Mobility Solutions source record with that value and lists it below. You can also enter an item number or a lot number as initial search parameters, but the search takes longer and returns more results.
The results shown are for both the receipt header (one record) and the receipt lines (several records). Perform an additional search for an item (for example, P1780). Under the Result Set heading, enter P1780 in the Find What field. The result is a single line.
In the ribbon, select Create Incident and confirm that you want to create a new incident.
Note that the Incident Entries Confirm page is pre-filled with as much data as available: the source document, the incident classification, the status, and in the Source Details tab all information available as defined in the incident search setup.
Look up and enter an incident reason code and enter the appropriate comment explaining why the incident was raised.
Select OK and observe the Incident Search page with the found record. In the Incident Entries tab, a new line is now visible.
Select OK to close the Incident Search page.
2. Steps - Managing the incident
Open the Incident Entry List and search for the record you just created. Select it and choose Edit in the ribbon.
Select a Salesperson Code and confirm that all additional data from the receipt line has been added. The Additional Description field should contain your comment. Set the status to Assigned.
In the ribbon, select Create To-Do and observe the creation of a to-do. This interaction in the CRM part of Food Manufacturing & Distribution is not covered in this walkthrough, but be aware of its possibilities.
Set the status to In-Progress.
3. Steps - Resolving the incident
In the ribbon, select Create Resolution. Confirm with Yes and enter a resolution comment.
Select OK. Observe the line in the Incident Resolution Entries tab of the Incident Entry page.
In the Incident Resolution Entries tab, select the line and choose Edit. The Incident Resolution page opens with additional details about the resolution.
Enter a resolution code and set the Active field to Yes. Confirm with OK.
Close the page and set the status of the incident to To be Approved.
4. Steps - Closing the incident
Try to set the status to Finished and observe the error message.
First accept the resolution by selecting Accept Resolution in the ribbon. The Accept field on the active incident resolution line is now set to Yes.
Now set the status of the incident to Finished and observe that the active resolution line now has Accepted set to Yes.
Close the Incident Entry page and observe the status of the incident in the list page.
5. Steps - Additional
The main incident registration process is covered by this walkthrough. You can extend the functionality by:
Adding several resolution entries where only one is valid and active.
Creating several incident entries on the same source record.
Adding external documents through the record link on the Incident Entry page.
Using the Advanced Search button on the Incident Search page to set your own filters when searching for a source record.