Dynamics Community Forum Thread Details

Service Item disappears after posting a Purchase Receipt in BC26 (Service Module)

Hello everyone,

I’m working in the Service Module of Business Central 26 (standard environment, no customizations) and I’ve encountered an issue related to service items and item receipts.

Here’s the situation:
I sell an item, and a service item is automatically created as expected.
Later, I receive the item back from the customer due to a sales complaint (reclamation).
As soon as I post the purchase receipt (item receipt) for this returned item, the related service item disappears from the system (I also get the message).
No credit memo is posted yet — only the item receipt because the customer will get back the item.
I have checked the Service Setup, but I can’t find any option like “Automatically delete service items” that could explain this behavior.

Could someone please confirm if this is standard behavior in BC26?

Why is the service item automatically deleted when the receipt is posted?
Is there a way to prevent this from happening while keeping the service item active for further processing?

Environment details:

Microsoft Dynamics 365 Business Central 26
Standard configuration (no custom extensions)
Using Service Orders and Item Receipts (no credit memo posting)

Thank you in advance for your help!

Categories:

Customer Knowledge Management Agent

Dynamics 365 Customer Service

Dynamics 365 Guides

Sorry for the obvious question, but just to check: is the item maybe just hidden through a filter on "active"? It seems like the item is generated, visible and then deactivated automatically whenever no longer "needed" (as defined by the system).

If you removed the filter the item would remain visible, I might just add a status column to the listview.

Else if it really is deleted then that would mean there is a lookup to it and an automatic deletion process. In this case my remedy to not touch the standard, would be to clone the item oncreate. The copy remains yours and shouldn't be removed. Dynamics doesn't generally do any "delete all" scrubs, hence any copies should remain. Of course you'd need to avoid showing everything in duplicate, but maybe that can help get you in the right direction before fixing such details.

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