Microsoft Knowledge Base Wiki

This article describes the guidelines that Microsoft support professionals use to determine when a support case becomes a consulting engagement for the following items:

• Report Writer in Microsoft Dynamics GP and in Microsoft Business Solutions – Great Plains
• Word Template in Microsoft Dynamics GP
• SmartList Builder in Microsoft Dynamics GP and in Microsoft Business Solutions – Great Plains
• SQL scripts (including Business Alerts)
• Integration Manager VB Script customizations
• Modifier/VBA Customizations
• Configurator File setup for eBanking modules

Report Writer

• We offer step-by-step assistance for the following functions in a support case:
  • One table link per report
  • One calculated field
  • One header or footer
  • One restriction per report

  If you need help for more than one of each function, the support case becomes a consulting engagement.

• A support case that requires the removal of temporary tables from a report is automatically considered a consulting engagement. The removal of these tables frequently involves the deletion of restrictions, of fields, and of calculated fields. The removal of these tables also frequently involves additional table linking to completely remove the temporary table. For example, a support case that involves edit lists or posting journals is automatically considered a consulting engagement.
• A reporting question that takes more than 30 minutes to test and to explain is considered a consulting engagement.
• If your reporting needs require a custom report, we can offer the following assistance:
  • We can help you determine the main table.
  • We can explain the files that must be linked to the main table.
  • We can provide information about the sorts, the headers, the footers, and the restrictions that you may have to add.

  However, any request for step-by-step information or detailed steps becomes a consulting engagement.

Word Templates in Microsoft Dynamics GP 2010

• We offer step-by-step assistance for the following functions in a support case:
  • How to add one field to the Word Template Document from the Field List.
  • How to format one field on the Word Template (May require referral to Word Team).
  • How to add one Image to the Template.
  • How to split one cell on the Word Template (May require referral to Word Team).
  • How to add/remove one row/column on the Template (May require referral to Word Team).

  If you need help for more than one of each function, the support case becomes a consulting engagement or you can create a new request for each additional field you need assistance with.

• A support case that requires the removal, addition, or positioning of Word tables or sections on a Template is automatically considered a consulting engagement. 
• A support case that requires custom Word functions on the Template is automatically considered a consulting engagement.
• A Template question that takes more than approximately 30 minutes to test and to explain is considered a consulting engagement. This would not include the time for assistance on the Report Write report (See Report Writer Section Above).
• If your Template needs require a custom Template, we can offer the following assistance:
  • We can help you determine the tables needed in Report Writer in order to populate the data on the Word Template.
  • We can explain how to re-create the xml data file so the existing Template can be used with the additions/changes in Report Writer.

  However, any request for step-by-step information or detailed steps on a custom Template becomes a consulting engagement.

SmartList Builder

We offer step-by-step assistance for the following functions in a support case:

• One table link to a SmartList Builder query

  Note If you are linking data from Extender to a SmartList Builder query, you may have to add two table links. In this case, we provide step-by-step assistance to add both table links.

• One “Go To” element for a SmartList Builder query
• One Restriction element for a SmartList Builder query
• One Calculation element for a SmartList Builder query

We also provide step-by-step assistance to help you configure SmartList Builder security.

If you need help for more than one of each function, the support case becomes a consulting engagement.

SmartList Builder services that include a consulting engagement are subject to a one-hour minimum charge.

Support professionals will try to create the customization that you request. However, some customizations cannot be created because of limitations in SmartList Builder or because of how data is stored in the database tables. Therefore, some customizations may not meet your exact specifications.

We support SmartList Builder queries that are customized for use with Microsoft Dynamics GP and with dictionaries that integrate with Microsoft Dynamics GP. These dictionaries include the following:

• Human Resources
• Manufacturing
• Fixed Assets

We do not support the customization of third-party products, such as dictionaries, tables, and views. We do not support the customization of third-party products because Microsoft may not be familiar with the table structures in the third-party products.

SQL scripts and Business Alerts

In a support case, we can provide information about the following attributes so that you can create your own SQL scripts:

• Table names
• Column names
• Field values

However, if you need help writing the SQL script or Business Alert, the support case becomes a consulting engagement. A Business Alert question that takes more than 30 minutes to test and explain is considered a consulting engagement.

Integration Manager VB Script customizations

We offer the following within a support case:

• We can assist with Break/Fix for any script that is in the Integration Manager Script library or in the Integration Manager User’s Guide.
• A script requiring more than 30 minutes to test is considered a consulting engagement (this includes a custom script or editing of an existing script in our the Integration Manager script library)

Modifier/VBA Customizations

We offer the following within a support case:

• We can assist with Break/Fix for any sample that is available on the CustomerSource/PartnerSource sample downloads page.
• We can assist with Break/Fix troubleshooting of a custom modification taking up to 30 minutes. Issues that require more in-depth troubleshooting or code debugging are considered a consulting engagement.
• Customizations coming from unsupported methods as found in community forums or blogs are not supported by Microsoft Technical support. Contact the forum or blog author for assistance with these types of issues.

Configurator File setup for eBanking modules

The eBanking configurator files include:

• Electronic Funds Transfer (EFT) for Payables Management
• Electronic Funds Transfer (EFT) for Receivables Management
• Safe Pay
• Lockbox for Receivables Management
• Electronic Reconcile for Bank Reconciliation

We can assist with the following in a support case:

• Step by step assistance to set up one specific field within the configurator file per support case
• Troubleshoot one specific error message generated from Microsoft Dynamics GP
• Troubleshoot one specific error message from the bank, provided you understand from your bank what the message means

 When the support case becomes a consulting engagement:

• If you need step by step assistance to configure more than one specific field within the configurator file
• If you need step by step assistance to set up a configurator file from scratch or interpret the bank’s requirement documentation
• If you need step by step assistance troubleshooting more than one specific error message generated from Microsoft Dynamics GP
• If you need step by step assistance troubleshooting more than one specific error message from the bank
• If you need a Microsoft Dynamics GP Support Engineer to engage in a phone call with your bank

 

Pricing

To obtain pricing for consulting engagements that involve Report Writer, SmartList Builder, or SQL script customizations, send a message to the following e-mail address: