Service Call Hierarchy

The Service Call Hierarchy feature (available in PROLIN Smart Suite 2016 R5 and later) allows users to create a Master–Subordinate structure between service calls.

Initialize Service Call Hierarchy

To enable this functionality, some database settings must be initialized via the Admin interface.

Steps:

  1. Open Admin → Application Settings.
  2. Navigate to Business logic → Service Call Hierarchy.
  • If not connected to Power Server 2016 R5 or later:
    • The initialization button will be disabled.
  • If connected:
    • The initialization button will be enabled.

The initialization button for service call hierarchy

Clicking “Initial Setup” will prompt for confirmation before applying changes.
> Note: This setup only adds new structures—existing data remains unchanged.

Confirmation prompt

Hierarchy Settings

The available settings

Once initialized, you can configure hierarchy options:

  • Enable/Disable the feature (default: disabled).
  • Model Type:
    • Restricted — structure goes one level deep.
    • Unrestricted — supports unlimited levels.
  • View:
    • Use the default or a custom view for displaying subordinate calls.

⚠️ Smart Client restart is required after enabling/disabling this feature for it to take effect for all users.

Using the Hierarchy in Forms

Users can access the hierarchy under the Subcontract calls section of a Service Call form.

The Subcontract calls section

Buttons in Collection Editor:

  • New: Create a new subordinate call under the current (master) call.
  • New with Copy: Same as above, but copies values from the master call.

The fields to be copied are configured under Admin Console → Copy Fields.

Identifying Call Types

When hierarchy is enabled, there are three types of Service Calls:

  • Regular
  • Master
  • Subordinate

The current call type is shown in the status bar at the bottom of the form.

A subordinate call type shown in the status bar

Ribbon Buttons for Hierarchy

The service call hierarchy ribbon bar buttons

Depending on the call type, specific ribbon buttons are enabled:

  • Master Service Call:
    • Show Subordinates — displays subordinate calls via an Overview action.
  • Subordinate Service Call:
    • Open Master — navigates to the linked master call.
  • Regular Call:
    • Both buttons are disabled.
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