Troubleshooting Client & Service Unit Management

The Client and Service Unit systems are the foundation of MLS 2026. Nearly every major operation within the program depends upon accurate relationships between:

•clients

•service units

•workorders

•inventory

•billing

•history

•follow-up communications

•preventative maintenance schedules

Because these areas are tightly integrated, even small data-entry mistakes can create confusion later in:

•service history searches

•marketing

•CRM synchronization

•reporting

•billing

•follow-up reminders

Fortunately, most issues are easy to identify and correct.

Common Problems and Solutions

A Service History Cannot Be Found

This is usually caused by:

•an incorrect Service Unit ID

•duplicate records

•a changed license or serial number

•the workorder being attached to a different client

Verify:

•the Service Unit ID

•VIN or serial number

•client account assignment

•spelling of client names

For vehicles:

•always use the License Change Utility rather than manually editing the license field

For non-vehicle equipment:

•maintain a permanent unique Service Unit ID

•never reuse serial numbers

Duplicate Clients Exist

Duplicate client records are commonly created when:

•names are entered differently

•a company name changes

•spelling varies

•a client is entered again rather than searched first

Examples:

•Smith Construction

•Smith Const.

•Smith Construction Inc.

Duplicate records can:

•split service history

•confuse CRM systems

•distort reporting totals

Review:

•phone numbers

•addresses

•email addresses

•service units assigned

before creating a new account.

Duplicate Service Units Exist

This usually occurs when:

•a serial number is entered differently

•a license plate changes

•spaces or punctuation vary

•a technician manually creates a second unit

Always:

•search before adding

•use the License Change Utility for vehicles

•maintain a consistent Service Unit ID format

Service Units Are Assigned To The Wrong Client

This often happens after:

•a unit is sold

•fleet ownership changes

•duplicate client records are merged

The correction is simple:

•open the Service Unit record

•change the linked Account number

•save the record

The service history remains intact.

VIN Decode Information Is Missing

Possible causes include:

•incomplete VIN

•invalid VIN characters

•unsupported manufacturer data

•inactive interface subscription

Verify:

•the VIN was entered correctly

•all characters are present

•the interface connection is active

You may also:

•manually populate fields

•use the Detail lookup feature

CRM Follow-Ups Are Not Being Sent

Check:

•the Send To CRM field

•email address validity

•communication preference

•CRM synchronization settings

Also verify:

•the client has recent service activity

•automated follow-up scheduling is enabled

Tax Calculations Are Incorrect

Review:

•client tax flags

•parts/labor tax settings

•assigned tax rates

•tax exemption status

Remember:

•client tax settings override defaults

•workorders may also override tax values individually

Service Recommendations Are Missing

Recommendations are linked to:

•workorders

•service history

•PM schedules

Verify:

•the recommendations were saved

•the workorder was properly closed

•the history display is showing the correct service unit

Searches Do Not Find The Correct Record

This is usually caused by:

•inconsistent naming

•abbreviations

•alternate spellings

•punctuation differences

For best results:

•avoid abbreviations

•use consistent capitalization

•maintain standard naming conventions

•use complete manufacturer names

Reports Appear Incomplete

Possible causes include:

•incorrect date ranges

•duplicate client records

•improperly linked service units

•missing workorder closing procedures

Verify:

•the workorders were properly closed

•Daily Closing was completed

•date filters are correct

Preventative Maintenance Reminder Issues

If PM reminders do not appear correctly:

•verify interval values

•confirm the labor glossary code exists

•ensure the service was actually performed

•verify odometer/clock readings were entered correctly

Remember:

👉 PM schedules update automatically during Daily Closing.

Recommended Best Practices

•Always search before adding new clients or service units

•Maintain consistent naming conventions

•Use permanent Service Unit IDs

•Never manually change vehicle licenses

•Use the License Change Utility

•Verify email and phone information during each visit

•Run duplicate checks periodically

•Complete Daily Closing consistently

•Review CRM export settings regularly

•Maintain accurate client ownership links

Recommended Companion Sections

•Client Data

•Service Unit Data

•Service History

•Preventative Maintenance Scheduler

•Client / Service Unit Utilities

•CRM Interfaces

•Workorder Processing

•Daily Closing

•Marketing & Follow-Up Systems