Resolve Serial Number Errors

If you've itemized (serialized) your products, ServiceCore uses the serial numbers you added to track which physical unit is tied to each rental. 

When a driver skips scanning a unit, scans the wrong one, or a unit's location doesn't get updated, ServiceCore can't track where each unit is and you'll see it show up as an "unknown serial number" or in your availability counts that don't match what's actually onsite.

Work through the scenario below that matches what you're seeing to find the cause and resolve it.

Before You Start

Here are a few things to know before you continue:

• To see if you have access to this feature in ServiceCore, please check out this article on user permission levels.
• ServiceCore shows the five most recent Jobs with Missing Serial Numbers in the Inventory Management section of your Dashboard.

There's an Unknown Serial Number on a Rental

You'll see the Unknown Serial Number table in 4 places:

1. On your Dashboard when you first log in for the most recent 5 jobs.
   
   
2. On a Product's details page under the Rentals section.
   
   
3. On a Rental's details page.
   
   
4. On a Job's details page. 
   
   

This typically means the driver completed a job without scanning/selecting a serial number or scanned a unit that belongs to a different rental.

Open the rental's Inventory Table and review the serial numbers listed, then find the situation below that matches what you're seeing.

You Know Which Serial Number Should be Associated and the Current One is Showing on a Rental

1. Click into "Rentals".
2. Click into "Inventory".
3. Click into "Items".
4. Locate the Serial Number.
5. Click the drop-down menu for the Serial Number.

6. Select “Update Location”.

   
   
    

7. Select the correct Yard.

8. Click “Confirm”.

   
   

Please Note: Updating the location removes the rental association but doesn't adjust your availability count. The system still counts that unit of that product type at that rental location.

The Serial Number Needs to be Associated with a Different Rental

1. Find the delivery or service job that linked the serial number to the rental.
2. Edit the Job Completion and remove the serial number. This clears it from the rental’s inventory table. 
3. Open the correct rental and associate the serial number with its most recent delivery job.

You Don’t Know Which Serial Number Should be Associated

Your driver can associate the correct serial number during their next service job at that site:

1. Driver opens the ServiceCore Mobile App.
2. Driver starts the service job.
3. Driver selects the serial number of the unit at the rental site.
4. Driver completes the service job.

This replaces the unknown serial number on the rental’s Inventory Table and updates the item’s location to the rental.

My Serial Number Count Is Higher Than My On-Site Quantity

This happens when serial numbers from other rentals have been incorrectly linked, or when a driver scanned a unit that belonged to a nearby rental.

Open the rental's Inventory Table and identify any serial numbers that exceed the on-site quantity.

Then use the steps in the "There's an Unknown Serial Number on a Rental" section above to resolve each one, either by updating the location or reassociating the serial number with the correct rental.

A Unit's Location is at a Yard When It Should be Out on a Rental 

This means the serial number's location wasn't updated when a delivery was completed, or the unit was manually moved to a yard without a corresponding pick-up job.

1. Find the rental the unit should be associated with.
2. Locate the most recent delivery job for that product on that rental.
3. Edit the job completion and associate the correct serial number.
    

Please Note: If a pick-up job was incorrectly completed for this unit, you may need to reopen or adjust that job before reassociating the serial number.

I Have Serial Number Issues Across Multiple Rentals

If you're seeing unknown serial numbers or count discrepancies across several rentals at once, use the Products page to work through them systematically rather than opening each rental individually.

1. Click into "Rentals".
2. Click into "Inventory".
3. Click into "Products”.

4. Click its hyperlinked Product name.

   
   
    

5. Click the "In Progress Rentals" tab on the Product’s Details page.

6. Click open each rental, by clicking the Rental ID number.

   
   
    

7. Check for unknown serial numbers or count discrepancies. 
8. Resolve each one using the steps in the sections above. 
    

TIP: Check the "Jobs with Missing Serial Numbers" widget in the Inventory Management section of your main Dashboard. It shows up to five recent jobs completed without a serial number selected so you can catch and fix these before they accumulate.

If you have any questions, please reach out to our Support team through the chat widget on the bottom of this page or by sending an email to support@servicecore.com!