Release focus: This post breaks down two practical CRM enhancements in MYOB Acumatica 2025.1:
- adoption of the ISO 20022 address format across the product, and
- more accurate case commitment calculations (initial response and response due) by separating system-generated emails from real agent responses.
Why this matters
- Cleaner data in, better data out: ISO 20022-aligned addresses improve consistency across leads, contacts, accounts, and transactions—handy for global trading and downstream integrations.
- Fairer SLA reporting: Support KPIs should reflect what your team actually does—not what an automated template sends. 2025.1 helps you measure true response performance.
1) ISO 20022 Address Format (CRM)
What’s changed
MYOB Acumatica extends postal address settings system-wide to align with ISO 20022, improving:
- Consistency and accuracy of address data
- Interoperability with global systems
- Data exchange quality
- Efficiency of international processing and transactions
New address components you can store
- Department: Large division within an organisation or building
- Subdepartment: Smaller division within a department
- Street Name: Name of the street
- Building Number: Numeric/alphanumeric identifier for the building
- Building Name: Building name (if applicable)
- Floor: Floor level
- Unit Number: Unit/apartment identifier in multi-unit buildings
- Post Box: PO Box identifier
- Room: Specific room identifier
- Town Location Name: The town location name
- District Name: Subdivision within a city/town
Default behaviour: These extended fields are hidden by default.
How to show these fields (two paths)
- Inquiry forms: Use Column Configuration to add the new address columns where they help your team filter, sort, or export.
- Data entry forms: Use a customization project to surface only the fields your process needs (e.g., Building Name + Floor for multi-tenant customers).
Practical tip: Start minimal. Add only the fields that support your downstream workflows (e.g., shipping labels, courier integrations, tax zones, territory rules), then expand as needed.
The extended address settings in the Column Configuration dialog box
2) Case Commitments: More Accurate Response Time Calculations
If your system sent an outgoing email based on an email template, Acumatica treated it as a response. That could prematurely stop the “response time” clock and clear Initial Response Due / Response Due on the case—skewing SLA stats.
What’s new in 2025.1
A. New System Email activity type
- Activity Types (CR102000): Adds System Email (type ID ASE).
- This type is locked (can’t be edited or removed) to ensure consistency.
- Purpose: cleanly distinguish system-generated emails from agent-sent emails.
The System Email activity type
B. Templates can specify the activity type
- Email Templates (SM204003): New Activity Type field.
- Email (default): for user-created emails
- System Email: for system-created emails
- Predefined templates set to System Email by default:
- CRCasesPendingClosureNotification
- CRNewCaseNotification
- New Case Comment from Portal
- If a template is System Email, it won’t appear in Select Template on:
- Email Activity (CR306015)
- Mass Emails (CR308000)
(prevents agents from accidentally using “system” templates)
The Activity Type box on the Email Templates form
C. Visibility in Email Activity
- Email Activity form: read-only Type box shows the activity type (Email vs System Email) for quick context.
The Type box on the Email Activity form
D. Case classes gain an explicit control
- Case Classes (CR206000) › Commitments tab: New checkbox - Include System Activities in Response Time Calculation
- Unchecked by default → system emails are excluded from response time calculations (recommended for accurate SLAs)
- Checked → include System Email activities (mirrors pre-2025.1 behaviour)
The Include System Activities in Response Time Calculation check box
Quick “Do This Now” Checklist
Admins
- Decide which address fields matter for your process (shipping, service dispatch, compliance, analytics).
- Expose fields where needed:
- Inquiry forms → Column Configuration
- Data entry forms → Customization project (surface only what users must capture)
- Open case classes (CR206000) and confirm the new checkbox is unchecked unless you have a special reason to include system emails in SLA metrics.
- Review email templates (SM204003):
- Ensure auto-notifications are set to System Email
- Keep agent-facing templates at Email
- Communicate the change to Support and Sales Ops teams: how SLAs are calculated from now on, and how to spot the email Type on the Email Activity form.
Support Leaders
- Update SLA dashboards and reports to reflect the cleaner logic.
- Re-baseline KPIs if your historical metrics were inflated by system emails.
- Train agents on when to use templates, and how automation interacts with case clocks.
Data & Integrations
- If you export addresses to carriers, CPaaS, CDPs, or finance, map the new fields and decide whether to backfill or use them only for new records.
Frequently Asked (and Useful) Questions
Q: Do we need to populate all new address fields?
A: No. They’re available for precision, but you should surface only what you’ll use.
Q: Will historical case metrics change automatically?
A: Existing, closed cases won’t be recalculated. But future calculations will follow your new Include System Activities setting.
Q: Can agents still pick system templates by mistake?
A: No—System Email templates don’t show up in the Select Template dialog for user-created emails.
How Avanza Solutions can help
As a MYOB Acumatica partner in New Zealand, we can help you:
- Design pragmatic address capture standards aligned to ISO 20022
- Surface the right address fields on the right screens
- Audit your case classes and email templates so SLA reporting is trustworthy
- Align your support dashboards and KPIs with the new logic
If you’d like, we can run a short working session to configure this in your tenant and update your team playbooks.
