Working with Service Calls and Appointments

Appointments are scheduled commitments for a technician to perform a task related to a service call. The appointments that make up a technician's schedule appear on the Technician Board. Every service call has at least one appointment associated with it.

When a service call has only one appointment, information is maintained between the Service Call window and the Appointments window. That is, you can edit Appointment 0001 on either window.

When you create a service call, Service Management verifies the skill level required to perform the tasks assigned with the call and checks for overlapping appointments. You can select how to create appointments: manually, automatically generated through tasks or a combination of both methods. For more information on automatically generating service calls based on assigned tasks, refer to Creating service calls using tasks.

Service call information such as the problem type, service location, and priority can be entered when you create a service call. When a service call has been completed, you can update the call record to include a description of the work performed, the equipment worked on, the date completed, etc. The service call database retains complete information about the call even after it has been completed.