Create a Service Call

Service calls track work orders from request through completion.

What You Can Do

• Create, edit, and close service calls.

• Manage costs, invoices, appointments, and notes.

• Apply statuses and substatuses for workflow tracking.

• Filter to unscheduled calls (Open calls with no appointments) using the Unscheduled checkbox.

1. Open Service Calls and select New Service Call or from a customer location, select New Service Call from the Service Calls tab.

2. Complete the following required fields:

   • Customer (Required): Select the customer requesting service.

   • Location (Required): Select the location where the work will be performed.

   • Subject (Required): Enter a short description of the issue or requested work.

   • Call Type (Required): Select the call classification used for routing and workflow.

   • Service Call Number (Required when auto numbering is off): Enter the number manually if your company does not generate it automatically.

   • Purchase Order Number (Required only when the selected location requires a customer PO): Enter the customer's PO number if the location requires it.

   • Dimension Value (Required only when your company has a Business Central service call dimension configured): Select the required dimension value before saving.

3. Complete the following additional fields as needed:

   • Contact (Optional): Select the customer contact for the work request.

   • Problem Type (Optional): Select the issue classification for reporting and defaulting.

   • Maintenance Contract (Optional): Link the service call to a maintenance contract when applicable.

   • Preferred Technician (Optional): Select the technician you prefer to assign.

   • Estimated Duration (minutes) (Optional): Enter the expected service time. The value must be 0 or greater.

   • Status (Optional): Review the service call status. New service calls default to Open.

   • Substatus (Optional): Select the more detailed workflow state.

   • Priority (Optional): Select the urgency level for dispatch and scheduling.

   • Description (Optional): Add arrival notes, issue details, or internal instructions.

   • Resolution Notes (Optional): Enter completion details if they are already known. This is usually filled in later.

   • Equipment (Optional): Select equipment tied to the chosen location so the work history stays connected to the correct asset.

4. Select Save in the command bar to create the service call.

5. To create the appointment, see Appointments.