Create or Edit a Service Call

You can create a service call for any customer that you have access to. When you create a service call from your mobile device, the service appointment is assigned to you. You also can change some of the information on a service call after it has been created.

Create a Service Call

You can create a service call by first entering the customer and location information, or you can go to the Equipment field and select a piece of equipment that is already assigned to the customer. Customer and location information is displayed. Enter additional information about the service call, as needed.

A service call that you create from your mobile client device is pending until it is accepted by the host system and the service call ID is generated.

You can search from either your DEVICE or from the SERVER. The MODE is indicated at the top of the window.

• DEVICE MODE - The Customer Location drop-down displays only customers/locations on your device.
• SERVER MODE - The Customer Location drop-down displays customers/locations on the middle-tier database (an internet connection is required).
  • Only the customers within your branch display if Global Filtering is enabled in Signature.
  • A Customer Location/Equipment search field is displayed at the top of the form if the customer locations and equipment exceed the Fetch Limit settings. This is a case-sensitive field. The search field defaults to Customer Location however, you can select the drop-down to select Equipment.
    

To create the service call:

1. Select New Service Call (or select Service Calls and then select the New icon). 

2. Enter information in these fields. You can enter information in the order that the fields are shown in the pane. Or, you can select a piece of equipment in the Equipment field, and the customer and location information that is associated with that piece of equipment is auto-populated in the Service Call form.

   Field	Description
   Customer Location *	Begin entering the Customer Location name (customer, location, or address line 1). As you enter the customer or location, the drop-down updates with the data to select. The customers that you can select depend on the MobileTech setup.
   Date Opened	Displays the system date and time. You can't change this information.
   Call Type *	Select a call type that describes the nature of the work to be done, such as EMG for emergency.
   Problem Type	Select a problem type that describes the problem that needs to be fixed, such as Alarms going off or Brake repairs.
   Equipment	Select the equipment that is associated with this service call. In SERVER MODE, the equipment lookup may be blank until the customer location is selected. You can select equipment for the customer location, or you can select the equipment first, and the customer and location information is displayed. Enter information about the equipment – such as the equipment ID, serial number, or model number – to easily locate a piece of equipment. If the equipment is on a contract, the contract indicator displays to the left of the equipment. If your company uses barcodes, select the Barcode icon to populate the service call fields. For more information on barcodes, see Scan Barcodes. The Barcode icon is visible based on your company's settings.
   Customer PO #	If applicable, enter the purchase order number that is associated with this service call. This field is required only if a purchase order number is required to create a service call in the host system. If necessary, you can change or remove the purchase order number in this field.
   Description	Enter a short description. This description is used together with the service call ID to help identify the service call.
   Internal Note	Mark the checkbox if the description note should be internal only and won't display on customer reports. If the checkbox is unmarked, the note will be displayed on customer reports.

   *Required field

3. In the Appointment Details section, you can enter additional appointment information. 

   Field	Description
   Start Date	Select the date and time of the appointment.
   Estimate Hours	Enter the estimated number of hours for the appointment.
   Description	Enter a description to help identify the appointment.
   Status	The status of the appointment. If AutoStatusUpdate is set, this will be the status that defaults in this field. See Mobile Device Global Settings. If TimeLogStatusUpdate is set, while this status is available in the status list, when selected, technicians will be prompted to synchronize their device. This status can only be selected when the technician is ready to time into the appointment, not when creating the appointment. See Time Log Settings.

4. Select the Save icon. Because the service call doesn't have an ID until after you sync, it appears on the list of service calls as a pending service call.

5. When you're ready to send the pending service call to the host system and you complete the service call creation process, select the Sync icon. 

   

   The sync date range that is created by the Start Sync and End Sync dates must include the date of the call to successfully sync and create the service call.

6. After the service call is created, the Equipment tab might be blank. At the top of the tab, select the View Unassigned filter to update the list of equipment records from the location.

Edit a Service Call

You can change these service call details:

• Call type
• Problem type
• Purchase Order
• Description
• USER-DEFINED 1-4
• Caller Name*
• Caller Phone*
• Caller Email*

You can't change an MC (maintenance) call type to a non-MC call type, or vice versa.

*The caller information defaults from the service call entered in Service Management. These fields need to be manually added to the Service Call window using Modifier.