Enter an Appointment Resolution

If the system is set up for you to enter resolution information for appointments, you can select call resolutions and resolution note snippets for appointments. Your system administrator determines whether a call resolution should be entered for service calls or appointments.

If the resolution note exceeds 32,000 characters when appending the note, the note will be truncated in Signature to display only the first 32,000 characters. If this truncation occurs, an email is sent that includes the text added to the note and indicates the text that has been truncated.

To enter an appointment resolution:

1. Select Appointments. 

2. Select an appointment and select Complete.

3. On the Resolution tab, enter information in these fields, as needed. (* Required field)

   • *Appointment: The default appointment ID. You can't change this value.

   • *Service Call: The default service call ID. You can't change this value. Select the service call to view details about the service call that is associated with the appointment.

   • Completion Date: By default, the system date is displayed, but you can select a different date for the resolution.

   • Call Resolution: Select a call resolution to describe how the appointment was resolved. You can also enter information in the Resolution Note field to include more details.

   • Internal Note: Select Yes if the information should appear only on internal reports and not on reports that are available to customers. Select No if the note isn't internal.

   • Resolution Note: To include additional information, enter a resolution note. You can also select Add Snippets to add predefined resolution note snippets. Select as many snippets as you want, in the order that you want them listed, and then select the Add icon. To change an existing resolution note, add the information to the top or bottom of the existing note. Blank resolution notes aren't saved. Depending on the setup, this may be a required entry.

   • Resolution History: Displays information about the completed appointments for the service call.

4. Select Save.