Working with service calls

Service calls can be viewed or created in the Customer Hub or they can be created in Service Management.

You can add/view notes and/or attachments for a customer, location, or service calls. For more information see Working with service calls notes or attachments.

Topics on this page:

Creating a new service call

1. To create a new service call from the customer hub, right-click on the customer from the list.
2. Choose Create New Service Call for <customer name - location>.
3. Choose the SCHEDULE tab to see the New Service Call window.
4. The following fields are not editable:
   • Service Call - The service call ID is generated when the service call is saved.
   • Customer Number
   • Customer Name
   • Address ID
   • Location Name
   • Bill Customer Number
   • Bill Address Code
5. Complete the following fields, only Division is required:
   • Division
   • Description
   • Service Call Status
   • Resource - The assigned technician displays but you can choose another technician.
   • Start Date
   • Estimated Hours
   • Completion Date
   • Equipment - Choose from equipment available to the customer/location.
6. Choose Save.

Viewing service calls

1. To view the service call(s) for a customer, choose a customer in the Customer Hub.
2. In the details section of the Customer Hub, choose the Service Call tab.
3. Double-click the service call to open a display-only view of the Service Call window.