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.

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.