Viewing/Editing the Service Call

You can easily view the service call from:

• The schedule board by right-clicking a service appointment and then selecting Open Service Call.
• The service appointment by selecting the View Service Call icon.
• The Customer Hub by: 
  • Double-clicking on the service call in the Service Call tab to view the Service Call window on the Schedule tab.
  • Right-clicking on a call in the Service Call tab to view the Service Call window on the Schedule tab. (See Viewing the Service Calls Tab for more information.)

Viewing or editing the service call:

1. The following fields display, although not all may be edited: 

   

   The fields displayed depend on Schedule Settings.

   • Customer Number
     Displays the customer ID.
   • Customer Name
     Displays the customer name.
   • Address ID
     Displays the address ID.
   • Location Name
     Displays the location name.
   • Service Call
     Displays the service call ID.
   • BOB Work Order
     Displays the BOB work order number if the service call originates from Building Optimization Broker.
   • Description
     Enter a brief description of the reason for the call.
   • Problem Type
     Use the drop-down to select a Problem Type.
   • Division
     Use the drop-down to select a Division.
   • Salesperson
     Use the drop-down to select a Salesperson
   • Service Call Type
     Use the drop-down to select a Service Call Type.
   • Priority
     This field is restricted to a single alphanumeric character. 1 is the highest priority; None, the lowest.
   • Customer P.O. Number
     Enter an alphanumeric Purchase Order Number. This field may be required depending on your company's settings.
   • Contract Number
     You can assign contract numbers to all types of service calls.
   • Equipment
     If the service call already has equipment assigned in Service Management, the field in Schedule is display-only. Only the equipment that is active for the customer and location can be selected.
   • Resource
     The technician that is assigned to the service call.
   • Start Date and Time
     The date and start time of the service call.
   • Date/Time Lock 
     Prevents the call from being rolled forward when Auto-Roll Calls Forward is used. A Date/Time Lock icon is displayed on the service appointment in Schedule when this is turned on. This option is available if the service call has one appointment. If the service call has more than one appointment, this option is not available.
   • Estimated Hours
     The amount of time it takes to complete the service appointment. 
   • Service Call Status
     Use the drop-down to select the Service Call Status.
   • Bill Customer ID
     Displays the Bill Customer ID, if applicable to the service call.
   • Bill Address ID
     Displays the address ID of the Bill Customer, if applicable to the service call.
   • Resolution
     Use the drop-down to select the Resolution.
   • Job Number
     Use the drop-down to select a Job Number.
   • Original Service Call
     Use the drop-down to select an original Service Call Number.
   • Caller Name/Email/Phone
     Enter a Caller Name, Email, and/or Phone number.
   • USER-DEFINED fields
     Enter information in the USER-DEFINED fields. The labels are set up in Service Management.
   • Service_User_Define_1
     Enter information in the Service_User_Define_1 field. The label is set up in Service Management.

2. You can select any of these icons to view additional information:

   	Save
   	Cancel
   	View Service Call Time Stamps - See Viewing Service Call Timestamps.
   	View Appointment History - See Viewing Appointment History.
   	View Service Call Tasks - See Viewing Service Call Tasks.
   	View/add Appointment Notes - See Working with Notes and Attachments. If a note exists for this appointment, this icon displays with a pencil in the lower right corner.
   	Attachments - See  Working with Notes and Attachments.
   	View Related Appointments - To view the related appointments by the Group ID, select the drop-down next to the Related Appointments icon and then select  By Group ID. See Working with Related Appointments and/or Resource Activities.

3. Select Save.