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:
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.
- Customer Number
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. - Select Save.