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If you're using the Advanced Scheduling features, the following is true:
- When the estimated hours and starting time are both entered, the system validates that the technician has the necessary time available to fit the service call appointment into their schedule if shifts and activities are set up. If the estimated hours and starting time cause an overlap in the technician's schedule, you receive a message stating that the appointment could not be scheduled for this date and time.
- You also receive a message if the estimated hours and starting time cause the technician to go over the shift plus the extended hours. A password can be set up to allow the service call appointment to still be entered.
- If either the Estimated Hours or Starting Time field is left blank, the system will not validate the technician's availability and the service call will not display in the Technician Board – Daily View window, although it appears in the Technician Board – Appointments window.
If you're not using the Advanced Scheduling features, the following is true:
- When the estimated hours and starting time are both entered, the system checks the technician's availability to prevent an overlap. If the estimated hours and starting time cause an overlap, you receive a message stating that the appointment could not be scheduled for this date and time.
Call status and appointment status
The call status is driven by the appointment status. If there is only one appointment assigned to the service call, the call status remains as Open if the appointment has a status other than Complete. When the appointment status is changed to Complete, the call status automatically changes to Complete. Once a call has a Closed status, the appointment no longer drives the call status.
- If there are multiple appointments assigned to the service call, the call status remains as Open until all appointment statuses have been changed to Complete.
- If you change the call status to Closed or Complete, you receive a message if there are open appointments associated with the service call. Open appointments are those with a status other than Complete. You can choose to mark all the open appointments Complete, to view the appointments, or to cancel.
- If you choose Mark All, the status of all open appointments changes to Complete. If you choose to view the appointments, the Appointments window opens. Here, you can edit the appointments as desired.
If you marked Require Appointment Closure in the Service Options window, you must change all appointment statuses to Complete. You can then change the service call's status to Closed or Complete. If you did not mark Require Appointment Closure, you can change the service call's status to Closed or Complete while having open appointments. Appointments never have a Closed status.
Note If you marked Require Appointment Closure, once the call has a Closed status, you must reopen the call to change the appointment status.
- If you manually close a service call that has already been invoiced and you have Allow Posting Invoices With Actual and Committed Costs and Create COGS Distribution for Invoices options marked in Invoice Options, a GL transaction is automatically created. Posting this transaction will relieve the appropriate WIP/COGS accounts upon closing a service call
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