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1. Choose Cards > Service Management > Service Manager.
2. Choose the New Call button.
3. Complete the following fields, as necessary.
   • Description
     Enter a brief description of the reason for the call. Use the notepad button to enter multiple pages of notes for the service call. These notes appear on Workorder 1 and Workorder 3.
   • Problem Type, Division
     Use the lookup windows to select a problem type and division for the service call. See Setting up problem types and Setting up divisions.
   • Salesperson ID
     This entry defaults from the location record.
   • Bill Customer, Bill Address
     If you are billing somewhere other than the service location for this call, specify the billing customer and address. This information may default from the service location, or, if no third-party billing information is specified for the location, from the customer master.When a service call invoice is created, the values from these fields default on the invoice.
   • Job Number
     Enter or choose a job number to reference.
   • Originating Call ID
     If you are creating a new call that is based off an existing call, enter or choose the service call ID. Once the ID has been entered, you can use the zoom to view the original service call in the Service Call Inquiry window.
   • Call Type
     The MCC call type is not available in the lookup window because MCC calls are generated by the system. Similarly, if you are completing an MCC call, do not delete MCC from the Call Type field since you are not able to select MCC from the lookup list. If you do delete MCC, close the Service Call window without saving your changes.To add data to the lookup window, see Setting up call types.
   • Priority
     This field is restricted to a single alphanumeric character. 1 is the highest priority; None, the lowest.
   • Customer P.O. Number
     The purchase order appears on the customer's invoice. If you don't enter the P.O. number in the Service Call window, you can enter it in the Service Invoice window. This information is maintained between the Service Call window and the Service Invoice window.
   • Contract Number
     You can assign contract numbers to all types of service calls. Service calls with a call type other than MC and MCC open the Service Invoice window after choosing Invoice, even if a contract number is assigned, and the costs will not update the Revenue/Costs window. When a contract number is entered, the contract type description defaults into the field next to the contract number. You can zoom on the contract type description to open the Contract Types Inquiry window.

   • Equipment ID
     You can add equipment to the service call. See Creating service calls for one piece of equipment for more information. 

     Note
     If you need to add more than one piece of equipment, you can do so via tasking. See See Assigning equipment to a service call via the default task for more information.

     
     

   • Task Code
     Choose a task to be performed as part of this service call. When a task code is entered, the default hours assigned to the task appear in the Estimated Hours and Total Task Hours fields. For more information on assigning task codes to service calls, see Assigning tasks to a service call.
   • Technician ID
     The Primary Technician from the Location window defaults. You can change the default technician. Unassigned defaults if the Primary Technician field in the Location window is blank. The lookup button opens the Technicians window, where, if you are using global filtering, you will only see technicians who are assigned to the same affiliate, region, and branch as the service call location. If you are using Advanced Scheduling, the Primary Technician from the Service Area window defaults if the Primary Technician field in the Location window is blank. Unassigned defaults if there is no primary technician in the Service Area window or Service Area in the Location window. Use the technician schedules button to view technicians' availability. Use the best technician button if you want the system to select the next available, qualified technician.
   • Date
     The date of the service call. The system date defaults and can be changed. If you're using the Advanced Scheduling features, you can choose the next available button to have the system determine a specific technician's next available time slot for the appointment.
   • Date/Time Lock
     When marked, this 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 when the service call has only 1 appointment.

   • Estimated Hours
     The amount of time it takes to complete the service appointment. The task hours default if a task is entered in the Task Code field, but the default can be overridden. The number of hours entered updates the Total Appointment Hours field at the bottom of the Service Call window and the available and allocated hours in the Technician Schedules window. 

     Note
     Both a starting time and estimated hours must be entered for the appointment to display in the Technician Board – Daily View window.

     
     

   • Starting Time
     The time the appointment is scheduled to be performed. The time entered determines where the appointment displays in the Technician Board – Daily View window. 

     Note
     The call status defaults as Open when you create a new call. Service Management has three default call statuses: Open, Complete, and Closed. These call statuses cannot be deleted, and you cannot add data to the list.

     
     

   • Completion Date
     Once a service call is completed, you may wish to update your records by changing its status to Complete. A complete call must have a completion date. Marking a call as Complete also enables you to filter its appointments from appearing on the Dispatch Board and post invoices that were created for the call.
   • Resolution
     This field can contain up to three alphanumeric characters to describe the status/resolution of the service call problem.
   • User-Defined
     You may have labeled these fields during setup. See Labeling user-defined fields. If you chose to validate the first and second user-defined fields in the Location window during setup, lookup windows will be attached to the fields and users will be prompted before adding to the lookup data. See Choosing service optionsService Options.
   • Caller Name/Email/Phone 
     Enter the caller name, email address, and/or phone number. 
     
     • If you are not using Contact Management, the caller information is saved only for this service call. For more information, see Using Contact Management.
     • If you are using Contact Management, enter the Caller Name or use the lookup to select an existing contact.
       • If you have entered an existing local contact, the telephone number and email address will populate once you tab off the Contact Name field.
       • If you've entered a contact name that is not in the master contact table, as soon as you tab off the Contact Name field, the Service Contact Management window opens. Double-click the contact in the list that displays or choose New Contact to open the Location Contact Setup - Local window to add a new contact.  Complete the fields as needed and then choose Save to return to the Service Call window. The contact will be saved as a master contact. For field information, see Creating a contact from Contact Management.
4. Choose Save to schedule the service call.

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