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You can create a service call for any customer that you have access to. When you create a service call from your mobile device, the service call is assigned to you. You also can change some of the information on a service call after it has been created.

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Create a service call

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Note

You can search from either your DEVICE or from the SERVER. The MODE is indicated at the top of the window.

  • DEVICE MODE - The Customer Location drop-down displays only customers/locations on your device.
  • SERVER MODE - The Customer Location drop-down displays customers/locations on the middle-tier database (an internet connection is required).
    • Only the customers within your branch display if Global Filtering is enabled in Signature.
    • A Customer Location/Equipment search field is displays at the top of the form if the customer locations and equipment exceed the Fetch Limit settings. This is a case-sensitive field. The search field defaults to Customer Location however you can choose the drop-down to select Equipment.

Creating the service call

  1. Choose New Service Call (or choose Service Calls, and then choose the New icon). 

  2. Enter information in these fields. You can enter information in the order that the fields are shown in the pane. Or, you can select a piece of equipment in the Equipment field, and the customer and location information that is associated with that piece of equipment is displayed.

    FieldDescription

    Customer Location *

    Begin entering the Customer

    or

    Location

    Select the customer to create the service call for. If you selected the location first, the customer who's associated with that location is displayed.

    name (customer, location, or address line 1). As you enter the customer or location, the drop-down updates with the data to choose. The customers that you can select

    from

    depend on the MobileTech setup.

    Date Opened

    Displays the system date and time. You can't change this information.

    Call Type *

    Select

    Choose a call type that describes the nature of the work to be done, such as EMG for emergency or MC for maintenance.

    Problem Type

    Select

    Choose a problem type that describes the problem that needs to be fixed, such as Alarms going off or Brake repairs.

    Equipment

    Select

    Choose the equipment that is associated with this service call.

    The

    Note

    In SERVER MODE, the equipment lookup

    might

    may be blank until

    after

    the

    service call is created and equipment is updated from the location record

    customer location is selected.

    You can

    select a piece of

    choose equipment for the customer

    and

    location, or you can

    select a piece of

    choose the equipment first, and the customer and location information is displayed. Enter information about the equipment – such as the equipment ID, serial number, or model number – to easily locate a piece of equipment.

    If your company uses barcodes, choose the Barcode Image Modified icon to populate the service call fields. For more information on barcodes, see Scan barcodes.

    Note

    The Barcode icon is visible based on your company's settings.

    Customer PO #

    If applicable, enter the purchase order number that is associated with this service call.

    Note

    This field is required only if a purchase order number is required to create a service call in the host system. If necessary, you can change or remove the purchase order number in this field.


    Description

    Enter a short description. This description is used together with the service call ID to help identify the service call.

    Internal Note

    Mark the

    check box

    checkbox if description note should be internal only and won't displayed on customer reports. If the

    check box

    checkbox is unmarked, the note will be display on customer reports.

    *Required field

  3. Choose the Save Image Modifiedicon. Because the service call doesn't have an ID until after you sync, it appears on the list of service calls as a pending service call. 

    Note

    If you are seeing two Save icons, one in the top black bar and another below that in the regular window, with this New Service Call window open: rotate your device to the side and then rotate it back. You should only see the Save icon in the black bar. When both icons are displayed, only the lower icon functions.


  4. When you're ready to send the pending service call to the host system and you complete the service call creation process, choose the Sync icon. 

    Note

    The sync date range that is created by the Start Sync and End Sync dates must include the date of the call in order to successfully sync and create the service call.


  5. After the service call is created, the Equipment tab might be blank. At the top of the tab, choose the View Unassigned filter to update the list of equipment records from the location.

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