Working With Service Calls and Appointments
- Kimberly Onnen
Appointments are scheduled commitments for a technician to perform a task related to a service call. The appointments that make up a technician's schedule appear on the Technician Board. Every service call has at least one appointment associated with it.
When a service call has only one appointment, information is maintained between the Service Call window and the Appointments window. That is, you can edit Appointment 0001 on either window.
When you create a service call, Service Management verifies the skill level required to perform the tasks assigned with the call and checks for overlapping appointments. You can select how to create appointments: manually, automatically generated through tasks or a combination of both methods. For more information on automatically generating maintenance contract computer-generated (MCC) service calls based on assigned tasks, refer to About MCC Calls.
Service call information such as the problem type, service location, and priority can be entered when you create a service call. When a service call has been completed, you can update the call record to include a description of the work performed, the equipment worked on, the date completed, etc. The service call database retains complete information about the call even after it has been completed.
When a user opens the New Service Call window for a customer and the call is then deleted by closing the window without saving, the SV00340 table now updates the Deleted_User_ID, WS_Deleted_Date, and WS_Deleted_Time columns to show that the service call has been deleted. This lets the user audit any gaps in the service call number sequence.
If the Customer or Location is inactive, service calls cannot be created. However, MC and MCC calls can still be created.
If the default salesperson on the customer location has been marked inactive, when creating a new contract or service call, the Salesperson ID field will be blank. An inactive salesperson cannot be added to a new contract or service call.
See also:
- Creating Service Calls With One Appointment
- Assigning Equipment to a Service Call
- Rolling Calls Forward
- Viewing Existing Service Calls
- Timestamping Calls
- Adding Service Appointments to Calls
- Assigning Appointments to the Service Call
- Creating Activity Appointments and Job Appointments
- Viewing Appointment History
- Resolving Appointment Scheduling Conflicts
- Creating an Invoice
- Printing a Workorder
- Printing the Cost Audit Report
- Transfer or Move Costs and Billing From a Service Call to a Job
- Editing Accounts for a New Service Call Type or Division
- Creating a Vendor Quotation Request
- Reopening a Closed Service Call
- Viewing the Service Call Audit