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.
Create a service call
You can create a service call by first entering the customer and location information, or you can go to the Equipment field and select a piece of equipment that is already assigned to the customer. Customer and location information is displayed. Enter additional information about the service call, as needed.
A service call that you create from your mobile client device is pending until it is accepted by the host system and the service call ID is generated.
Choose Service Calls, and then choose the New icon.
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.
Field | Description |
*Customer | 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. The customers that you can select from depend on the MobileTech setup. |
*Location | Select the customer location to create the service call for. If you select the location before the customer, the Customer field displays the customer who’s associated with the selected location. |
Date Opened | The system date and time. You can't change this information. |
*Call Type | Select 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 a problem type that describes the problem that needs to be fixed, such as Alarms going off or Brake repairs. |
Equipment | Select the equipment that is associated with this service call. The equipment lookup might be blank until after the service call is created and equipment is updated from the location record. You can select a piece of equipment for the customer and location, or you can select a piece of 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. |
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 | Choose Yes if the description note should be internal only. An internal note isn't displayed on customer reports. Choose No if the note isn't internal. |
*Required field
Choose the Save icon. 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.
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 to successfully sync and create the service call.
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.
Related topics
Assign equipment to a service call
Working with service calls and task attachments
Change a service call
You can change these service call details:
Call type
Problem type
Description
User-defined fields 1-4
Caller name*
Caller phone*
Caller email*
Note: You can’t change an MC (maintenance) call type to a non-MC call type, or vice versa.
*The caller information defaults from the service call entered in Service Management. These fields need to be manually added to the Service Call window using Modifier.