Service requests display in the Service Request tab.
If you have this add-on but you do not see the Service Requests tab, contact your administrator. In addition to the ESMS integration setup, user role permissions need to be set.
Processing service requests
Processing service requests involves the following steps:
- Accessing the Service Requests tab.
- The first time you create a service call from a service request, you will need to map the Signature fields so that the ServiceChannel customer and location name/ID are matched to the Signature customer and location name/ID. (This information is stored for any subsequent service requests.)
- You may need to create a new customer or new location for an existing customer.
- Accepting or rejecting service requests.
- If the service request contains an NTE (not to exceed) invoice amount, you may need to create a service quote in Signature.
- Creating a service call.
- Viewing/editing the service call in the Service Call window in the dispatch board on the Schedule tab. Use this window to add or edit additional service call information.
If a service request is updated with ServiceChannel, an email notification is sent to the dispatcher. The notifications are set to the email address(es) that are set up in Signature Agent.
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