Procedures

5:37

Create a Service Call

There are multiple ways in which Users can create Service Calls in the system

From a Site record

Method 1:

1. Go to Service > Customers, an open the Customer record you want to view
2. Click the Site tab and highlight a Site record in the Sites grid
3. From the Extended Menu, select “Create Service Call”
4. Note:  Creating a Service Call this way requires that you add a Product manually

Method 2:

1. Go to Service > Customers, and open the Customer record you want to view
2. Click the Site tab and open the Site record related to the Call you want to create
3. Click the Service Calls tab, then click the ADD icon in the Calls grid.  A new Add Call form displays
4. Enter details in the Call, including the following:
   • Product
   • Caller
   • Problem / Description
   • Priority
   • Call Type
   • Status
5. Click the SAVE icon

From a Product record

1. Go to Service > Customers, and open the Customer record you want to view
2. Click the Sites tab and open the Site record related to the Product
3. Click the Products tab and highlight a Product for the Service Call you want to create
4. Click the Products grid Extended Menu > Create Service Call for Product
5. Enter details in the Call, including the following:
   • Product
   • Caller
   • Problem / Description
   • Priority
   • Call Type
   • Status
6. Click the SAVE icon

From Received Email Q

1. Go to Service > Work Queues > Received Email Q and highlight the email related to the Service Call you want to create
2. Click the Extended Menu > Accept Selected.  The name of the User who accepts a Call will display in the Accepted column – this does not necessarily indicate the name of the User who will be the CSR or Tech on the Call
3. Open the email, then click Extended Menu > Create Call
4. In the Add Call form, click the EDIT icon and enter details in the Call, including the following:
   • Product
   • Caller
   • Problem / Description
   • Priority
   • Call Type
   • Status
5. Click the SAVE icon
6. Note: you may similarly create a Call by drilling into a Received Email record and using the Extended Menu  > Accept Selected option