Introduction
Service Desk > Service Calls
The Service Calls page creates and manages all service calls created throughout the system.
Each service call is added to the timesheet of the employee assigned that service call, for tracking purposes.
Service calls are always non-billable.
Service calls are first scheduled, then marked as complete after the service call has occurred.
Using a recurring master ticket you can create a series of child tickets and service calls, with each service call linked to its own child ticket.
You can see any unassigned service calls you create on your My Service Calls page.
My Service Calls
The My Service Calls page enables you to update service calls created to assist customers. Service calls are usually associated with one or more tickets or tasks, but can also be scheduled independently. You can see any unassigned service calls you create on your My Service Calls page.
Adding a Service Call
You can add a service call through two different methods:
Through a ticket
Through Dispatch Calendar
Through a Ticket
Service Desk > Tickets > Select a ticket > Service Calls & To-Dos
The Service Calls & To-Dos tab adds service calls to a ticket.
Each service call is added to the timesheet of the employee assigned that service call, for tracking purposes.
Service calls are always non-billable.
Service calls are first scheduled, then marked as complete after the service call has occurred.
You can also manage service calls using the Service Desk > Service Calls page and within project tasks.
You can see any unassigned service calls you create on your My Service Calls page.
Select the Service Desk > Tickets page.
Click the ticket number of the ticket that you want to open.
Click the Service Calls & To-Dos tab.
Click the New dropdown on the right and then click Add Service Call. The Add Service Call window opens.
Resource: Select the resource from the dropdown list.
Start Date: Select the start date.
Description: Provide a brief description.
Click Save.
Through Dispatch Calendar
Dispatch Calendar > Adding Service Calls to Tickets.
Go to Home > Dispatch Calendar. You will see all relevant tickets under the calendar.
Drag and drop a ticket to the date of your choice in the respective employee's row. This opens up the Service Calls popup window.
Check the details.
Enter additional information in Assign and Notification tabs.
Click Save. You will see a small entry in the row of the employee against that date. (See image below.)
Editing a Service Call
Go to Service Desk > Service Calls page.
Click the Open/Edit icon of the Service call you would like to edit.
In the Service Call tab, edit the fields that you want to.
In the Notification tab, edit the fields that you want to.
Click Save.