Adding Service Calls to Tickets

Service Desk > Tickets > (selected 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.

Adding Service Calls to Tickets

1. Select the Service Desk > Tickets page.
2. Click an existing ticket.
3. Click the Service Calls & To-Dos tab and click Add.
4. On the Service Call tab:
   • Resource
   • Start Date
   • End Date
   • Description - The description is populated with some basic info.
     • Client
     • Location
     • Ticket Number
     • Ticket Title
5. On the Notification tab optionally enter:
   • Resources - Employees to be notified.
   • Email template to use
   • Other Emails - Other email recipients to be notified.
6. Click Save.