Service Calls

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.

Adding Service Calls

You can add a Service Call:

• In a Task: see Service Calls topic.
• In a Ticket: see Adding Service Calls to Tickets topic.
• In a Dispatch Calendar: see Dispatch Calendar topic.

Editing a Service Call

1. Select the Service Desk > Service Calls page.
2. Select the Service call you would like to add. If the list is long, you narrow the search results by adding the following parameters:
   • Account
   • Start Date
   • End date
   • Complete (status)
   • Created By
   • Created On
3. Edit the following in the Service Call tab.
   • Resource - Select an employee.
   • Complete - Yes or No
   • Start Date
   • End Date
   • Description
4. On the Notification tab optionally enter:
   • Resources - Employees to be notified.
   • Email template to use
   • Other Emails - Other email recipients to be notified.
5. Click Save.