Creating and maintaining external service calls
Menu path
Go to Service➔ Entries ➔ Service calls and click
New or
Edit.
Introduction
External service calls are phone calls made by customers to request for services. This screen allows you to enter information for the service call such as account, description of the case, item, and other information. In this screen, you can also:
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view the debtor card of the selected debtor
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view the details of the serial number selected
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view the details of the contract selected
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create and/or view the sales quotation for the service call
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create and/or view the service order for the service call
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save and realize the service call
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reject the service call
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reopen the realized service call
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print the service call
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save the service call, or
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create another service call.
Fields
The
Activity types screen is displayed once the
New button at Service
➔ Entries
➔ Service calls is clicked. Select
Service external to create service calls for debtors, and click
Select to continue. The
Activities screen will be displayed.
Account section
Account
Type or select a debtor for the service call. This is mandatory. Accounts can be created at Finance ➔ Accounts receivable ➔ Maintain or CRM ➔ Accounts ➔ Maintain accounts.
Open: Account
Click this to view and/or edit the details of the selected debtor. For more information, see Creating and maintaining accounts receivable.
Classification
Type or select the classification of the debtor for the service call. By default, the debtor classification displayed is based on the Classification defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab.
Type
The debtor type of the selected debtor is displayed. This box cannot be edited. By default, the debtor type displayed is based on the Type defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the General section for the Advanced mode.
Status
The status of the selected debtor is displayed. This box cannot be edited. The debtor status displayed is based on the Type defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the General section for the Advanced mode.
Reseller
Type or select a reseller for the service call. By default, the reseller displayed is based on the Reseller defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Marketing tab under the Miscellaneous section for the Advanced mode.
Postcode (Visit)
Type the postcode of the visiting address of the debtor for the service call. By default, the postcode displayed is based on the Postcode defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the Address section for the Advanced mode, and General section for the Simple mode.
City (Visit)
Type the city of the visiting address of the debtor for the service call. By default, the city displayed is based on the City defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the Address section for the Advanced mode, and General section for the Simple mode.
Country (Visit)
Type the country of the visiting address of the debtor for the service call. By default, the country displayed is based on the Country defined for the debtor at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the Address section for the Advanced mode, and General section for the Simple mode.
Description
Type a description for the service call. This is mandatory.
Contact section
Contact
Type or select a contact person for the service call. By default, the contact person displayed is based on the Title and Contact name defined for the contact person at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the General section for the Advanced mode, and Contact section for the Simple mode.
Click this to view and/or edit the details of the contact person such as Initials, First name, Middle name, and Last name.
Job description
Type the job description of the contact person. By default, the job description displayed is based on the Job description defined for the contact person at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the General section for the Advanced mode, and Contact section for the Simple mode.
Job title
Type or select the job title of the contact person. By default, the job title displayed is based on the Title defined for the contact person at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Basics tab under the General section for the Advanced mode, and Contact section for the Simple mode.
E-mail
Type the e-mail address of the contact person. By default, the e-mail address displayed is based on the E-mail defined for the contact person at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Contact tab (select the relevant contact under the Contact persons section and click 
in the Basics tab).
Click this to send an e-mail to the contact person.
Note: The e-mail screen will be displayed only if an e-mail address is defined.
Phone
Type the phone number of the contact person. By default, the phone number displayed is based on the Phone defined for the contact person at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Contact tab (select the relevant contact under the Contact persons section and click in the Basics tab).
Click this to dial the phone number defined in the Phone box.
Note: You can dial the phone number only if a phone number is defined in the Phone box.
Fax
Type the fax number of the contact person. By default, the fax number displayed is based on the Fax defined for the contact person at the debtor maintenance (go to Finance ➔ Accounts receivable ➔ Maintain, select the relevant debtor, and then click Open), in the Contact tab (select the relevant contact under the Contact persons section and click in the Basics tab).
Resource
Type or select the resource who will be in charge of the service call. This is mandatory.
Item 1
Type or select an item for the service call. Items can be created at Service ➔ Items ➔ Maintain.
Serial number
Type or select a serial number for the item defined in the Item 1 box. Serial numbers can be created at Service ➔ Items ➔ Serial numbers.
Action
Type or select an action required for the service call. Actions can be created at Service ➔ Items ➔ Hours.
Contract
Type or select a contract for the service call.
Start date
Type or select the start date for the service call. By default, the current date is displayed.
End date
Type or select the end date for the service call.
Priority
Select the importance of the service call. You can select any of the following:
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Urgent — Select this if the service call requires urgent attention.
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High — Select this if the service call is of high priority.
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Medium — Select this if the service call is of medium priority. By default, this is displayed.
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Low — Select this if the service call is of low priority.
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Long term — Select this if the service call requires long term attention.
Project
Type or select a project for the service call. Projects can be created at Projects ➔ Entries ➔ Project orders.
Your ref.
Type the reference number of the service call.
Document
Click 
to attach a document to the service call. For more information, see Creating and maintaining documents (available soon).
Question
Type the question asked by the debtor who made the service call.
Answer
Type the answer or solution to the question asked by the debtor who made the service call.
Buttons
Debtor card
Click this to view the debtor card of the selected debtor. For more information, see Viewing debtor cards.
Note: This button is enabled only if a debtor is defined in the Account box under the Account section, and after the service call is saved.
Serial no.
Click this to view and/or edit the details of the selected serial number. For more information, see Creating and maintaining serial numbers
Note: This button is enabled only if a serial number is defined in the
Serial number box under the
Contact section, and after the service call is saved.
Contract
Click this to view and/or edit the details of the selected contract.
Note: This button is enabled only if a contract is defined in the Contract box under the Contact section, and after the service call is saved.
Quotation
Click this to view and/or edit the details of the quotation for the service call. For more information, see
Creating and maintaining sales quotations.
Note: This button is available only if you have not saved the service call, or you have created a quotation for the service call.
Order
Click this to view and/or edit the details of the sales order for the service call. For more information, see Creating and maintaining service orders.
Note: This button is available only if you have not saved the service call, or you have created a sales order for the service call.
Save and Realize
Click this to save and realize the service call.
Note: This button is enabled only after the service call is saved.
Reject
Click this to reject the service call. A message “Use: E-mail?” is displayed. Click Yes to send an email, or No to exit.
Note: This button is enabled only after the service call is saved.
Reopen
Click this to reopen the service call after the service call is realized.
Note: This button is enabled only if the Save and Realize button is clicked.
Print
Click this to print the details of the service call.
Save
Click this to save the service call.
New
Click this to create a new external service call.
Close
Click this to exit.
Related documents
| Main Category: |
Attachments & notes |
Document Type: |
Online help main |
| Category: |
|
Security level: |
All - 0 |
| Sub category: |
|
Document ID: |
17.064.341 |
| Assortment: |
Exact Globe+
|
Date: |
26-09-2022 |
| Release: |
382 |
Attachment: |
|
| Disclaimer |