You can log a service call for a service contract only after you have started the service contract. Otherwise, you can't select the project associated with the contract when creating the call.
You can create a service call without having a service contract in place. In this case, you don't need to select a contract when creating the call.
You need the "Create and manage service calls" permission, or need to be a member of a group that has it, to create and manage service calls.
Create the call
To create a service call, go to “Service > Calls” in the left navigation menu and then click “Schedule service.”
Cloud displays a modal to log the primary details of the call. The modal has the following tabs.
#1 Contact
In the Contact tab, specify the account and project details.
1/ Select the customer from the “Account Name” dropdown. This will populate all customer and contact details.
2/ Select the project, contact, and the fulfillment location if needed.
3/ Select the site address.
4/ Select a priority for the call in the top-right corner.
For example, calls for “Standard” service contracts are either Medium or Low, “Premium” contracts are either High or Medium, and “Concierge” contracts are always Urgent.
5/ Click "Next."
#2 Schedule
In the Schedule tab, specify the schedule for the call.
1/ Select the date when the technician should visit the site.
2/ Select the time. You have two options to select time: Standard and Custom.
Standard: Here, you can select one or more standard time windows you have specified under "Settings > Service > Windows."
Custom: Here, you can specify a custom time duration.
3/ Select the technicians required for the call.
4/ To block the selected technicians for the call, set "Resource block" to ON.
If you are unsure of the schedule, you can specify the schedule in the Edit Service Call view.
5/ If you enabled Resource block, click "Create block."
Cloud creates a new service call. You can add the service details in the Edit Service Call view.
Check out this article for more details.
6/ If you didn't enable Resource block, click "Next."
#3 Service Details
In the Service Details, enter the details of the service required.
1/ From the Service Reason dropdown, select the reason for service.
2/ In the Issue Reported text box, specify the details of the issue.
3/ If you want to block time for the service call, set "Service call block" to ON.
4/ Add a checklist or select a checklist template.
If you want to create checklist templates for service calls, check out this article.
When a user marks a checklist item as Complete, Cloud displays the user who marked it and the date and time.
5/ Add any files related to the call.
6/ Click "Create."
Cloud creates a new service call and assigns it the “Open” status. All the details you entered can be seen under the "Details" tab in the Edit view of the call.
Click the call to open all the call details. Here are some more things you can do with the call.
Change the issue reporter
Click “Change contact” and select a contact if the customer or the primary contact did not report the issue.
Update the issue details
In the “Issue Reported” text box, enter more details about the issue if you have them. You may receive this from the customer via email, text, or any other form of communication.
It is good practice to confirm the customer's preferred day and time and add that information to the call log to schedule the call accordingly.
Add site notes
Click “View site notes” to add notes for the technician. For example, a gate code or a warning about pets.