A service call can be logged for a service contract only after you have started the service contract. Otherwise, the project associated with the contract will not be available for selection.
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.
Create the call
To create a service call, go to “Service > Calls” in the left navigation menu and then click “Schedule service.”
You will see a modal to log the primary details of the call. The modal will have the following sections.
#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: Standard and Custom.
Under the Standard tab, you can select one or more standard time windows you have specified under "Settings > Service > Windows."
Under the Custom tab, you can specify a custom time duration.
3/ Select the technicians required for the call.
If you are unsure of the schedule, you can specify the schedule after the call is created.
Check out this article for more details.
4/ 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/ Add a checklist or select a checklist template.
If you want to create checklist templates for service calls, check out this article.
When an item in the checklist is marked as Complete, Cloud will record the user who marked it and the date and time.
4/ Add any files related to the call.
5/ Click "Create."
A new call is created, and you can find it under calls with the “Open” status. All the details you entered will be seen under the "Details" tab.
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. This can come from the customer via email, text, or any other form of communication.
It is good practice to check with the customer for their preferred day and time, and to 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.