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 in the modal to log 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.

Select the customer from the “Account Name” dropdown. This will populate all the customer details and their contact's details.

Select the reason for service from the "Service Reason" dropdown.

Enter a brief description of the issue in the "Issue Reported" text box.

Select the project for which you want to log the call. This will populate the service contract in the modal.

The site address is automatically populated when you select the customer. You can change the address if necessary.

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.

Do the following to add more details to the call when you have them.

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 add that information to the call log to schedule the call according to their preference.

Add site notes

Click “View site notes” to add notes for the technician. For example, a gate code or a warning about pets.

Assign priority

Assign a priority level for the call. You can assign “Low, Medium, High, or Urgent.”

While this may depend on the urgency shown by the customer, it is good practice to internally map the tier of the service contracts to the priority levels.

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.

Add a checklist

Add a checklist for the technician if needed.

For example, in addition to resolving the task of fixing the Wi-Fi router, check for any devices that may cause interference with the signals.

When an item in the checklist is marked as Complete, Cloud will record the user who marked it and the date and time.

Once you have the issue details, you will need to choose one or more service windows and assign a technician to the service call.

Check out this article for more details.