Managing service calls on Cloud is easy. When a call is logged, it is assigned an “Open” status. From here on, calls are automatically assigned statuses based on their progress.
The following are the call statuses on Cloud.
Status | Description |
Open | A call stays in this status until a technician is assigned. |
Scheduled | The call moves to this status when a technician is assigned. |
Awaiting Parts | The call moves to this status when the technician requests the back office to check for stock to replace the product. |
Parts Ordered | You can move the call to this status when the products that should be replaced or newly installed at the work site have been ordered. |
Parts Received | You can move the call to this status when you have received the products that should be replaced or newly installed at the work site. |
In Progress | You can move the call to this status when the services expected from the call are in progress. |
Ready for Invoice | The call moves to this status when the technician completes the work required to fix the issues reported in the call and closes the call in the Field User view. |
Invoice Sent | The call moves to this status when you create and send the invoice for the call. |
On Hold | You can move the call to this status if the call cannot be scheduled or completed for some reason. |
Canceled | You can move a call to this status if the issue does not exist anymore and the technician does not need to be scheduled. |
Completed | You need to move a call to this status after you receive the payment from the customer. |
If you want to change the names and colors assigned to the call statuses, click in the Name or Color column of the status and change it.
For example, “Open” to “Logged,” Awaiting Parts to “To be Ordered,” “Completed” to “Resolved,” and so on.