Service Call statuses

Service Call statuses and how they work on D-Tools Cloud

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Written by Ashok P
Updated over a week ago

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

Ready for Payment

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

Payment Requested

The call moves to this status when you create a payment request for the call

Canceled

You can move a call to this status if the issue does not exist anymore and the technician need not be scheduled.

Completed

You need to move a call to this status after you receive the payment from the customer.

If you would like to change the names and colors assigned to the call statuses, go to “Service > Call Statuses” under Settings and click “Edit” in the top-right corner. This will open the edit view to allow for changes.

For example, “Open” to “Logged”, Awaiting Parts to “To be Ordered”, “Completed” to “Resolved”, and so on.

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