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Object documentationService Call: General Tab Locate this document in the navigation structure

 

Use this tab to enter or update general information about a service call, including the type of problem and the technician assigned to the service call.

To access the tab, from the SAP Business One Main Menu, choose   Service   Service Call   and select the General tab.

Note Note

This topic documents fields and other elements in this window that either are not self-explanatory or require additional information.

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General Tab Fields
Origin

Specify the means by which the complaint was received. To define a new origin, choose Define New.
Problem Type

Specify the type of problem that was reported. To define a new problem type, choose Define New.
Call Type

Specify the type of service call. To define a new type, choose Define New.

Use this field to classify your service calls, for example, First Level, Technician, Field Repair.
Technician

If the service call requires a technician, specify the code of the assigned technician.

You can select any company employee defined as technician from the Roles table of the Membership tab in   Human Resources   Employee Master Data  .
Handled by

Specify an employee responsible for handling the service call. When a service call is created, this option is selected by default and it is the user who creates the service call.

You can select a different employee, for example, if you need to forward the service call for advanced handling. The new assignee receives an alert regarding the forwarded service call via the internal messaging system.

Note Note

When you create a new service call, you select either an assignee or a queue. When you update a service call, you must allocate it to a specific assignee.

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Queue

Select this option if you use queue to manage service calls.

You can define queues under   Administration   Setup   Service   Queues  .

Note Note

When you create a new service call, you select either an assignee or a queue. If a service call is assigned to a queue, it must be assigned to an assignee to allow updates and further handling.

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Response

  • By

    The last date and hour you are committed to respond to the service call. This date is calculated according to the Response Time field and coverage of the service contract (from the Coverage tab in   Service   Service Contract  ).

  • On

    The date and time of the first response to the service call. SAP Business One considers any of the following a response:

    • Creating and closing a telephone call or meeting activity

    • Adding a resolution or solution to the service call
Resolution

Time and date by which you must resolve the problem. This date is calculated according to the resolution time and coverage of the service contract.

  • By

    The last date and hour you are committed to provide a resolution for the service call. This date is calculated according to the Resolution Time field and coverage of the service contract (from the Coverage tab in   Service   Service Contract  ).

  • On

    The date and time of the resolution provided for the service call. SAP Business One considers it a resolution when you add a resolution or a solution to the service call.

    Note Note

    Deleting solutions from the Solution tab or the text from the Resolution tab clears the Resolution On field. However, the Response On field is not cleared since you have responded to the service call but have not yet resolved it.

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More Information

Working with Service Calls

Service Contract: General Tab