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
and select the General tab.Note This topic documents fields and other elements in this window that either are not self-explanatory or require additional information. End of the note. |
Specify the means by which the complaint was received. To define a new origin, choose Define New. |
Specify the type of problem that was reported. To define a new problem type, choose Define New. |
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. |
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 . |
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 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. End of the note. |
Select this option if you use queue to manage service calls. You can define queues under .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. End of the note. |
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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.
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