BMS Tickets | Service calls

Introduction

Service Desk > Service Calls

The Service Calls page creates and manages all service calls created throughout the system.

  • Each service call is added to the timesheet of the employee assigned that service call, for tracking purposes.
  • Service calls are always non-billable.
  • Service calls are first scheduled, then marked as complete after the service call has occurred.
  • Using a recurring master ticket you can create a series of child tickets and service calls, with each service call linked to its own child ticket.
  • You can see any unassigned service calls you create on your My Service Calls page.

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My Service Calls

Home > My Service Calls

The My Service Calls page enables you to update service calls created to assist customers. Service calls are usually associated with one or more tickets or tasks, but can also be scheduled independently. You can see any unassigned service calls you create on your My Service Calls page.

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Adding a Service Call

You can add a service call through two different methods:

  • Through a ticket
  • Through Dispatch Calendar

Through a Ticket

Service Desk > Tickets > Select a ticket > Service Calls & To-Dos

The Service Calls & To-Dos tab adds service calls to a ticket.

  • Each service call is added to the timesheet of the employee assigned that service call, for tracking purposes.
  • Service calls are always non-billable.
  • Service calls are first scheduled, then marked as complete after the service call has occurred.
  • You can also manage service calls using the Service Desk > Service Calls page and within project tasks.
  • You can see any unassigned service calls you create on your My Service Calls page.
  1. Select the Service Desk > Tickets page.
  2. Click the ticket number of the ticket that you want to open.
  3. Click the Service Calls & To-Dos tab.
  4. Click the New dropdown on the right and then click Add Service Call. The Add Service Call window opens.
  5. Resource: Select the resource from the dropdown list.
  6. Start Date: Select the start date.
  7. Description: Provide a brief description.
  8. Click Save.

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Through Dispatch Calendar

Dispatch Calendar > Adding Service Calls to Tickets.

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Editing a Service Call

  1. Go to Service Desk > Service Calls page.
  2. Click the Open/Edit icon of the Service call you would like to edit.
  3. In the Service Call tab, edit the fields that you want to.
  4. In the Notification tab, edit the fields that you want to.
  5. Click Save.
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