This screen will allow you to create, view, and edit Service Calls. It is broken down into two section. The Header, which has the Customer, Address, Status, Priority, Service Tech, and Category. And the Detail section, which has a number of tabs for the detail on the Service Calls.
Header
This is the top section of the Service Call screen. Everything above the tabs at the bottom.
Call # - The number of the Service Call
Customer - The Customer Number
Contact # - Contact number from the Customer record
Ship To # - Ship To number from the Customer record
“Use your Company Address for BILL TO on Ticket” checkbox - This checkbox will set your Company Address as the Bill To Address
Company - The Company name of the Customer
Name - Customer’s name
Address 1 - Customer’s Contact Address 1, e.g. 123 Lane Drive
Address 2 - Customer’s Contact Address 2, e.g. #442
City - The City the Customer Contact is in
State - The State the Customer Contact is in
Zip - The Zip code of the Customer Contact
Phone - Phone number for the Customer Contact
Fax - Fax number for the Customer Contact
Email - Email Address for the Customer Contact
Salesrep - Salesperson for the Service Call
Notify Via Email - button - This button will notify the Customer via Email
Print Ticket - button - This will print the Service Ticket
Call Date - Date of the Service Call
Status - dropdown - The Status of the Service Call
Priority - dropdown - The Service Call’s priority
Service Tech - dropdown - The Service Tech on the Call
Alt. Service Tech - dropdown - The Alternate Service Tech on the Call
Call Category - dropdown - The Call Category for the Service Call
Reliability - checkbox -
Flex Fields - Set up to 5 fields under Service Setup. In example below, they are the Make, Model, and Serial fields
Customer PO - The Customer PO for the Service Call
Detail
The detail section of the Service Call screen has a number of tabs used to track the details of the Service Call.
Problem tab
This tab outlines the Problem for the Service ticket.
Problem Category - dropdown - The Problem Category for the Service Call
Description - A Description of the Problem
Items tab
This tab allows you to add and manage the items needed for the Service Ticket.
Item - The item number
Warehouse - Warehouse number for the item
QTY - The Item Quantity
Unit Price - Unit Price for the Item
Extended - Extended Price for the item (QTY * Unit Price)+Tax
Tax - The Tax for the item
PO - PO number tied to this Item/Service Call
Sales Order - Sales Order number tied to this Item/Service Call
Invoice - Invoice number tied to this Item/Service Call
Item Description - Description of the Item
Comments - The Item Comments
PO - checkbox - Sets if line is printed on the PO
Pick - checkbox - Sets if line is printed on the Pick Ticket
Pack - checkbox - Sets if line is printed on the Pack List
Invoice - checkbox - Sets if line is printed on the Invoice
Order button- Creates an Order for the items that is linked to the Service Call
Invoice button - Creates an Invoice for the linked Sales Order
Reprint Invoice button - Reprint Invoice tied to the Service ticket
Edit Order button - Open the linked Sales Order to Edit
All Time tab
This tab displays all time tracked for the Service Ticket.
Employee - Employee Name
Date - Time entry Date
Description - Time Entry Description
Standard - Standard Hours for the Time Entry
Overtime - Overtime Hours for the Time Entry
Double - Double Time Hours for the Time Entry
Location - Location of for the Time Entry
Resolution tab
This tab allows you to track the resolution, and mark the call as Resolved or Closed.
Solution Category - dropdown - Solution Category for the Call
Solution Description - The Solution Description for the Call
RMA Number - The linked RMA for the Call
Resolved Date - Date the Call was Resolved. It is set when hitting the Resolve button
Resolved by- dropdown - This dropdown sets the Service User that resolved the Service Call
Resolve - button- This button will set the Resolved Date and mark the call Resolved
Closed Date - Date the Call was Closed. It is set when hitting the Close button
Closed By - dropdown - This dropdown sets the Service User that resolved the Service Call
Close - button- This button will set the Closed Date and mark the call Closed
Notify tab
This tab lets you set which Users get notified about Service Ticket updates.
User ID - The user that will be notified of updates
Name - The name of the User selected
Notes tab
Notes for the Service Ticket. Can pull from other areas of TRX
Note Source - dropdown - Sets which notes you are seeing. Defaults to notes from Support Calls
Note Source - The source the Note came from
Note Date - The Date the Note was created
User - The user that entered the Note
Note - The actual Note text
Public checkbox - This sets whether the Note can be seen by everyone or just the user that entered it
Call History tab
This tab shows all of the Call History for the Customer.
Call # - The Service Call number
Call Date - The Service Call Date
Status - The Service Call Status
Priority - The Priority of the Service Call
Item - The Call Category for the Service Call
Problem - The Service Call Problem
Sales History tab
This tab shows the Sales History for this Customer.
Invoice - Invoice number
Invoice Date - Date of the Invoice
Quantity - Item Quantity from the Invoice
Item - Item from the invoice
Price - Price for the items
Open Orders tab
This tab shows all open orders for this Customer.
Order Number - The Sales Order number
Order Date - The Date of the Order
Status - The Order Status
Open Quotes tab
This tab shows all open quotes for this Customer.
Quote Number - Quote Number
Quote Date - Date of the Quote
Salesperson - Salesperson from the Quote
