Service Calls

Owned by Stephen Juliano
Last updated: Mar 17, 2022
6 min read

Overview

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