SVC Definitions

Overview

Service Definitions set crucial information for the Service Module.

Call Priority

Priorities are set on each Service call and can be used to sort calls in the View Open Service Call screen. Those marked as Level 1 will be highlighted as Red.

• Priority - The name of the priority. Will be used in the field

• Description - The description of the Priority

• Level - The priority level. 1 being top priority, then 2, 3, etc.

Open

Call Categories

These Call Categories will be used on every Service Call, and they can be used to sort open Service Calls on the View Open Service Call screen.

• Category - The Call Category name. Will be used in the field

• Description - Description of the Call Category

Open

Solution Categories

These Solution Categories will be used on every Service Call. They will set what resolved the Service Call.

• Category - The Solution Category name. Will be used in the field

• Description - Description of the Solution Category

Problem Categories

These Problem Categories will be used on every Service Call. They will help define the Problem.

• Category - The Problem Category Name. Will be used in the field

• Description - Description of the Problem Category

Call Status

The Call Statuses will be used to track status of the service call and automatically Resolve, Close, or Open Service tickets.

• Status - The Call Status Name

• Description - The description of the Call Status

Service Users

The Service Users will be used for the Service Tech, Resolved By, and Closed By dropdowns.

• User ID - The user ID for the user

• First Name - The first name of the User

• Last Name - The last name of the user

• Email Address - Email Address for the user