Maintaining Service Call Communications

A service call communications is used to process service call information gathered from interactions with the customer, the public or other external entity. These interactions can be reporting a new issue/request, adding comments to an existing issue/request or cancelation (issue is resolved or request no longer needed). Refer to Service Calls for background information on service calls.

To view and maintain service call communications, open Menu > Field Order > Service Call Communication > Search . You are brought to a query portal with options for searching for service call communications.

Once a service call communication record has been selected, you are brought to the maintenance portal to view and maintain the selected record.

The following zones are displayed:

  • Service Call Communication zone shows the details of the service call .

  • Questions zone shows the related questions and answers to the service call communication. This information is stored in the Response object.

Refer to the zones’ embedded help for more information.