Table of Contents
Display Service calls
Yoou would like to open a Service call or edit one?
Their are different ways to get there:
1. Display Service Call - Task list
Up to and including version 5.0: Please, click on the menue <font color="darkorange"><b>Servicee -> My tasks</b></font>
Since version 5.1: Please, click on the menue <font color="darkorange"><b>Servicee -> Task list</b></font>
At the next window you can displayed all tasks.
You can search for tasks with the keyword search or the extended search. More informationen to both searches you can find here.
Search result
Now the <font color="darkorange"><b>task</b></font> you have searched will be displayed.
When you click on the name the <font color="darkorange"><b>Incident</b></font> of this <font color="darkorange"><b>task</b></font> will open. (Attention! The Incident will open in the edit mode)
2. Display Service call - Technician Schedule
Please, click on <font color="darkorange"><b>Servicee -> Technician Schedule</b></font>
At the Technician Schedule you can seach for a specific service call. Please, fill out the search mask and click on <font color="darkorange"><b>Apply filters</b></font>.
To open the Service Call click on <font color="darkorange"><b>open Service Call</b></font> below the Service Call you choose.
| up to and including to version 5.2 | since version 5.3 |
|---|---|
 |  |
3. Display Service call - CMDB
Please, click on <font color="darkorange"><b>Master Data -> CMDB</b></font>
Up to version 5.0:
The next view shows the search part. With this search you can seach for configuration items.
<picture version 4.0 english>
<!–Es wird ein Zugang zu einem System Version 4 benötigt, um das Bild, das nur vorrübergehend als Platzhalter dient zu ersetzen–>
The matching configuration items will be displayed below the search. To open the details click on the name of the configuration item.
<picture version 4.0 english>
<!–Es wird ein Zugang zu einem System Version 4 benötigt, um das Bild, das nur vorrübergehend als Platzhalter dient zu ersetzen–>
<note important>Since version 5.0 the search works different. For more information about the search read the page search.
To open a configuration item click on the name.</note>
The detail mask will open. Under <font color="darkorange"><b>Task</b></font> you find all service calls of this configuration item.
4. Display Service call - Incident
In the open Incident click on <font color="darkorange"><b>Tasks</b></font> and all tasks will be shown.
To open the Service Call of one <font color="darkorange"><b>task</b></font> click on the task for marking and on <font color="darkorange"><b>Open service call</b></font> in the appearing text above.
Delete and restore Servicecalls
Fixme
Configuration of Service Call
The edit mode of the Service Call will appear.
In this view you can edit, complete or reject the task or do nothing.
![Service Call [5.0]](/lib/exe/detail.php?id=en%3Asm%3Aservicecalls%3Aopen&media=en:sm:servicecalls:service_call_for_technician_5-0.png "Service Call [5.0]")
| Field | Value | Description |
|---|---|---|
| Customer Info | ||
| The datas of the assigned customer. | ||
| Details of the Service Call | ||
| Number | System | The number is set automatically by system. |
| Owner | System | A Service Call is created through an Incident which needs a technician. In the Incident you can propose an appointment where you can among others choose the technician. This chosen technician will be set into the Service Call. Later if you want you can change the technician through the Technician Schedule. |
| Planned Start Date | System | Additionally will be entered out of the Incident. |
| Start Date | Calender + Time | Here you can enter a different time to the planned start. |
| Description | Free text | The title of the Incident will be entered automatically. If you like you can extend the text. |
| Comment | Free text | This space is to e.g. to give with more informations for the technician. |
| Status | System | The status will be entered automatically out of the Incident. Later you can change it in the technician schedule. |
| Planned Finish Date | System | Additionally will be entered out of the Incident. |
| Finish Date | Calender + Time | Here you can enter a different time to the planned start. |
| CIs (Configuration Items) | ||
Through the search under the tab <font color="darkorange"><b>Add CI</b></font> you can search for CIs and add them through the <font color="darkorange"><b>Assign</b></font> button. To delete them from the Service Call use the button <font color="darkorange"><b>Unassign</b></font> which appears after assigning at the same place.Under the tab <font color="darkorange"><b>Assigned CIs</b></font> you can see all already assigned CIs. |
||
To save the changes click on Save or on Cancel if you do not want to change something.
Display of Service Call since version 5.1
The following is <font color="red" size="+1">NEW!</font> since version 5.1:
![Service Call for technician [5.1]](/lib/exe/detail.php?id=en%3Asm%3Aservicecalls%3Aopen&media=en:sm:servicecalls:service_call_for_technician_5-1.png "Service Call for technician [5.1]")
Customer Info
Additional to the customer the company where he is a contact person will be shown.
CI (Configuration Item)
This contains a new search for CIs. Enter a keyword and press ENTER or click on the magnifier. Below the search the search result will be shown and the already assigned CIs. The assigned Cis have the symbol 
and the not assigned 
at the end of the line.
