Service call (SAP Business One)

A record of the actions taken by an employee to repair an item with serial number and/or to resolve customer complaints.

On Service call is the ongoing contact with customers in all service matters.
Each service case is recorded using a service call and can be processed by different employees.
The service call is available at Service > Service call to find.
Status options:
- My open service calls
- My overdue service calls

Certain fields must be maintained, including
- Business partner
- Contact Person
- Manufacturer serial number
- serial number
- Articles and item group
- description
A topic for the service call must be specified.
The call-off status must be set (Open, Completed, Pending).
Priority must be selected (Low, Medium, High).
Other fields such as origin, problem type and problem subtype should be filled in.
A technician, agent or service queue must be assigned to the service call.
There is the possibility to Express service call with only the most important information.

Activities can be linked to a service call.
In the tab "Linked document" in the window "Activity", the service call is displayed as the source object.

General: Contains general information on the service call.
Solutions: Linked to the solution database.
Related documents: Recording of all transactions and expenses associated with the service call.

Services covered by the service contract appear on the outgoing invoice without a price.
In the window "Document details related to service call" invoiced items, labour and travel expenses can be recorded.

Of the Linkage plan provides an overview of all documents associated with the service call.
Various Service reports provide an overview of open, overdue and critical service calls.
Examples of service reports:
- Service calls
- Service calls according to service queue
- Response time by person responsible
- Average time to completion
Of the Service Monitor shows the number of open and overdue service calls.
Additional reports:
- My open service calls
- My overdue service calls

With the report "Service calls according to service queue" service queue members can monitor their assigned service calls.
Service queues and their team members are displayed in the "Service Queues - Definition" created.

Once a service call has been entered, an entry can be made in the Solution database with the corresponding cause of the problem and symptom.

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