Calls/Service Requests

Options Reference

Each option and field on the form is described below. Mandatory options and fields are highlighted in red.

Default Status

Select the default status to display when creating a new support call or service request.

On expired contract

Select the response to display if an expired contract is selected on a support call or service request:

Error - An error displays and you can't save the support call or service request.
Nothing - No warning or error message displays. You can continue processing.
Warning - A warning message displays, informing you that the selected contract has expired.

Contract grace days

Enter the number of grace days allowed after expiry of the contract. You can continue processing during the grace period, regardless of the On expired contract response that you selected.

Default Type

Select the default type for support calls or service requests. The selected value automatically fills the Type field on the Additional tab of the Calls and Service Request Maintenance forms.

Show Date

You can create three custom tracking fields for the Timeline tab on this form. To display these custom fields:

Select the Show Date option.
Enter a name for the custom field on the Timeline tab.

Show Date 1 & 2 displays job cost employees and the third Show Date displays CRM users.

Location

Select:

Optional - The user can enter a location.
Compulsory - The user must enter a location.
Not Required - The Location field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering the location. You must select an option before you can close a support call or service request.

Organisation

Select:

Optional - The user can enter an organisation.
Compulsory - The user must enter an organisation.
Not Required - The Organisation field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering the organisation. You must select an option before you can close a support call or service request.

Problem

Select:

Optional - The user can enter a problem.
Compulsory - The user must enter a problem.
Not Required - The Problem field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering the problem. You must select an option before you can close a support call or service request.

Note: If Compulsory is set and you generate a service request when you repair assets, you must enter the default problem code for the service request on the Asset tab.

Solution

Select:

Optional - The user can enter a solution.
Not Required - The Solution field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering a solution. You must select an option before you can close a support call or service request.

Reseller Organisation

Select the value for the Reseller Organisation field on the Additional tab of the Support Call/Service Request form:

Optional - The user can enter a reseller organisation.
Compulsory - The user must enter a reseller organisation.
Not Required - The Reseller Organisation field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering the reseller organisation. You must select an option before you can close a support call or service request.

Job

Select the value for the Job field on the Additional tab on the Support Call/Service Request form.

Optional - The user can enter a job.
Compulsory - The user must enter a job.
Not Required - The Job field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering the job. You must select an option before you can close a support call or service request..

Asset

Select.

Optional - The user can o select an asset.
Not Required - The Asset field is not displayed.
Optional to Open/Compulsory to Close - You can create a support call or service request without entering the related asset. You must select an option before you can close a support call or service request.

New Call button to create

Select this option to create only a call or only a service request or both when the user clicks the Create Call button on a maintenance form. The caption of the button updates based on your selection. The options on the Security tab of this form updates on the new record based on your selection.

Create Quote/Invoice

This setting determines the function and caption of the Create Quote/Invoice button on the Call and Service Request Maintenance forms.

Create Quote - The caption of the button is Quote. The CRM Quote Maintenance form displays, defaulting the organisation from the support call or service request. The Quote Maintenance form gives access to AR invoices when you click the Create Invoice button.
Create Invoice - The caption of the button is Invoice. The AR Invoice entry form displays, defaulting the AR customer fields using the organisation on the support call or service request.
Prompt - The caption of the button is Quote/Invoice.
Disabled - The Create Quote/Invoice button is disabled.

Hotprint Service Form

Select the report to use when performing a hotprint from the Call/Service Request form.

Default Service Request Enquiry Subject

Select the default enquiry subject to display on the Enquiry tab of this form.

Always allow Inventory additions to service requests

This field is visible if the Inventory module is in use.

Select:

Do not always allow
Always allow

Default Contact Notes

Using this field updates the Contact Notes field on the Main tab, with the Default Contact Notes entered.

Default Quote Type

Select the default quote type to use on the Quote Maintenance form.

The default quote type is used to display the selected quote type when you open the Quote form.

Default Quote Stage

Select the default quote stage to use on the Quote Maintenance form.

The default quote stage is used to display the selected quote stage when you open the Quote form.

Default Quote Stage after printing

Select the default quote stage after printing from the Quote Maintenance form.

JC Activity for Travel

Select the Job Cost activity to use to identify travel entries on the Timesheet tab. Travel coded against this activity displays as travel on the Show Actuals form.

The Actual Travel Time field on the Timeline tab is calculated using the job cost activity selected.

Def Template for Job

Select the template to use on creating a new job.

Set Default Team for New Call on Org

If you select this option, a default team displays on the Security tab on the Organisation Maintenance form. Use this field to default the assigned team when a new support call is created, either in CRM or from eCRM.

Set Default Team for New S/R on Org

Set default for new Call to Private

Select this option if new calls need to default to Private. If you select this option, the Private option on the Additional tab on the Call form is selected by default for new Calls.

Set default for new S/R to Private

Select this option if new service requests need to default to Private.

If you select this option, the Private option on the Additional tab on the Service Request form is selected by default for new service requests.

Create Relisted S/R with revision number

Select this option to create a relisted (regenerate and split options) call or service request with a revision number. The revision number consist of the original number of the call or service request, followed by a dot (.) and a sequentially generated number — for example, 1091.001

The length of the revision is set using the Quote Revision Length option on the Sales tab of the Customer Relationship Management Module Control form.

Default Summary from Problem text

Select this option to default the Call and Service Request Summary field using the Problem Description.

Show details of elapsed field Service Time

Select this option to have the Elapsed Times frame visible on the Timeline tab of the Calls and Service Requests forms. The Elapsed Time frame contains the travel and service estimated times. Total elapsed time updates the Elapsed Time (24*7) field.

Using these fields are optional, as Elapsed Time (24*7) is automatically calculated based on other fields.

Create JC Disbursement Number from S/R Number

Select this option to default the Disbursement Reference number on the JC Disbursement Entry form to the service request number you click the Disbursements button on the Timesheets tab of the Service Requests form.

Note: This setting should only be used if Disbursements created from the service request fall in the same posting period.

Create Job Number From S/R Number

If you select this option, the job number defaults to the support call/service request number when you create a job from the support call or service request. You can create or link a job to a service request or call through one of these:

A job is assigned (linked) to a support call or service request by clicking the Assign Job button. When selected, you can generate a new Job or select an existing. This option relates to New Job.
A job is automatically created for each new support call or service request if the Auto create Job from Service Request option is selected on the Service tab of the Customer Relationship Management Module Control form.

Auto create Job from Service Request

Select this option to automatically create a job for each new support call or service request created in CRM.

If you select this option, Greentree Desktop uses the job template defined for the location, if the support call or service request is linked to a location. If no default template is defined for the location, then the template defined on the Services tab of the Module Control form is used.

If a default job template is not defined on the Module Control form, then Greentree Desktop prompts the user to select a template if the Prompt for Job Template option is selected on the Module Control form. If not selected, the Job Maintenance form opens, the Service Request/Call fields default to the job, and the job remains open for the user to complete the fields.

Prompt for Job Template

If you select this option, you can also select a job template when creating a new Job from CRM. If the Default Template for Job field has been completed, then the template defaults to the job template selected on the Module Control form.

Note: If the job is created from a service request and the service request is linked to a location, then the template is taken from the Location Default job template, if one is selected.

Create Relisted S/R with revision number

Select this option to create a relisted (regenerate and split options) support call or service request with a revision number. The revision number consist of the original number of the support call or service request, followed by a dot (.) and a sequentially generated number, example: 1091.001.

The length of the revision is set using the Quote Revision Length option on the Sales tab of the Customer Relationship Management Module Control form.

Mobile Call/SR signature required on close

If you select this option, support call or service request created in Greentree Browser must have a signature before you can close the them. If there is no signature, an error message displays and you must add a signature to close the support call or service request.

Convert Call to Service Req

These options apply to generating a service request from a support call by clicking the Create Service Request button in the Support Call form. You can select one of these:

Copy - The support call is copied so that the original support call remains and a service request is generated. You can indicate if the original support call is to be closed upon creating the service request. If so, indicate the default close status for the support call.
Convert - The support call is converted to a service request by selecting the Service Request box on the Security tab. The single record is available to both a support call and a service request.
Prompt - Clicking the Create Service Request button results in a prompt. You can copy or convert the support call. The resulting process is the same as above.
Not Permitted - The Create Service Request button is disabled on the Support Call form.

Copy

These default copy options are used to default the Copy fields displayed when a call is converted to a service request and when a support call or service request is re-listed.

Select the fields to have copied by default. For example, if job is selected, then the Copy Job field on the Convert and Re-list forms defaults to selected. The job is copied from the call to the service request or from the original record to the re-listed record.

Create Service Call from Communication

This setting generates a support call from a communication in CRM.

Note: It only applies to Communications of type Service. Select the close status for the communication that the support call is generated from. When you click the Create Service Call button on the Communication form, the Service Call form opens and the Communication form closes. The communication is closed with the status selected in this field.

Default Status

Select the default status to use for Service & Support module. Select a default status to assign to calls and service requests when they are merged using the merge feature on this form.

Hour to day conversion

Enter the number of hours that a work day consists of. This field is used on the Timeline tab of the Call or Service Request Maintenance forms to convert the allocated hours to a day/week display or to convert the day/week input to allocated hours.

You can also define hour to day conversion per working calendar, which you can edit on the CRM System Utilities form. If the call or service request is restricted based on a field service calendar and the hour to day conversion is defined on the calendar, then the calendar conversion is used.

Hour to week conversion

Enter the number of hours that a work week consists of. This field is used on the Timeline tab of the Call or Service Request Maintenance forms to convert the allocated hours to a day/week display or to convert the day/week input to allocated hours.

If the call or service request is restricted based on a field service calendar and the hour to day conversion is defined on the calendar, then the calendar conversion is used.