Create a service visit from a ticket
Quick summary: Create the on-site task from the existing support ticket so the service team can follow the issue and the appliance involved.
Create the linked task
Section titled “Create the linked task”- Open the ticket and review existing linked tasks to avoid scheduling the same intervention twice.
- Click Plan Intervention. Check Title, Project and Customer in the task-creation dialog.
- Select Appliance if the visit concerns a registered appliance. Selecting the appliance can change the customer to its commercial company; recheck the customer before continuing.
- Review the worksheet template if shown, then click Create & View Task.
- On the new task, verify the appliance, customer/contact, description and allocated hours. The appliance’s default hours are a planning estimate, not time already worked.
- Assign and schedule the visit using Plan and perform a field visit. Return to the ticket and record who owns the next action.
Result and common problems
Section titled “Result and common problems”The ticket has a linked task accessible through its task counter. Creating the task does not mean that a technician has been assigned, the appointment has been agreed or the ticket has been resolved.
- Plan Intervention is missing: check the team’s field-service configuration and your permissions with the team manager.
- The appliance is missing: verify the customer and ask the service manager to check the appliance register. Do not select another customer’s appliance as a substitute.
- The customer changes after selection: this is expected for an appliance linked to a commercial company. Check the actual service location and contact on the task before dispatch.
- The worksheet is wrong: verify the final task template; project and appliance defaults can differ.