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C4C Service: Service Ticket Appointment Assignments & Visits

May 02, 2017 at 10:00 AM

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Service Scenario:

- Customer calls for Field Service Support

- Add Time Item in 'Service & Repair' Faced in order to be used for Resource Schudeling

- Click 'Release to Scheduling' and create an Appointment (Assignment) for the Service Technician for the created Time Item.

Now, in the same ticket, what will be the procedure if I need to create an actual Visit for my Service Technician for the same date/hours selected for the Time Item used in the Assignment?

Is it possible to 'link' the Assignment with the Visit?

Thanks,

Andreas

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Jameel Qureshi
May 02, 2017 at 04:06 PM
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Hi,

In the scenario you described, the visit is the Assignment. You can view Assignments for a Ticket from the Assignments facet directly within the Ticket. OR you can do the same from the Resource Scheduler view centre.

So in what you described above, your Assignment is already linked to the Ticket. You just need to enable the facet within the Ticket Object to be able to view it.

Hope that helps.

Jameel

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Hi Jameel,

Thank you very much for the clarification.

BR,

Andreas

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Former Member

Hi Jameel,

The assignment is linked with ticket. How about visit? Both Visit and Assignment facet are within the Ticket. The record can only be found in Assignment, which is different from what happened in https://www.youtube.com/watch?v=IIrzycmylx4 Time 3:16 to check from Visit instead of Assignment. If there are the changes in new C4C release, how should we use Visit here? And technician cannot check in and check out via Assignment.

And I also checked the employee's master data in People->Employee->Ticket, no ticket can be found under technician's name. Could you please tell why there is no record here for this employee(technician)?

Thanks and best regards,
Tracy

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Hey Tracy,

I think the visit object was what was previously used in C4C before the introduction of Resource Scheduler and since then, the Assignment object is the correct one. I suppose the visit object has been enabled for scenarios without the use of resource scheduler. For e.g. if you want to simply send someone without the use the resource scheduler and simply create a visit.

Re check in /check out functionality, probably the best way is to check the C4C ideas forum if this is in the roadmap for future.

Regarding your last point regarding ticket on technician master data, I believe only tickets raised as employee HR tickets (if scoped in) are shown here as you are viewing the employee master data record.

Hope this helps.

Jameel

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Former Member

Hi Jameel,

Thanks for your reply!

So the only way to check what tickets are under which employee's name is to check in the TICKET workcenter?

If Customer Support is in scope instead of Employee Support, should we hide the TICKET tab of employee master data to avoid confusion?

Thanks and best regards,
Tracy

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