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C4C Service: Service Ticket Appointment Assignments & Visits

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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2 Answers

  • Best Answer
    May 02, 2017 at 04:06 PM

    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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    • 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

  • Oct 11 at 10:26 AM

    Hello together,

    If an assignment is an appointment, why do I not see the assignments under appointments in the activity tab on the customer directly?

    BR/

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