C4C Service：difference between header level and item level?

[former_member245609]

Hi all,

When deal with ticket in C4C service, I notice there are same fields both in header level and item level, could you please help to explain?

1. Work Progress and technician:

Will the Work Progress in header level depends on the Work Progress in item level?
What is the difference between Service Technician in header level and item level?

2. When the technician completes his job in the assignment, why the Work Progress of the item level is still Ready instead of complete? (Item 40 in the above screenshot)

3. Why cannot find any tickets under this technician's name in Employee->Ticket? And the owner of the Ticket cannot be found under the owner's name("Assigned To" in the header level)

Thanks and best regards,
Tracy

[former_member245609]

Also add the Requested Start Date and Requested End Date in the Time Line in the header of Service and Repair and

Requested Start Date and Requested End Date in the General data in the item level. What are the difference between them? If there are several items, which counts?