The Service Calls & To-Dos, and Service Calls tabs

SECURITY  Object permission to add and edit service calls and to-dos on tasks and tickets

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket > accessory tabs > Service Calls & To-Dos

NAVIGATION   > Projects > Search > Projects > open a project > Schedule > task context menu > View Details

On the ticket's Service Calls & To-Dos tab, users with the required security permissions can create and manage service calls and to-dos associated with the ticket.

On the task's Service Callstab, users with the required security permissions can create and manage service calls associated with the task.

To open the page, use the path(s) in the Security and navigation section above.

NOTE  Canceled service calls are displayed on the tab, and are included in the item count.

The Column Chooser on the ticket Service Calls & To-Dos table accommodates both service calls and to-do fields, but the service call features are the same as on the task Service Calls table.

Hover over the context menu icon to access the following options:

Menu Function
General
Edit Service Call Opens the Service Call page in edit mode. Refer to Adding and editing service calls for details.

Enter Time for Service Call (on the service call accessory tab of the task or ticket page only)

 

Opens the time entry page. The Date, Start Time and End Time fields will be populated with the service call's date, start time and end time. The service call's Description will populate the time entry Summary Notes field.

NOTE  Service calls can span several days, but time entries cannot be longer than 23 h 59 m. You must create a separate time entry for each day.
Complete Service Call Updates the service call status to the system Complete status.
On the Dispatch Calendar and single user calendar, if all tasks and tickets are complete, a green check mark displays on the service call time slot. If the service call contains task or tickets that have not yet been completed, a red check mark displays. This color coding does not apply in service call lists.

NOTE  If the system setting "Automatically complete service calls when completing the last non-complete task or ticket associated with the service call" is enabled, the service call is automatically set to complete when the last open ticket or task is completed.
Schedule Again (Copy) Creates a copy of the original service call with a status of New. The copy contains the same schedule dates and times and scheduled items, but has a different creator and create date.
To reschedule, update the schedule dates and times.
View Organization Opens the Organization page. Refer to The Organization page. This option requires access to the CRM module.
Remove Task/Ticket from Service Call 

On the service call table of the task or ticket page only:

Removes the current ticket from the service call.
If this ticket is the only item in the service call, removing it will result in the deletion of the service call.

Scheduled Items
Forward Scheduled Tasks/Tickets

Opens the Forward/Modify Task/Ticket page. This option is not available for service calls that do not contain any items.

If tickets are forwarded to a queue, they will become unassigned and will only be displayed on the schedule if Display Unassigned Service Calls is checked on the Dispatch Calendar.

Refer to Forwarding and modifying tickets and Forwarding and modifying tasks.
Statement of Work
Generate Opens the Statement of Work in a new window. Refer to Viewing and printing a Statement of Work.
Generate & Send Opens the Send Statement of Work page. Refer to Sending a Statement of Work via email.
Other
Delete Service Call Deletes the service call. Deleting a service call does not delete the tasks and tickets it contains; they are simply no longer scheduled. This option is available to users with Service Call: Delete permissions.
Menu Option Description
General
View To-Do Opens the View To-Do page. Refer to Viewing a to-do.
Edit To-Do Opens the Edit To-Do window to edit all fields. Refer to Adding and managing to-dos.

NOTE  This option is only available on the Dispatch Calendar if the dispatcher has CRM module access and the Autotask system setting that enables Edit To-Dos in Dispatch Calendar is turned on.
Complete To-Do (for Non-complete To-Dos only) Performs the following actions on the to-do: Assigns a complete date to the to-do; updates the status to Complete; and creates a complete to-do note on the CRM Notes and My Notes pages as well as in the Notes tab of the Organization, Contact, Sales Order, and Opportunity pages.

NOTE  When you select Complete To-Do, the action is executed immediately without confirmation. You cannot enter a completion note. If you would like to enter a note, use Edit To-Do.
Set Scheduled (for Complete To-Dos only) Changes the completed to-do to non-complete and removes the complete date and completed status. Changes appear in all to-do lists. Any CRM notes created when the to-do was completed, for example, in CRM detail views or CRM Note lists, is removed.
If you selected Set Scheduled from a CRM Notes table, the page will refresh and the note will be gone.
If you select Set Scheduled from a to-do list or the Ticket page under Service Calls and To-Dos, the to-do (note) is changed to non-complete and remains in the list.

NOTE  When you select Set Scheduled, the change takes place immediately without confirmation.
Delete To-Do

Opens a message to confirm the deletion ("Are you sure?"). Click OK to delete the to-do. Deletion cannot be undone.
View
Organization Opens the Organization page. Refer to The Organization page. This option is not available on the organization To-Dos tab.

NOTE  On the Dispatch Calendar, this option is available only if the dispatcher has the required CRM object permissions.
Opportunity Opens the opportunity associated with the to-do. This option is only available if the to-do is associated with an opportunity.

NOTE  On the Dispatch Calendar, this option is not available.
LiveLinks
LiveLinks Refer to LiveLinks for more information.