To transfer a call to a service order

If a call cannot be solved by the support engineer within the normal service requirements, it can (with the appropriate authorization) be transferred to a service order.

You must then specify:

  • The execution service department responsible for the call.
  • The service order number that is created for the call. The parameter settings determine if the service order number is equal to the call number.
  • In case of an emergency call, the service engineer who is responsible for the call.

All details of the call (which includes time spent) are passed over to the service order, and the responsibility for invoicing the call passes to the Service Order Control module. Any direct invoicing patterns within the Call Management module are suspended.