Viewing the jobs list
When you specify an address on the Location/Caller tab in Call Center, a list of service requests and work orders (collectively referred to as jobs) within a set distance from that address is displayed. This helps you determine if the issue has already been reported by another caller. Instead of creating a duplicate service request for the same issue, you can add the new caller to the existing request. You can also view related work orders. Note that Infor Public Sector doesn't show work orders that are already linked to service requests.
The list is displayed on the Jobs List tab in the lower right corner of the page, under the panel. The radius within which Infor Public Sector searches for jobs is defined in Call Center Admin, along with these parameters:
- The number of days service requests and work orders are displayed in the list after they're closed
- A list of excluded request types
Note that when you specify an address without clicking the button, Infor Public Sector only searches for jobs based on that address. Any other search criteria are not considered. To use additional search criteria, such as a caller's contact information or the employee who took a call, specify that information and click . Infor Public Sector then searches your database and shows the records that match your criteria in the Jobs List. If only one service request matches your criteria, Infor Public Sector automatically loads that request in Call Center.
For service requests in the jobs list, you can click the Open SR link to open a request in the Service Request InfoViewer, or click the Load SR link to load the request into Call Center. For work orders, click the Open WO link to open a work order in the Work Order InfoViewer.