Searching the jobs list for repeat calls

The Jobs List tab in Call Center shows a list of service requests and work orders in your system. You can view all service requests and work orders in the jobs list by opening Call Center and clicking Search, or you can enter search criteria to narrow the results.

Note: Taken By field on the Problem tab. Therefore, when you click Search, only service requests that you have submitted are displayed in the jobs list. To search for service requests submitted by all employees, clear the When you open Call Center, your employee ID is automatically entered in the Taken By field before clicking Search.

The main purpose of searching the jobs list is to ensure that you don't create a duplicate request for an issue that has already been reported. If a service request already exists for the issue, you can add another caller instead of creating a duplicate request.

See Adding an additional caller to a service request.

Note: When you enter an address, Call Center shows a list of service requests and work orders within a set distance from that address in the Jobs List grid.

See Viewing the jobs list.

  1. Select Customer Service > Call Center.
  2. To search by problem, select the Problem tab and enter the request type in the Request Type field.
    If the specified request type has a default priority or responsibility, these values are displayed in the Priority and Resp fields.
  3. To search by caller, select the Primary Caller tab and enter the name of the caller in the Name field.
    The Primary Caller tab is displayed in the Customer group box on the Location/Caller tab. To quickly enter a name, type a partial name and then press Enter. The Search Contact dialog box pops up and shows a list of contacts that match the name. Select the name that you want and click Select to show the name in the Name field.
  4. Click Search.
    The grid on the Jobs List tab lists all service requests that match the problem or the caller, along with the associated work orders.