QAD 2017 Enterprise Edition
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User Guides
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Service/Support Management
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Call Management
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Creating and Updating Calls
Creating and Updating Calls
The primary program for managing calls is Call Maintenance (11.1.1.1). Call Maintenance controls calls from a variety of perspectives.
Call Information. Where is a call placed in your support organization (Queue)? How is it categorized (Problem, Type, Severity)? When should it be updated (Next Status Date and Time)? Where is the call in relation to the call life cycle (Status)?
Management. How should the system manipulate the call to ensure that it is addressed in a timely fashion (escalations)?
Engineer Assignment. Which service engineer should be assigned to work on this call? Who is best equipped for the particular problem? Who is available to do the work?
Repair Information. What items and procedures should be used when servicing the call items?
Service Summary Information. What problems were encountered on this call? How were they resolved?