Canceling a Call
A call can be canceled only if no activity has been recorded for it. The cancel status is an important metric tool. Many times customers call in a panic and log a call. When they have calmed down, they realize the source of the problem and call back to cancel the call.
Tracking the number of canceled calls can be useful in determining if there is an educational problem with users at a site. It may support an opportunity to do some marketing for training revenue or update products so they are more user friendly.
Note: You can move canceled calls to history and archive/delete just like closed calls.
Effects of Canceling a Call
Canceling a call has many of the same effects that closing a call does.
• If all the conditions are met, the system prompts you to add an item to the installed base when a call is canceled. This is so you can record that this end user has the item, even though the reported issue turns out to be invalid.
• The system closes the engineer transactions for the call if more than one engineer was assigned to it. Any estimated hours calculated as part of the engineer’s work load for engineer scheduling purposes are removed.
• If the call was generated as part of the PM scheduling sequence in Contract Maintenance, the system generates a new PM call and schedules it for the next open date on the contract’s PM schedule.
• The system clears the call’s Next Status field, the Next Status Date, and the Next Status Time, since no more activity is expected for this call. In addition, the call close date and time are set.
Requirements to Cancel a Call
Two requirements must be met to cancel a call. The system makes the same checks if you cancel an individual line.
Open MOs
Open MOs cannot be attached to the call. If you associated an MO with the call, you can only cancel it when all quantities on the MO are either consumed or returned, or an error displays.
No Reports
No reports can exist for the call. An error displays even if no detail has actually been recorded. If no service is required for a call and a report has been opened, you can manually close the report and close the call, but you cannot cancel it.