How to Change a Call
If your service provider allows it, you can correct or add to one of your calls in the Customer portal while it is still being worked on. Open the call from your Calls list and select Edit beside its heading. The Edit button is there only while the call is not yet finished.
How do I change one of my calls?
Open the call from your Calls list, select Edit beside the call's heading, make your changes, and select Save changes. The call's page then opens again, showing what you changed.
- Open the call from your Calls list.
- Select Edit beside the heading on the call's page.
- Change What is it about, In one line or PO number (your purchase order number) in the card headed The call.
- Add to or correct the Details document in the middle of the page, if you need to.
- Select Save changes at the top of the Edit call page.
The Edit call page's heading says Edit call and the call number. While your changes are being saved, the button says "Saving…". Pressing Enter in In one line or PO number saves too, just as Save changes does.
To leave without saving, select Cancel beside Save changes; the call's page opens again unchanged. The Edit call page keeps no draft and gives no warning: leaving it any other way, by the menu or your browser's Back button, also loses what you have not saved, so select Save changes first.
You can change any call you are allowed to see and edit, including one your service provider logged for you. Your service provider's system records that you made the change, with your name and email address.
Saving a change does not alert your service provider: nobody is told that you edited the call, and no email is sent to them or to you. If your change needs an answer or action, such as a new phone number or something urgent, contact them as well and quote the call number.
What can I change on a call, and what can't I?
On the Edit call page you can change four things: What is it about (the kind of call), In one line (the short description, up to 300 characters), PO number (up to 30 characters; put a longer purchase order number in full in Details), and the Details document.
The page itself says: "The status, the visits and what was done are the office’s." So you cannot change the call's status, the booked visits, or What was done, the engineer's report, which stays read-only with a padlock. Your service provider decides where a call stands.
You also cannot change Your reference or the contact details (Who to ask for, Phone and E-mail) on the Edit call page. If they are wrong, tell your service provider, quoting the call number; you can also add the right details to Details with Note, so they stay with the call.
Nor can you move a call to another of your accounts, such as a different shop, site or branch: a call stays on the account it was logged on. If you logged a call under the wrong account, tell your service provider the call number and the right site, and they can put it right. Next time, check the account's name before you select Log the call: the Log a call form says which account the call is for under its heading, and the account's name is at the top of the Customer portal menu.
A finished call cannot be reopened in the Customer portal. If the problem has come back, log a new call and mention the old call number in Anything else we should know, or, if your sign-in cannot log calls, contact your service provider and quote the old call number.
In one line must still be filled in. If it is empty when you select Save changes, your browser does not save: it points to the box and asks you to fill it in. If it holds only spaces, the message "Say in one line what is wrong." appears in the card headed The call, and nothing is saved until you type a description. What is it about always has a kind of call chosen: it offers the kinds your sign-in may log, and the call's current kind.
Does editing a call change the date it was logged or send it to the back of the queue?
No. Saving a change on the Customer portal's Edit call page changes only What is it about, In one line, PO number and the Details document. Everything else about the call is saved back exactly as it was, so the Logged date and time on the call's page stay the same, the status stays the same, and any visit already booked stays booked. Editing does not make the call newer, and it does not put it behind calls logged after it.
What your service provider's system does record is that you changed the call, with your name, your email address and the time, so the service team can see who last corrected it. It does not alert them, though: nobody is told that you edited the call. If your change needs an answer, such as a new detail about the fault or something urgent, contact your service provider as well and quote the call number.
Can I cancel a call I logged in the Customer portal?
No. The Customer portal has no way to cancel, withdraw or delete a call, not even one you logged yourself a minute ago. Only your service provider can cancel a call, so contact them, quote the call number, and tell them it is no longer needed.
The Edit button on a call's page changes only What is it about, In one line, PO number and the Details document. The call's status, including whether it is cancelled, is your service provider's to set; the Edit call page says so: "The status, the visits and what was done are the office’s."
The Cancel button you see beside Save changes on the Edit call page, and beside Log the call on the Log a call form, does not cancel the call. It only leaves the form without saving what you typed.
If your sign-in may change calls, you can also add a dated line to the call's Details saying it is no longer needed, but still contact your service provider so that nobody is sent out. Once your service provider has cancelled the call, it is finished and can no longer be changed in the portal.
How do I add a dated note or more details to a call?
To add to a call's Details, open the call from your Calls list and select Edit beside the call's heading; Edit is there only while the call is not finished and your service provider lets your sign-in change calls. On the Edit call page, the Details document opens with everything already written in it, and you can type into it directly. Add your new information at the end, or correct what is there, then select Save changes.
The Details document on the Edit call page has the same small toolbar as the Log a call form: Note, Bold, Italic, Underline, Bulleted list, Numbered list, Undo and Redo. Note is the useful one here: it adds a "New Note, Entered by" line at the end of the document, stamped with your name, the time and the date, and puts your cursor under it ready to type. Your service provider then sees what you added and when. As on the Log a call form, a web address you type becomes a link by itself, and spell checking is switched off, so misspelt words are not underlined: read your note over before you select Save changes.
- Select Edit beside the heading on the call's page.
- Select Note in the toolbar of the Details document on the Edit call page.
- Type your note under the new dated line.
- Select Save changes at the top of the Edit call page.
Everything already in the document, including pictures and formatting, is kept when you save. If you delete text from Details and save, it is removed. There is no undo once you have selected Save changes, and no earlier version of the call to go back to: to put something back, select Edit again and type it back in, or ask your service provider.
To add a photo, such as a picture of the fault, copy the picture, click inside Details on the Edit call page and press Ctrl and V together (Ctrl+V). Other files, such as a PDF or a spreadsheet, cannot be added to a call; email them to your service provider and quote the call number.
Why does Save changes say it is waiting for the details?
Save changes waits until the call's Details document has finished loading, so that saving cannot accidentally wipe out what was already written. While the document is still on its way, the Edit call page shows "Waiting for the details, so that saving cannot erase them." and selecting Save changes does nothing but show that message.
Wait a moment for the document to appear, then select Save changes again.
If the Details document cannot be fetched at all, its card says "Details could not be shown." and offers Try again. You can still select Save changes: your changes to What is it about, In one line and PO number are saved, and the call's Details document is left exactly as it was.
What if the call was finished while I was editing it?
If your service provider closes, cancels or otherwise finishes the call while you are editing it, your changes are not saved and a message under the boxes in the card headed The call explains why: "The office finished this call while you were editing it, so your changes were not saved. Your text is still on screen — please ring the office if it still needs to be said."
Everything you typed stays in the boxes on the Edit call page, so you can copy it into an email, read it out on the phone, or use it to log a new call. Save changes is available again, but saving will not work on a finished call.
Other messages may appear in the same place, under the boxes in the card headed The call, if something else about your change cannot be accepted. Each one says what is wrong, and your typing is kept:
- "That call is not one this sign-in reaches." — while you were editing, the call moved to a status your sign-in does not show, so it can no longer be changed from the portal.
- "That is not a call type this sign-in can log." — choose another option from What is it about.
- A message beginning "A call of this type opens a job" — your service provider has something to set up on their side before a call can be changed to that kind. Choose a different kind, or contact your service provider.
- "The server did not answer. Check your connection and try again." — the Customer portal could not reach your service provider, for example because your internet connection dropped. Select Save changes again once you are back online.