How to Find a Call
The Customer portal's Calls list has three ways to find a call: the Search your calls box, the date buttons for when a call was logged, and the Status dropdown. They work together, so you can, for example, look only at this year's closed calls that mention a word you remember. Open Calls from the portal's menu to use them.
How do I search for a call in the Customer portal?
Type into the Search your calls box on the Calls list. The list narrows as you type, showing only the calls whose call number, one-line comment or your reference contains what you typed. You do not need to press Enter.
- Select Calls in the Customer portal's menu.
- Type part of the call number, a word from the call's comment, or part of your own reference into the Search your calls box.
- Wait a moment: the Calls list updates on its own and goes back to its first page.
The search finds your text anywhere inside those three things, so a few characters of a call number are enough. The box's hint reminds you what it searches: "Call number, comment or your reference".
The search does not look inside the call's full details, what the engineer wrote, the purchase order (PO) number, Who to ask for or the engineer's name. If you remember only the PO number, page through the Calls list and read the PO number column instead; that column cannot be sorted. To find a visit by the engineer's name, look through the Visits page, which names the engineer on each visit.
To clear the search, delete the text in the Search your calls box and the full list comes back.
How do I show calls from today, this week, this month or years ago?
Select one of the date buttons in the row above the Calls list. They narrow the list by when each call was logged, showing only calls recorded in that period. (A screen reader announces the row as "When it was logged".)
- Today — calls logged today.
- This week — calls logged this week, Monday to Sunday.
- This month — calls logged this calendar month.
- Last 30 days — calls logged today and in the 29 days before it.
- This year — calls logged this calendar year.
- All — every call your sign-in may see, going back as far as your sign-in reaches. This is where the Calls list starts.
To see calls from years ago, choose All. Your service provider can set a date before which calls are never shown in the Customer portal, so a very old call may not appear under any button; if you need one, ask your service provider and quote its call number. That date does not apply to Account history, which still lists your older invoices and payments.
There is no way to choose dates of your own, such as last year or one particular month: the six buttons are the only periods on the Calls list. For an older stretch, select All, then select the Logged column heading once: the calls, which start newest first, turn oldest first, and you can page through to the dates you want. Or type the call number or a word from its comment into Search your calls.
The button you pressed stays highlighted so you can see which period is showing. Choosing another period takes the Calls list back to its first page.
If you arrive from the Logged this month figure on your Home page, the Calls list opens already on This month, so the calls you see are the ones that figure counted.
How do I show only open, closed or another status of call?
Choose a status from the Status dropdown beside the search box on the Calls list. The list then shows only calls in that status. Choose Every status to see them all again.
The dropdown lists the call statuses your sign-in may see, in your service provider's own words and in their own order. It lists every one of them, even a status none of your calls is in at the moment; choosing one of those simply shows no calls.
The Status dropdown shows one status at a time: you cannot tick two, such as two kinds of open call together. To see several statuses at once, choose Every status and select the Status column heading, so the calls of each status sit together, in your service provider's order.
The statuses offered depend on how your service provider has set up your sign-in. Some sign-ins are set up to see only finished work, for instance, and then open calls are never offered.
If the Status dropdown offers nothing but Every status, the list of statuses could not be fetched just then, or your sign-in has no statuses set up. The Calls list itself still works; reload the page to try again, and if nothing changes, ask your service provider.
Can I combine the search, the date and the status?
Yes. The Search your calls box, the date buttons and the Status dropdown on the Calls list all apply together. A call is shown only when it matches all three: logged in the period you chose, in the status you chose, and containing what you typed.
This is the quickest way to answer questions such as "which of this year's calls are still open?": select This year, then choose your service provider's open status from Status.
If the list says "No calls to show.", one of the three is narrowing it too far. Try All and Every status first, then check the search box for a typing mistake.
When you open a call and come back with your browser's Back button, all three are still set exactly as you left them.
Can I filter my calls by type, engineer or purchase order number?
No. The Customer portal's Calls list narrows only by when a call was logged (the date buttons), by one status at a time (the Status dropdown) and by the Search your calls box, which looks at the call number, the one-line comment and your reference. There is no filter for the type of call, the engineer, the purchase order (PO) number or who logged the call, and no way to pick dates of your own. Each has a way round:
- One type of call — select the Type column heading on the Calls list to sort by type, so calls of each type sit together. To put each type under a heading of its own as well, sort by Type first and then right-click the heading and choose Group by this column; grouping without that sort starts a new heading wherever the type changes from one call to the next.
- One engineer — if your sign-in includes engineer visits, select Visits in the portal's menu: each visit there shows the engineer's name and the call number, and selecting a visit opens its call. A call's own Visits card also names the engineer on each visit.
- A PO number — read down the PO number column on the Calls list, page by page, or ask your service provider to find the call for you.
- A stretch of dates — select All, then the Logged column heading to turn the list oldest first, and page through.
- Who logged it — the Calls list shows the account's calls that your sign-in may see, whoever logged them, and does not say who did; ask your service provider, quoting the call number.