How to See a Call's Actions and the Customer's Other Calls
Three sections of the call screen's rail look beyond the form: Actions lists everything logged against the call, Existing calls lists the customer's other calls, and Attachments is a placeholder. All three open once a call has been saved; on a new call they are dimmed with "after the call is saved".
How do I see the history of a call?
Select Actions in the sections rail on the left of the call screen. The Actions section lists everything logged against the call, newest first, and its heading says how many, for example "Everything logged against this call — 12". The same count is shown beside Actions in the rail.
The list includes every kind of action: an engineer's scheduled visit, a phone call, a note, an e-mail, a quote, and the Automatic Action that records a change to the call's status, type, job group, priority, job status or work type. Its columns are Entered by, Logged, Type, Description, Assigned to, Due and Status. Entered by is who entered each action, not who logged the call: the person who logged the call, and when, is in the header at the top of the call screen, beside the customer's name. How to Read the Actions on a Call explains each one. When the call has no actions yet, the section says "Nothing here."
The Actions section is for reading: it has no button to add an action, so a phone call, a note or an e-mail cannot be added to the list in ABM Service. To log a conversation, select Note on the toolbar of the call's Details or Resolution document, type under the stamp with your name, the time and the date, and save the call. To put an engineer's visit on the call, use Schedule engineer in the header of the call screen, or Add engineer on the Scheduled visits card. The Actions list can also be placed on the Details form itself with Customize this layout…, in the small menu beside Details in the rail.
How do I see a customer's other calls from a call?
Select Existing calls in the sections rail of the call screen, under Customer. It lists every other call logged for the same customer, whatever its status and however old: the line at the top says "Every other call logged for" the customer, "with no date limit. This call is not listed."
The columns are Call, Type, Status, Logged, Engineer (or "Not scheduled"), Due and Problem description, 25 calls to a page, newest logged first. Select a column heading to sort by it; Problem description cannot be sorted. A call with more than one scheduled visit is listed once per visit, which is why the count at the foot reads "calls & scheduled visits".
To open one of the calls, select its number in the Call column, double-click its row, or move to the row with the arrow keys and press Enter. When you come back with the Back to calls arrow, you return to Existing calls on the same page and sort you left.
A call that is not for a customer has no other calls to show, and the section says "This call is not for a customer, so there are no others to show."
Tip: To see everything about the customer, not just their calls, select the customer's name in the header of the call screen to open the customer screen.
Can I add attachments to a call?
No. Attachments, under Documents in the call screen's sections rail, says "Attachments are not available in this version." There is nowhere on the call screen to attach a file such as a PDF or a spreadsheet. To keep pictures or pasted e-mails with a call, paste them into the Details or Resolution document, which keep pictures and formatting.
A photo is different when your company has a photo custom field and it is on your layout of the call screen: select Replace… under the photo box, choose a picture of up to 4 MB, and save the call.