How to See a Call's Actions and the Customer's Other Calls
Three parts of the call screen's sidebar look beyond the form: Actions lists everything logged against the call, Existing calls lists the customer's other calls, and the Attachments group holds the call's files. 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 sidebar 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 sidebar.
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; or select Voice note on the Details toolbar and say it. 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 sidebar.
How do I see a customer's other calls from a call?
Select Existing calls in the sections sidebar 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.
Where are a call's attachments, such as PDFs, photos and e-mails?
A call's files are in the Attachments group of the call screen's sidebar, below Existing calls. Select All attachments to see every file on the call, with the number of files beside it, or one of the items under it to see only the files in one of your company's categories; No category lists the files that have none. That section is where a call's files are added, opened and filed, and it works the same way as the one on the customer screen; Using the Attachments Section describes it in full. On a new call, All attachments is greyed out until the call is saved.
A picture or an e-mail pasted into the Details or Resolution document is different: it becomes part of that document, which is what the engineer reads, rather than a file of its own. A photo custom field is different again: when your company has one 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.