GP/Field Service module: "CALL STATUS"

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Posted on by Community Member

Hi.

I am new to GP Field Service. I`ve been unable to find an answer to my question:

¿Is there any chance to recover the history of changes of a particular client phone call request, CALL STATUS?

I mean, say at the beginning (client first phone call) this new report shows CALL STATUS is 'new'. That same day, a technician has been assigned and in the system we updated CALL STATUS to 'assigned'. And so on, the report the 'field/entry' 'CALL STATUS' changes every time a new action has been completed, and finally, the report is closed, hopefully the CALL STATUS changed to 'closed/success' or 'closed/cantsolve' or 'closed/clientrejectsproposal' (these are just examples.)

It would be good for me to know if there is a way to recover the history of changes of CALL STATUS, so to know -from beginning to end- how that particular status has evolved.

Please, I will appreciate any ideas, suggestions, tip, hints, clues?

Thanks in advance!

Roberto

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Almas Mahfooz 11,009 User Group Leader on at

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Roberto I am sorry to say that there is no such existing functionality to track the histrory of call status for service call, although you can have custom piece of code to fullfill the need for the same functionality.

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Agree with what Almas said.

No such functionality exists in GP. There is no other way than writing a custom code to track each updates of Call Status. You can store the update of each Call status in additional table and from that table you can create the additional required report.

-Bob

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Shahid.Ahmed 170 on at

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You can create a custom table and write sql update trigger on SV table to store the status along the system date to store. Then show the data in your desire reports.

Regards,

Shahid

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Almas Mahfooz 11,009 User Group Leader on at

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Yes can do what Shahid Ahmed suggest, but I would not recommand using sql trigger, as it always cause issues.

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Community Member on at

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Hi Roberto,

I would like to do the same thing, how did you resolve the problem? Did you use triggers?

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Community Member on at

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Hi Patrick.

As reported by Almas Mahfooz and Bob Warren, the problem is "no such existing functionality to track the histrory of call status for service call..." BUT, as suggested by Shahid Ahmed, it is possible to "create a custom table and write sql update trigger on SV table to store the status along the system date to store."

And that is what was done and it has been working nicely.

The point is that, for the same CALL, the status can evolve over hours, days, even weeks. And then, having the capability to track all those changes is very helpful, example, if weneed to talk to a customer who is complaining about something delayed or pending.

Hope this helps!

Allow me to use this space to thanks to Alma, Bob and Shahid. I have been a bit busy and did not reply in time but is important to underline all your help has been very useful.

Have all a good day!

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Hi Roberto,

It looks like it is possible. Check this two tables, it gives the details

SELECT * FROM TWO15..SVC00300

SELECT * FROM TWO15..SVC00310

I don't know if it is new features in GP 2015, you can also see that from Enquiry - service call management - Service Audit Enquiry. The field to status description record it.

Regards

Patrick Kalemba

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Almas Mahfooz 11,009 User Group Leader on at

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Patrick WOW, the window you pointed out is also available in 2013. :)

So I don't think it's something new in GP2015. Thanks :-)

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Community Member on at

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To view invoiced calls from the service audit enquiry, do not forget to change the record type from Open to Invoiced.

It shows everything.

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Community Member on at

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Hi Patrick.

Sorry it took me so many days to answer. As I said, I am new to GP and in fact I just use it to check some data but, I do not have permissions in our current config.

And just yesterday I received an internal document in which they define the CALL STATUS the way or, by using the tools you mentioned before:

SELECT * FROM TWO15..SVC00300

SELECT * FROM TWO15..SVC00310

Which to me close the issue. In fact, the reason for my delay to answer has been that, in between, I found some inconsistencies (just to be diplomatic) in our database. Then, GP is only part of a problem with the structure all around.

Yours and Almas and other input had been helpful, no doubt.

Thank you so much all for all your time and clear explanations and again, sorry it took me time to answer.

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