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Breakdown calls

Log breakdown calls, see whether each one is covered by a contract or chargeable, and track it to resolution.

1

Open Service requests → Log a call. Choose the customer and site. The app suggests the live contract for that site. Choose Out of contract if none applies.

2

Check the coverage line before saving. A call under a live contract shows Covered: included in the contract, no invoice. A call out of contract shows Chargeable, with a field for the charge before GST.

Log a breakdown call for Silverline Diagnostics, Main lab, on contract AMC-0009 showing Coverage: Covered, included in the contract, no invoice
3

Assign a technician and click Save call. The call gets the next call number.

4

Track calls on the Open calls, Resolved, Chargeable and All tabs. Use Update to change status or technician and record the resolution. Chargeable calls show Raise invoice, or Invoice once one is raised.

Service requests, All tab: chargeable calls show Raise invoice or Invoice; covered calls show only Update

Invoices for chargeable calls are covered in Billing and payments.