Service Calls Tile

If the Service Calls tile is available for the vendor partner you selected, you will be able to view the number of mapped service calls and the number of unmapped service calls that have been recorded via Dealer Gateway.

The Service Calls tile is a display-only tile. Service calls are automatically recorded on a daily basis. The Service Calls tile displays only the counts of mapped and unmapped service calls received for the participating vendor partner that have not yet been closed or cancelled. For Ricoh, the system only displays calls generated by and received from Ricoh; the system does not include calls generated by e-automate for Ricoh. For Xerox, the system displays calls generated via e-automate and calls generated via XSM. A mapped call is a call for which the call reference number in e-automate corresponds to a call reference number in the participating vendor partner's system. An unmapped call is a call for which a call reference number in e-automate does not yet correspond to a call reference number in the participating vendor partner's system.

The Service Calls tile includes two links—Mapped Calls and Unmapped Calls—and a [View all calls] button. Both links identify the corresponding number of service calls (mapped and unmapped, respectively) for the participating vendor partner that have not yet been closed or cancelled. If you click a link or the button, you can view the specified type of service call information.

Viewing Mapped Calls

The Mapped Calls link on the Service Calls tile identifies the number of service calls that have a call reference number in e-automate that corresponds to a call reference number in the participating vendor partner's system. To view details for mapped service calls, do the following:

1. From the Service Calls tile, click the Mapped Calls link. The system displays the Mapped Service Calls table on the Mapped Calls page.

For each service call recorded, the table lists the Service Call Number, Call Reference Number, Customer Name, Status, Last Modified, Sync Status, Equipment Make, Equipment Model, and Serial Number.
Note: If the Sync Status column does not list ERROR for a service call, then Dealer Gateway did not detect any errors when syncing the call between e-automate and the participating vendor partner's system. If the Sync Status column does list ERROR for a service call, then—although Dealer Gateway successfully mapped the call's Service Call Number in e-automate to the Call Reference Number in the participating vendor partner's system—other information related to the call could not be synced between the two systems. For error detail information, see Step 5 below.

2. To reduce the number of listings displayed on the Service Calls page, use the Filter or QuickFind options. For more information on these options, see the Tool Bar Features section of the List Pages topic.

3. To sort the data by any column, click the column name. If the data was not currently sorted by that column, the system will sort the data by that column in ascending order and will display to the right of the column name an upward-pointing triangle. If the data was previously sorted by that column, the system will toggle the sort between ascending order and descending order and will display to the right of the column name an upward-pointing triangle for an ascending sort and a downward-pointing triangle for a descending sort.

4. To navigate between multiple pages of data and/or to change the number of meter reads displayed per page, see the Navigating Multiple Pages and Changing the Number of Records Displayed per Page options in the Table Features section of the List Pages topic.

5. To view additional information for any service call, do the following:

a. Click the service call's Service Call Number link in the Service Call Number column. The system displays a Service Call page.

The Service Call page includes Account identity, Equipment identity, Service call detail, Customer site, and Sync detail areas.

b. To return to the Service Call page, click the Back icon.
Note: The system displays the following details on the Service Call page:

Account Identity	Description
Dealer account number	Alphanumeric identification number assigned by the participating vendor partner to identify the dealer.
Dealer name	Alphanumeric name of the dealer's company.
Partner call number	Call reference number assigned to the call by the participating vendor partner. Note: If this field displays "---", the call is not mapped to a call in the participating vendor partner's system.
Purchase order	The service call Purchase Order number in e-automate.
Equipment identity	Description
Make	The service call Make in e-automate, identifying the manufacturer or trade name of a particular product.
Model	The service call Model in e-automate, identifying dealer-assigned code to designate a specific equipment type. Together with the serial number, the model number identifies equipment information.
Serial number	The service call Serial number in e-automate, a unique identification number assigned by the vendor to a serial-controlled item that maintains the individuality of the specific item. Together with the model number, the serial number identifies equipment information.
Service call detail	Description
Customer name	The name of the customer's company.
Caller name	The name of the individual calling to request service on the equipment/item.
Call status	The service call Status in e-automate (e.g., P for Pending).
Problem code	The code the technician assigns to the call to identify the actual problem that has occurred.
Description	The Problem Description in e-automate, identifying the caller's perception of the problem with the equipment/item.
Notes	The service call Notes in e-automate, which are for internal use.
Call opened on	This field is not used at this time.
Response due by	The service call Due by date and time in e-automate.
Call closed on	The date and time the service call was closed.
Created	The service call Call received at date and time in e-automate.
Address	Alphanumeric street address that identifies the customer's location.
Customer site	Description
Customer site	The customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Address	The street address associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
City	The city associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
State	The state associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Zip code	The zip code associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Country	The country associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.

Sync detail	Description
Service call number	The call reference Number assigned to the service call in e-automate. Note: If this field displays "---", the call is not mapped to a call in e-automate.
Current status	The service call Status in e-automate (e.g., P for Pending).
Sync Status	Displays Successful if service call is synced between e-automate and the participating vendor partner's system, and Dealer Gateway did not detect any errors. Displays Error if service call is synced between e-automate and the participating vendor partner's system, but Dealer Gateway detected one or more errors. Displays Failed if service call is not synced between e-automate and the participating vendor partner's system. Displays "---" if the call is not mapped to a call in e-automate.
Sync status description	Description of the sync status.
Status date	The date the call was created or last updated.
Last modified	The date the record was last modified.

Viewing Unmapped Calls

The Unmapped Calls link on the Service Calls tile identifies the number of service calls received for the participating vendor partner for which a call reference number in e-automate does not yet correspond to a call reference number in the participating vendor partner's system.

To view details for unmapped service calls, do the following:

1. From the Service Calls tile, click the Unmapped Calls link. The system displays the Unmapped Service Calls table on the Unmapped Calls page.

For each service call recorded, the table lists the Service Call Number, Call Reference Number, Customer Name, Status, Last Modified, Sync Status, Equipment Make, Equipment Model, and Serial Number.
Note: If the Sync Status column does not list FAILED for a service call, then Dealer Gateway has received the call but has not yet attempted to map the call between e-automate and the participating vendor partner's system. If the Sync Status column does list FAILED for a service call, then Dealer Gateway has received the call and has attempted to map the call between e-automate and the participating vendor partner's system but the mapping was unsuccessful. For error detail information, see Step 5 below.

5. To view additional information for any service call, do the following:

a. Click the service call's call number link in the Service Call Number column. The system displays a Service Call page.

The Service Call page includes Account identity, Equipment identity, Service call detail, Customer site, and Sync detail areas.

b. To return to the Service Call page, click the Back icon.
Note: The system displays the following details on the Service Call page:

Account Identity	Description
Dealer account number	Alphanumeric identification number assigned by the participating vendor partner to identify the dealer.
Dealer name	Alphanumeric name of the dealer's company.
Partner call number	Call reference number assigned to the call by the participating vendor partner. Note: If this field displays "---", the call is not mapped to a call in the participating vendor partner's system.
Purchase order	The service call Purchase Order number in e-automate.
Equipment identity	Description
Make	The service call Make in e-automate, identifying the manufacturer or trade name of a particular product.
Model	The service call Model in e-automate, identifying dealer-assigned code to designate a specific equipment type. Together with the serial number, the model number identifies equipment information.
Serial number	The service call Serial number in e-automate, a unique identification number assigned by the vendor to a serial-controlled item that maintains the individuality of the specific item. Together with the model number, the serial number identifies equipment information.
Service call detail	Description
Customer name	The name of the customer's company.
Caller name	The name of the individual calling to request service on the equipment/item.
Call status	The service call Status in e-automate (e.g., P for Pending).
Problem code	The code the technician assigns to the call to identify the actual problem that has occurred.
Description	The Problem Description in e-automate, identifying the caller's perception of the problem with the equipment/item.
Notes	The service call Notes in e-automate, which are for internal use.
Call opened on	This field is not used at this time.
Response due by	The service call Due by date and time in e-automate.
Call closed on	The date and time the service call was closed.
Created	The service call Call received at date and time in e-automate.
Address	Alphanumeric street address that identifies the customer's location.
Customer site	Description
Customer site	The customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Address	The street address associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
City	The city associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
State	The state associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Zip code	The zip code associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Country	The country associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.

Sync detail	Description
Service call number	The call reference Number assigned to the service call in e-automate. Note: If this field displays "---", the call is not mapped to a call in e-automate.
Current status	The service call Status in e-automate (e.g., P for Pending).
Sync Status	Displays Successful if service call is synced between e-automate and the participating vendor partner's system, and Dealer Gateway did not detect any errors. Displays Error if service call is synced between e-automate and the participating vendor partner's system, but Dealer Gateway detected one or more errors. Displays Failed if service call is not synced between e-automate and the participating vendor partner's system. Displays "---" if the call is not mapped to a call in e-automate.
Sync status description	Description of the sync status.
Status date	The date the call was created or last updated.
Last modified	The date the record was last modified.

Viewing All Calls

The [View all calls] button on the Service Calls tile gives you access to all the service calls received for the participating vendor partner that have not yet been closed or cancelled. To view details for mapped service calls, do the following:

1. From the Service Calls tile, click the [View all calls] button. The system displays the All service calls table on the Service Calls page.

For each service call recorded, the table lists the Service Call Number, Call Reference Number, Customer Name, Status, Last Modified, Sync Status, Equipment Make, Equipment Model, and Serial Number.

2. To reduce the number of items displayed on the Meter Readings page, use the Filter or QuickFind options. For more information on these options, seethe Tool Bar Features section of the List Pages topic.

5. To view additional information for any service call, do the following:

b. To return to the Service Call page, click the Back icon.
Note: The system displays the following details on the Service Call page:

Account Identity	Description
Dealer account number	Alphanumeric identification number assigned by the participating vendor partner to identify the dealer.
Dealer name	Alphanumeric name of the dealer's company.
Partner call number	Call reference number assigned to the call by the participating vendor partner. Note: If this field displays "---", the call is not mapped to a call in the participating vendor partner's system.
Purchase order	The service call Purchase Order number in e-automate.
Equipment identity	Description
Make	The service call Make in e-automate, identifying the manufacturer or trade name of a particular product.
Model	The service call Model in e-automate, identifying dealer-assigned code to designate a specific equipment type. Together with the serial number, the model number identifies equipment information.
Serial number	The service call Serial number in e-automate, a unique identification number assigned by the vendor to a serial-controlled item that maintains the individuality of the specific item. Together with the model number, the serial number identifies equipment information.
Service call detail	Description
Customer name	The name of the customer's company.
Caller name	The name of the individual calling to request service on the equipment/item.
Call status	The service call Status in e-automate (e.g., P for Pending).
Problem code	The code the technician assigns to the call to identify the actual problem that has occurred.
Description	The Problem Description in e-automate, identifying the caller's perception of the problem with the equipment/item.
Notes	The service call Notes in e-automate, which are for internal use.
Call opened on	This field is not used at this time.
Response due by	The service call Due by date and time in e-automate.
Call closed on	The date and time the service call was closed.
Created	The service call Call received at date and time in e-automate.
Address	Alphanumeric street address that identifies the customer's location.
Customer site	Description
Customer site	The customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Address	The street address associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
City	The city associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
State	The state associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Zip code	The zip code associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.
Country	The country associated with the customer's account location. Note: For XSM calls originating from e-automate, this field is blank.

Sync detail	Description
Service call number	The call reference Number assigned to the service call in e-automate. Note: If this field displays "---", the call is not mapped to a call in e-automate.
Current status	The service call Status in e-automate (e.g., P for Pending).
Sync Status	Displays Successful if service call is synced between e-automate and the participating vendor partner's system, and Dealer Gateway did not detect any errors. Displays Error if service call is synced between e-automate and the participating vendor partner's system, but Dealer Gateway detected one or more errors. Displays Failed if service call is not synced between e-automate and the participating vendor partner's system. Displays "---" if the call is not mapped to a call in e-automate.
Sync status description	Description of the sync status.
Status date	The date the call was created or last updated.
Last modified	The date the record was last modified.