To create a new Global trouble ticket:
From the Global Trouble Tickets window, right-click on any row and select New > Trouble Ticket. This displays the New Global Trouble Ticket window.
The New > Trouble Ticket function for Global trouble tickets works in the same fashion as the New > Trouble Ticket function for customer trouble tickets. The only differences are as follows:
Trouble tab - “Display on Customer Summary Tab” check box is not provided in the New Global Trouble Ticket window. This check box only applies to trouble tickets associated with a specific customer. Global trouble tickets are not associated with a specific customer.
Contact tab - “Contacts” does not apply to Global trouble tickets, therefore, this input field is grayed out and cannot be modified. You must select a “Contact Type” for a Global trouble ticket (this input field is grayed out for a customer level trouble ticket and cannot be modified).
Location tab - The Select option is not available. Instead, the New option opens the Add Trouble Location window (see below for more information).
Use this window to enter the global trouble ticket information. See Adding a Trouble Ticket.
Click the Location tab and enter location information for this trouble ticket (see Location Tab).
Click the Contact tab and enter contact information for this trouble ticket (see Contact Tab).
Click Save to create a new Global trouble ticket.
The Add Trouble Location window contains the following information.
Service Number
Service number associated with the Trouble Ticket.
Service Type
Select the service type from the drop-down list.
Street1, Street2, Street3
Street address for the location of the problem being reported on the trouble ticket. Use Street2 and Street3 to enter supplemental address information for the location of the problem being reported on the trouble ticket. Use this field for suite number, apartment number, or other information that will not fit in the Street1 field.
City/State/Zip
City, state, and zip code for the location of the problem being reported on the trouble ticket.
Country
Country for the location of the problem being reported on the trouble ticket. The default value is USA.
Click the Validate Address check box to validate the specified City/State/Zip against internal City, State, and Zip Code tax tables.