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Unable to record technician visit

Owned by Kabanda David (Unlicensed)
Sept 28, 2022
2 min read

The technical issue can be used when:

  • A customer has an issue with one of his components and calls the call center for assistance that is when a call operator will record a technical issue in ERP.

  • Due to the nature of the issue, the product can be taken to the shop for a replacement or it can require a customer to be visited by a shop technician that is when Call Centre can create and record a Technician Visit

This action can be done by:

  • Call Operator

  • Call Centre Supervisor

  • Call Centre Manager

Sometimes you can record a Technician visit and this error message appears, this is how you can fix that issue

 

  • Record a technician visit as if the product has not been replaced

  • The status will change to resolved

  • You will be required to create a new technical issue and record it as a replacement in the shop

  • You will register a new Serial Number

  • The new SN and technician visit will be recorded successfully

 

 

NB: The root cause of the error message is that the old CU is SCM while the new one is DCM, to convert those CUs does not allow you to record a Technician visit like the normal way

 

BBOXX