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I would like a way for an SA to route a call from Mobile, to create a Customer Support Order from a Service Order, essentially escalating his call to get Technical Support.

Giving the SA the ability to create a new Service Order is not suitable, as we need a Customer Support Order.

We currently use a stop code to create a new activity which can be picked up by Tech Support or back office but them someone still needs to do the routing.  It would be very convenient if a routing could be done directly from Mobile.

Hi Chris, 
Check your MOE settings for -10176 (Allow to Add Field Quotation to Order) and -10157 (Enable Field Quote Module), make sure both of those are set to Checked (and log out of Mobile Edge and log back in again afterwards to get the updated values if you had to make a change).  With these settings once you click on the Orange FAB (floating action button) in the Work List module you should see a new option appear there create a new Quote:
 

If you want to save your technicians the trouble of updating the quote type you can adjust MOE -10273 to change the default quote type setting to the most common value you think they’ll use (the default value is Service).  Techs can always change the quote type in the Quote module by clicking on the Type field at the top of the screen and selecting Customer Support:
 

 

Thank you Reid, I’ll try that out.

Hi Reid, I tried it out and it works well, thanks.  We already had those two MOE settings the right way, as we do allow SA’s to create Field Quotation but I had not realised we could use it to create a Customer Order too, including releasing it.  So we have a way to put a CS right into the queue of our TS team if we want to.

The only problem I have is how to get the default set to Customer Support in MOE-10273.  The default was set to service_order and I changed it to customer_support but that didn’t work.  Can you tell me the correct thing to type in that field for it to default to a CS please?

 

Hi Chris, 
Try it with a value of helpdesk_order and see if that solves it, here is the blurb from the Administration and Configuration Guide that specifies the possible values:

 

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