ISSUE/QUESTION: 

Why does the Open Call button not return accurate results on a Service Order (i.e. once it’s been saved)?  The Open Call button appears to only work in New Service Order (before WO is saved).  The results displayed from a saved Service Order do not match what I see in Order Locator module.  Is this the intended function?

ENVIRONMENT:  Alliance Product

AUDIENCE:  Internal/External

RESOLUTION/ANSWER: 

Looking at the example provided, existing (saved) Service Order, a Product/Item was populated; Dispenser.   The user then clicked Open Calls.  The way Open Calls works is that it will not count the Service Order that you already have open when you click the Open Calls icon (assumes you know about that one).  It will also filter by Product if populated.  Therefore, on the Open Calls Lookup, click the down arrow to see all of the filters, in this scenario Product: Dispenser was a filter.  Two records were displayed in the Open Calls Lookup, yet Order Locator showed 5 Open Calls for the Customer/Site (Open calls are those with a status less than Invoiced).

When the user created a New Service Order, and clicked the Open Calls Lookup prior to saving the New Service Order, they were able to see the 5 Open Calls.  This was because they had not populated the Product/Item information and had no other filters set that would impact the results.  There were three Service Orders with a Product: Dispenser, one with Product: New Equipment, and one with no Product associated.

When going back to the existing (saved) Service Order, clicking on the Open Calls lookup and clearing the Product/Item filter, the user was able to see the other Open Service Orders.

Note:  To protect sensitive data for this customer, I did not include screen shots.