Searching for a customer in the tech request

 If a customer is already in the tech database you will need to do the following in order for the customer to receive a call back



 Find the request which needs to be updated (make sure and search by name, zip, phone number)

 Click the ID number on the request

 Change Select User to: Call Center

 Then hit Lock

 Then hit lock again you will see: ''' This issue has been marked complete & would have to be reopened to add activities. Current Lock: CallCenter '''

Go to the bottom of the screen and hit reopen case

Then click yes to reopen

Then click add new activity

Change the activity type to: other

<span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">In the notes ALWAYS PUT YOUR INITIALS AND RDI – THEN NOTATE WHAT THE NEW ISSUE IT

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">            EXAMPLE: LADOOLEY, RDI -  NOTES

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Next hit insert

<p class="MsoNormal"> If we were able to assist the customer make sure you are marking the case complete THIS IS FOR NEW AND EXISTING CASES

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Then go back up to the top of the page

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Select the user to: Please select User

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Then hit unlock

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Once the request is fully unlocked you will see the following message: '''This issue is unavailable for editing. Please lock the record to see further options. Current Lock'''

<p class="MsoNormal"> If you need to edit any information such as the address, phone number, last name, or model number of unit you will do the following 

<p class="MsoNormal"> Find the request which needs to be updated

<p class="MsoNormal"> Click the ID number on the request

<p class="MsoNormal"> Change Select User to: Call Center

<p class="MsoNormal"> Then hit Lock

<p class="MsoNormal"> Then hit lock again you will see: ''' This issue has been marked complete & would have to be reopened to add activities. Current Lock: CallCenter '''

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Hit edit request details

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Enter in the correct updated information

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">And then click update

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Then go back up to the top of the page

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Select the user to: Please select User

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Then hit unlock

<p class="MsoNormal"><span style="font-size:14.0pt;line-height:115%;color:black; mso-themecolor:text1;mso-bidi-font-weight:bold">Once the request is fully unlocked you will see the following message: '''This issue is unavailable for editing. Please lock the record to see further options. Current Lock '''

<p class="MsoNormal"> ******If we were able to assist the customer make sure you are marking the case complete THIS IS FOR NEW AND EXISTING CASES ******