Need To Add The Customer Ticket Number To The Task Details Screen In MFS Wireless (Doc ID 2166252.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Field Service - Version 12.1.3 and later
Information in this document applies to any platform.

Goal

When the technicians complete Field Repair SR’s they are required to call the customer’s Help Desk to close the customer’s internal Service Ticket.
The customer’s internal ticket number is stored in the SR header Customer Ticket Number.
If the Customer Ticket Number field could be displayed in the Task Details screen in MFS the technician would have it at hand when they call the Customer’s Help Desk.

2) Business impact

Saving the technician a call to Customer Support or the chance of irritating the customer by calling without the ticket number would increase efficiency and improve customer satisfaction.

How can this be accomplished?
 

Solution

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