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Site Contacts and Customer Contacts tabs on SM Call Handler

PLUS the ability to CREATE contacts from these tabs (and create contacts from the contacts tab in SMServiceSIte and SMCustomers as well).

 

  • Nathan Sutherland
  • Mar 22 2019
SM - Service Management
Company A-1 Plumbing
Job Title / Role Developer
I need it... Yesterday...Come on already
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  • Elizabeth Hughes commented
    March 27, 2019 20:13

    Nathan!  That is correct!  I put in a feature request last year for this.  To open multiple forms is completely insane.

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  • Nathan Sutherland commented
    March 26, 2019 02:33

    My workaround ( ~8 hours of programming )

    • UD Table called "SM Call Handler Contacts"
      • Fields that mimic HQ Contacts, plus two checkboxes: "ForCustomer" and "ForSite", and SEQ and SMCO and CALL fields  (to link it to one call in SM Call Handler)
    • Tab in Call Handler named "Contacts", which shows the table mentioned above.
    • Button in Call Handler named "Load Contacts" which copies the linked contacts from SM Customer and SM Service Site into SM Call Handler Contact.
    • UPDATE trigger on SM Call Handler Contact that adds/removes the links to SM Customer Contact and SM Service Site Contact, based on the checkbox values "ForCustomer" and "ForSite".
    • INSERT trigger on SM Call Handler Contact that first adds the new data to HQ Contact, then adds the proper links in SM Customer Contact and SM Service Site Contact.
      • (If you are doing this, be sure to put protection in place to keep the INSERT trigger from firing when the 'LOAD CONTACTS' button is used)
    • No DELETE triggers, as the data is only needed while the CSR is actively using the call, and we can clean out the table periodically without issues.

    What this accomplishes

    While the Client Service Rep (CSR) is on the phone with a client, they can review all the contacts on file and make changes without opening multiple forms. This is a HUGE time saver, and honestly I think something like it should be part of the standard SM Call Handler.

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