HI @Andy Smith 

The only way I have found to do so is to use Attributes. You can have an Attribute be named Equipment. 

There’s no real linking unless you have an existing case for that Equipment.

HI @Andy Smith 

 

The only way I have found to do so is to use Attributes. You can have an Attribute be named Equipment. 

There’s no real linking unless you have an existing case for that Equipment.

 

 

Thank you @kbeatty21 .  I want to make sure I’m clear on “unless you have an existing case for that Equipment”   What does that look like?

Hi @Andy Smith 

You can also create a new case and link them.

I want to make sure I understand.

If a customer owns the Service/Equipment modules AND the Support module, are you saying that you cannot identify a sold piece of equipment in a service case unless you add it as an attribute?

That is the main reason one of my customers just purchased the Service/Equipment modules and we were led to believe that it’s possible to tie them together with Support.

@donnadeskins55 - Have you tried setting up a service order type for such inquiries?  When an inquiry is received, the support rep could open an appointment instead of a case and link at least one detail line to the target equipment.

Thanks for the suggestion @gdow23, but for this customer, their customers create their own cases through the customer portal.

Has anyone found a real solution to this issue?  The proposed ones really don’t link Equipment to cases and opening a service order when a piece of customer equipment may just need over the phone troubleshooting is not efficient at all.

I am about to build a customization if there is nothing better available and nothing on the roadmap.

Peter