How to Change the Product Serial Number inside a Service Ticket?

 

In this video, we’ll explain how to change a serial number when a service call has been logged with an incorrect one or when the engineer discovers at the customer site that the issue belongs to a different device.

Start by navigating to Open Service, where all open cases are displayed. You can view each case along with its associated serial number. Note that the serial number can only be changed while the case is open. And if the case has already been closed you must reopen it before making any modifications.

Like let’s say a call was logged for the wrong serial number. Click on that serial number to open the case details. Under the Device Detail section you’ll see the current serial number for instance the one ending with 1806.

To correct it first click on the three dots located on the right-hand side and select Add Machine. This will display all devices listed under the customer’s active contract. From this list, find and select the correct device say, the one ending with 725 and click Add.

Next, go to the Add Comment section and note the change for example, “Serial number updated from 1806 to 725.” Save the update. The system will now reflect the new serial number in the device details.

Finally, review or reassign the problem type and assignee (the engineer handling the call) to ensure accuracy.

This simple process helps maintain accurate service records and ensures every logged call corresponds to the correct device.