Set Up Service Events (1206 onwards)

Created by Migration Bot, Modified on Fri, 23 Oct at 2:28 PM by Migration Bot

Originally written by John Hardwick, last updated Jan 30, 2026, on the Swan Retail knowledge base (FRS).

A service event acts as a timed message or reminder to act (either manually or system generated) in respect to a note or a service action.

Menu Location: System Admin > Customer Service > Set Up Service Events

SwanFRS is installed with a series of pre-built service events. These are generic in construction and therefore should be reviewed prior to use.

It is possible to add to this and ‘turn off’ any links not required.

Service actions are a valuable asset in the progression of any action or issue arising from any action within SwanFRS not just customer service.

IT is possible to filter the events listed by selecting an event type from the Group Filter at the top of the page.
To find a specific event (or word within the subject), specify the search pattern in the Find field and click the FIND button. The table will then redisplay, showing matches for the search narrative.
Click the NEW button or New on the side panel to generate a new record.
Click the CLOSE button, or Back option on the side panel to leave the page (or select another option from the menu)
Click the icon to amend an existing record.
Once in amend / insert more, click the to save changes or to abort the action.

Item	Description
Event	This field is only available when creating new service events. The operator must choose an event from the list of provided. Blank options are not allowed. Not all events can be created, the list of new events is – Action required Close service Diary message Item addition Item delivery Item return Order adjustment Reopen service Supplier invoice Worksheet See #event list for details
Type	This field is only available when creating new service events. Dependant upon the event type selected, further clarification is required. Where required, the pick list will offer a series of choices. See #event list for details
Subject	Free format text field Blank entries are not allowed The Event / Type & Subject combination must be unique.
Review Days	Defaulting to 0 this field will accept an integer in the range 0 to 99 and instructs SwanFRS how many days the ‘owner’ of the action must complete the activity before a ‘review’ warning is generated. Once the action event exceeds the review days, the system will make the event overdue.
Level 1 Esc Days	Defaulting to 0 this field will accept an integer in the range 0 to 99 and instructs SwanFRS how many days the event can be ‘open’ before the escalation level 1 owner (linked to the service location) is to be notified. Escalations are not active by default and need switching on by Swan. Please ensure your implementation consultant is aware you wish to use them, or raise a support ticket to have them turned on.
Level 2 Esc Days	Defaulting to 0 this field will accept an integer in the range 0 to 99 and instructs FRS how many days the event can be ‘open’ before the escalation level 2 owner (linked to the service location) is to be notified.
SKU	This drop down is only accessible for Order Adjustments, Supplier Invoice and Cost events and allows the operator to choose the SKU the cost of the action is to be assigned to. The system will not allow the active flag to be set if the SKU is blank for supplier invoice and cost events. When processing an event requiring a SKU, the pick list will present all suitable ‘service’ classed products. It is strongly recommended that the SKU is discontinued to stop the operator selecting / manually adding these codes to the sale. Only discontinue the SKU AFTER the SKU has been added to the service event.
Active	Defaulting to ticked for new records, this toggle field instructs SwanFRS whether to offer this event when progressing service items.
Affects Bookings	Defaulting to Yes for new records, this toggle fields indicate whether the event is to affect the sales booking statistics. Changes are not retrospective. Changing a Yes to a No affects only new events and not events already completed.
TEMPLATES	This button opens a new page listing the templates linked to the event. A template is an RTF document held in the specified templates folder, which when selected allows a pre-designed document to be merged with keywords and then emailed or printed. In addition to linking templates to the event, it is possible to create new links. The event, type and subject are preloaded from the main screen. The template description is the name appearing on-screen as a pick list when the event is processed. The template name is the saved filename, including the .RTF suffix. Active tells the system whether to offer this template as part of the pick list. See Set Up Service Templates for mode details

Event List

The following table is a list of user definable events.

Group name (Event)	Type	General purpose
Action required	Action required	General message requiring a follow-up action.
Close service	Close service	Used to complete the entire service call
Costs	Costs	Operators with this feature can create a cost record event This event type will require a service classed SKU to be associated with it before it can be made active.
Diary message	Diary message	The ability to edit the narrative entered by another operative on the service. (Anyone can add a diary event to the service and edit their own messages, only operators possessing this privilege can edit a message created by another)
Email	Email	This event records the issuing of an email.
Escalation	Escalation	Escalation event.
Item addition	Alternative	Operators can begin the process of selecting an alternative item.
	Loan	Operators can begin the process of selecting a loan item
	Parts	Operators can begin the process of adding a part to the service.
	Replacement	Operators can begin the process of selecting a like-for-like replacement item.
Item delivery	Item delivery	Operators with this control can schedule items linked to the service to be delivered to the customer.
Item Return	Credit	Operators can begin the process of collecting goods back for credit.
Item Return	Repair	Operators can begin the process of collecting goods back for repair.
Order adjustment	Allowance	Operators can begin the process of creating an order allowance. This event type will require a service classed SKU to be associated with it before it can be made active.
Order adjustment	Charge	Operators can begin the process of creating an order charge. This event type will require a service classed SKU to be associated with it before it can be made active.
Reopen service	Reopen service	Only operators with this privilege can reopen a closed service call.
Supplier invoice	Debit	Operators can begin the process of raising an invoice receipt. This event type will require a service classed SKU to be associated with it before it can be made active.
Supplier invoice	Invoice	Operators can begin the process of raising a supplier debit note. This event type will require a service classed SKU to be associated with it before it can be made active.
Worksheet	Worksheet	Used to generate a document used to progress the service call – for example, an inspection visit.

The following table is a list of user amendable events. These events are system managed and cannot be created, with only escalation timings and templates being amendable.

Group name (Event)	Type	General purpose
New service	New service call	Auto created when a new service call is created.
Diary message	Diary message	Freestanding notes without follow-up actions Escalation timings for this event are ignored, as it is closed immediately it is completed.
Email	Email received	System generated event logged to the subject when an email is received.
Escalation	Overdue action – Escalation status 1	System generated SLA escalation event, level 1.
Escalation	Overdue action – Escalation status 2	System generated SLA escalation event, level 2.
Costs	Service cost record	Automatically added event when miscellaneous costs are assigned to the service. This event type will require a service classed SKU to be associated with it before it can be made active.