If a customer calls with issues viewing appointments from My Services, follow these steps.
- Apologize to the customer for the inconvenience and advise the customer that the issue will be reported for handling.
- Confirm the correct service window in ICOMS and resolve the customer’s need related to the scheduled appointment.
- Report the customer’s Service Appointment error response incident to your supervisor or manager.
- Open a UET ticket to Atlanta Support, Enterprise Application Support group.
The local supervisor or manager will receive updates of the resolution in UET.