Service intake and protocols

How to take in walk-in equipment, fill the protocol and finish signature / PDF.

Start intake from the CRM dashboard

Service intake is the counter flow (device on the bench), not a contracted IT-care case. The client card — new or already in the system — lives in one form. Open it from the CRM dashboard, the Cases list, or the top bar (on tablet and phone: the New menu). It creates an intake-type case and leads to the protocol.

Open CRM → Dashboard or Cases.
Choose Service intake.
Fill customer / equipment details and save so the case + protocol are created.

Client already in the system

Type a company or a person, a phone or an email. The start of a company name or surname is enough — the system shows both company cards and private-person cards. A surname that belongs to a company contact shows that company card (with the contact’s name). Use this card attaches the case. Different person / Different company creates a new card (for example a spouse sharing a number). If you correct the details, the hint disappears or refreshes. The same phone or email will not create a second card until you choose. A similar surname alone, without phone or email, only warns.

After Use this card, location, contact and equipment (CRM + RMM) load briefly. A single contact, a single location, or a single device is filled in. When there are several devices the list stays empty — you choose, and the first row is not selected for you. Existing device stays disabled only when nothing is there after the load. The selected equipment’s type and status are translated (for example Computer, Active).
Contracted customer: usually a normal CRM Case, not walk-in intake.
After creation you can reopen the case from the Cases list.
The device password is stored in the vault. In the intake form the eye next to Computer password shows what you typed. On the case card you reveal it with the eye next to the dots under the case title. The same eye is in the protocol Password field (for the technician) and on the client card. The customer document shows handed over to the workshop — no plaintext and no vault note.
Internal notes are workshop-only (for example who may collect the device, or how they pay). They are not part of the description, protocol, PDF, or customer email. On the case card you add further entries and edit them even after the signature. Each entry shows the technician who wrote it. Additional information stays on the protocol the customer signs.

Protocol, signature and finalize

Open the intake protocol from the service path. The customer signs (tablet / screen), then you finalize. After finalize the PDF may lock — double-check data before approving.

Open the protocol from intake / the case.
Fill equipment description, condition and terms. The device password is entered at intake and stored in the vault; the customer document shows “handed over to the workshop”.
Collect the customer signature (see below) and approve / generate the PDF.
Email the document if CRM mail is configured.

Customer signature: Wacom STU pad or screen

Above the signature field you pick the Signing method. There is no tablet-model setting in the panel and nothing to switch per company. The choice is remembered on this computer (in this browser), so every workstation can work differently. The same choice applies to the intake protocol, the release protocol and your own signature in Settings.

Wacom STU pad — the customer sees the protocol on the pad’s screen and confirms with OK on the pad (Clear and Cancel are there too). Click Start to begin.
On screen — sign with a mouse, a finger (touch screen, tablet with a browser) or a stylus / graphics-tablet pen (e.g. Wacom Intuos, One by Wacom). Then click Save signature.

On a Windows computer the default is the STU pad; on touch devices and outside Windows the default is on-screen signing. You can change it with one click.

What the STU pad needs:

Windows with the Wacom STU SDK / STU-SigCaptX package installed (a local service, downloaded from Wacom’s developer site). Without this service the STU pad does not work in the browser.
The pad connected over USB. The model is detected automatically. Verified: STU-520; Wacom’s service also supports STU-300, 430, 500, 530, 540 and 541.
One STU pad per computer — if several are connected, the first one is used.

Troubleshooting:

“Waiting for the SigCaptX service…” / “Cannot connect to the SigCaptX service” — the service is not installed or not running. The app then shows a Sign on screen button so intake is not blocked.
“No STU pad found on USB.” — check the cable or pick On screen.
Blank pad screen — click Start again without unplugging USB. Close other Wacom programs that may hold the pad.

A PDF copy also appears under Documents on the client card — type Service intake protocol. Release / pickup protocols use a separate type.

Your technician signature / stamp — on the user profile (if required).
Workshop details on the protocol (name, address, phone, email, tax ID) are edited in Settings → Preferences → Company details (protocol) (admin). REGON / KRS stay on invoices and the email footer — they are not needed on the intake protocol. Admins see an Edit workshop details link on the case card. The case Description card also shows handed over to the workshop, not vault jargon.
Do not keep passwords only in the protocol forever — prefer Vault on the client. Reveal from the case or client card with the eye next to the dots.

Documents after service

After the intake protocol is approved, the case card shows Documents after service. That block is separate from the intake form.

Release / pickup protocol — records handing the equipment back. Collect a pickup signature first; it does not replace the intake signature.
Diagnostic / service report — fill at least diagnosis or work performed, save a draft, then create or update the PDF.

“Finish handling” on the case still closes the case; creating the pickup PDF alone does not.

Pickup and diagnostic PDFs also appear under Documents on the client card, with their own types.
Legal terms stay collapsed on screen; print / PDF still include the full text.

Document templates

Admins can set templates (terms, release protocol, clauses) in CRM / service document settings so every technician produces a consistent document.

Template changes apply to new documents — preview before a busy intake season.
Report branding (logo, colours) is set in company Preferences.