Setup/Creation/tracking of a schedule (event) from a service call
- Diane Partridge
Overview
Readysell allows you to set up events from a service call.
The schedule is made up of service calls and each service call activity for that service call.
The scheduled event is created from the service call, not the service order. So each event on the schedule is linked to a service call for that technician.
At the time the first call is created, the event on the schedule is logged in a grey colour.
When the call has activities added to it, these call activities are logged on the schedule.
If the call activity is a type of Labour, the colour of this event on the schedule is Green
If the call activity is a type of Travel, the colour of this event on the schedule is Blue.
If the call activity is a type of Remote support, the colour of this event on the schedule is Orange
Once the calls are finalised, the original call on the schedule is updated to have a status of Posted
The event for the service call is created only if the user is set up to show on schedule.
You can drag an event from one day/time to another day/time for the same technician.
You can drag an event from one technician to another technician.
If you assign a service call to a user that is set up as a technician BUT NOT flagged to show on schedule no event will be created on the schedule for that service order call for that technician.
Setup
- Ensure the appropriate workflow nodes have been set up for the transaction-type of SRVQUO and SRVORD Workflow Nodes
- Ensure that a user has been created Users
Ensure that the user is flagged as 'show on schedule' and 'is technician' from within the user's table
Inserting a service order
- Log onto Readysell>Service Orders
- Click on New
- Insert the header details, eg machine-id, customer, customer order, order type, fault description
Link to document on service orders Service Orders Click on Save once all of the header details have been inserted
When you are ready to assign this service order to a technician, click on Workflow status and select the next status for this service order
Not until you select 'Assigned' and select the technician will a service call be created.
Not until you select 'Assigned' and select the 'Technician' that has been set to 'show on schedule' will an event be created on the schedule.
When you are ready to assign a technician to the service order, the assigned technician window will appear
Only the users flagged as 'technicians' and 'show on the schedule' will appear in the list
If you select a technician that is flagged as both 'Technician' and 'show on schedule' will you need to fill in Estimated Duration and Scheduled Date/Time'
If you select a technician that is only flagged as 'Technician' you will only need to select the technician. No event or schedule will be created for that call for that technician on the staff schedule.
Once you assigned the service order to the appropriate technician that has been set up to show on schedule and you click on Save on the service order, a service call is created and that service call will also be created on the schedule for that technician, date and time duration and highlight in Grey.
When you add call activities to a service call, those activities also create an event on the schedule.
When the service call is finalised, then the original service call event created on the schedule for that service order is updated to have a status of POSTED.
You can add further call activities to a service order if you wish
NOTE: You should NEVER FINALISE activities on a call for a date greater than today, you should change the date to be as of today. You can schedule it for tomorrow, do the work tomorrow, but if the work is done today, then don't change the date.
- Click on Finalise to finalise each service call.
- When all calls activities have been finalised and you are ready to invoice the customer, change the workflow status to Ready.