Service Request Status

Service Request Status screen helps to retrieve all the existing tickets and work orders. This screen also helps you to assign the un-assigned tickets and work orders to the right employee within a team.

This screen is also used for retrieving list of tickets assigned to particular team or employee.

To view unassigned tickets/work orders:

1. On the Customer Care module, click Assign Ticket.

2. The Service Request Status can be searched in the following ways:

1.  Advanced Search

1. Click the Advanced Search button. Based on the selected search criteria, the unassigned tickets and work orders list along with other details like, Document Type, Document Number, Work Order Number (if any), Customer Number and name, ticket description, team and employee to which the service request is assigned (if assigned), Status, Preferred Date, Scheduled Date, Age, resolved date, and last comment appear in List of Service Requests grid. Click here to view the process to schedule a service request based on the availability of the employees.

2. Click Document # link for document type Service Request to navigate to Service Request screen.

3. Click Work Order # for document type Service Order to navigate to Work Order screen.

2. Simple Search

1.  Select From Date and To Date and select Open Status from the respective drop-downs.

2. In the Team box, enter the service team code or description to which you want to assign the work order.  You can also click   to browse for a team.

3. Select any one of the following options:

• New: To view unassigned Service Requests.

• Open: To view assigned Service Requests.

• Closed: To view closed Service Requests.

• Scheduled: To view scheduled Service Requests.

• Escalated: To view escalated Service Requests.

3. To assign more than one of the documents to a single employee, do the following:

1. Click Bulk Assign.

In the Team box, enter the service team code or description to which you want to assign the work order.  You can also click   to browse for a team.

2. Click Assign.

To assign documents individually, select the document, Team, and Employee from the respective drop-down list.

4. Click Assign.

Note:

• If multiple work orders are assigned to a single ticket then the work details appear in the screen in multiple rows with the same Document Number.

•  If multiple work orders are assigned to a single ticket, you can assign each work orders associated to the ticket to different teams and employees.