Agent Actions - Reactive, Quote, PPM, Audit

This section of a Work Order is where the User can add any information that maybe considered private and confidential, relating to the requirements of the Work Order. This is done using the Add Notes > Private action. Private notes are notes that... Read More

This gives the User the option to amend the original Work Order criteria, ranging from Caller Type and Asset association through to assigning a Capital Budget Code. The items which can be changed will depend what status the Work Order is at.   1.... Read More

There may be the occasion with a Work Order when multiple prices for the work are requested, or when the work is expected to exceed a value set for reactive works. In these cases, the Work Order would be converted into a Quote. This is done via the... Read More

When undertaking a Call Out Action, it is possible to show that there was No Answer at the Resource if needed. This is done by selecting the No Answer option, and then follow these steps:     1. From Call Out actions, select Resource and the name... Read More

Once a Work Order has been accepted by a Resource the User will want to know the ETA for their attendance at site. If the User would like to request an ETA then follow these steps: From Call Out – Resource on the ribbon menu:     1. Enter the... Read More

A User may wish to link a Work Order to a brand New Work Order. There are 4 options available, link to ‘Reactive’ Work Order, ‘Quote’ Work Order, ‘Audit’ Work Order or 'Purchasing' Work Order. To perform... Read More

Once a Work Order has been started by the Resource, there is the opportunity to provide feedback on how well this work was undertaken and also on the general behaviour etc. of the Resource. Feedback is given using the Portal or the Agent Action of â€... Read More

This is a freeform field which can be used to provide any additional information relating to the Work Order. This would normally be used to add additional information to a call out or call in action, or as the result of an email or fax being received... Read More

There may be the occasion when the User needs to Recall a Work Order, this may be if the work completed has not resolved the fault, or if the fault has returned after a short period of time. This is possible on both Reactive and Quote Work Orders. To... Read More

Some Work Orders can be resolved without the need for attendance at the site. This is called a Remote Fix.  The Work Order can be updated via the following steps:     1. Enter the Completion Date and Time by either clicking on the arrows, this... Read More