Agent Actions - Reactive, Quote, PPM, Audit

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

There may be instances where the Work Order was not completed, due to one reason or another, and it needs to be recorded in the system. If that is the case then this can be done using the Stop Job > Work Not Completed action.     1. First thing... Read More

An alternative to setting a Fixed Cost is to allow for Estimates. Where Fixed Costs are set amounts that Resources can invoice for on completion of Works, Estimates are estimated costs submitted by the Resource prior to attendance and on completion,... Read More

There may be an occasion when the User needs to Cancel a Work Order. This can be done via the "Cancel Job" option. This option is only available up until the point when the Work Order has been started. After this point the User is unable to cancel... Read More

This should be used if the original Resource is unable to accept work or an Authorisation to alter the Resource allocated to the work has been received. The Rules surrounding reallocation where the original Resource is still assigned are bespoke to... Read More

When the Resource arrives at site to begin work then they should inform you so that you can log the start time of the Work Order.  This can be done in a few ways; the first one we will discuss is if the engineer calls you from site.  Firstly find... Read More

A User may wish to remove a linked Work Order.  If this is the case it can be done in a few areas – Agent Actions, Call In and Call Out menu options. Click on the “Remove Linked Work Order” menu option. The Linked Work Orders screen will pop... Read More

This can only be used when a Resource has not been pre-defined as ‘Auto Accept’ for Work Orders. Accept Job should only be used when a direct confirmation from the Resource has been received that they have accepted the Work Order raised... Read More

There may be occasions when the User needs to amend the Start and Stop Times that have previously been set against a Work Order. This can be done via the following steps:     1. Find the Work Order by using the Quick Search button.   2. From the... Read More

The second way that this can be done is if the engineer's head office calls you to advise that their engineer is at site.  Firstly finding the work order in question.     1. After clicking on Start Job > Admin.  The User will be... Read More