Agent Actions - Reactive, Quote, PPM, Audit

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

This section of a Work Order is where the User can add any additional information which has been provided to add extra clarity to the requirements of the Work Order. This is done using the Add Notes > Public action. Public notes are notes that can... Read More

Once a Work Order has been accepted by a Resource the User will want to know their reference for any work carried out. If a reference is provided by the Resource the User can update the Work Order via the following steps:     1. Click Agent Actions... Read More

Based on the Average Order Values (AOVs) associated to a Work Order, it is possible to override these AOVs and set the accrual to Zero. These rules are bespoke to each Management Company and will need to be checked with the Finance Manager. This is... 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

There may be the occasion when a User needs to release one or more Work Orders awaiting batching regardless of whether the batch rule thresholds have been reached.     1. This can be done by firstly finding one of the Work Orders requiring to be... Read More

It may be the case that a series of Work Orders need to be linked so that they can all be tracked together. If this is the case the User can link a Work Order to an existing Work Order. This will show in the Events page on the helpdesk along with the... Read More

Agent Actions are all accessible through the ‘Agent Action’ button on the helpdesk. The actions available to the Agent are dependent on the status of your Work Order. Once the Work Order has been created and the Resource and schedule set... Read More