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Guided troubleshooting helps location users get a possible resolution to their issues much quicker. Some problems can be solved without sending contractor onsite, and sometimes problems are wrongly identified thus resulting in a longer problem-solving time and a waste of money. When creating service requests, guided troubleshooting contains an optimized series of questions dynamically generated by facility managers, each successive question is based on the previous answer. Further, provided responses update key work order details resulting in providing accurate information to service providers.

Creating a Work Order

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title⦿ How to Create a Work Order with Guided Troubleshooting

  1. Click the New Service Request tab. The New Service Request page appears, with the Store Number, Call Date/Time, and your Full Name/Title auto-filled.

    Note

    In case your name does not auto-populate, enter your First and Last name.


  2. Choose the appropriate Area, Problem Type, Asset, and Problem.
  3. Review your selections carefully, and then click Next.
    1. For Equipment Manager clients: Choose the Asset for which you are reporting the problem. See Reporting Problems on Assets.
    2. Important: At this point, the system will check if a similar problem either already has an open ticket (called a Duplicate Work Order) or was fixed within the past 30 days (called a Repeated Issue). The system will prompt you to review the existing work order before proceeding. See Resolving Duplicate Work Orders and Repeated Issues for more information.
  4. Use Guided Troubleshooting to describe the problem:
    1. Fill out the regular troubleshooting questions: Enter the relevant information in the text box. Fully describe the problem so the service provider is as knowledgeable about your request as possible.
    2. Answer guided troubleshooting questions: select the answer from the drop-down menu that best describes the problem. If pictures are attached, you can also use them to help you identify the problem accurately.
      Guided troubleshooting
  5. Click Next after either answering the following questions or determining the problem still persists.
  6. Review the service request for accuracy, and note the Category, Priority, Not-to-Exceed Amount, Estimated Scheduled Date/Time and Service Provider. See Reviewing Work Order Requests Before Submitting.
  7. Select a file(s) to upload a picture of the requested problem (if available and applicable).
  8. Click Submit Request. The confirmation page appears with the generated work order, and the work order dispatches to the service provider. See Reviewing the Confirmation Page.


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