Versions Compared

Old Version 2

changes.mady.by.user Caroline Antoun

Saved on

compared with

New Version 3

changes.mady.by.user Caroline Antoun

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Jedes Mal, wenn Ihre Kunden nicht wartungsbezogene Arbeitsaufträge an Ihr Unternehmen senden, erhalten Sie eine E-Mail-Benachrichtigung. Von einer E-Mail aus können Sie einen Service-Auftrag annehmen oder ablehnen sowie Details zum Arbeitsauftrag, Informationen zum Standort und Check-in-Anweisungen einsehen.

E-Mail Abschnitte

Die E-Mail über eine neue Dienstanfrage enthält die folgenden Abschnitte:


Column
width40%

Email notification about a new service request


To view the service request on the Work Orders List, do one of the following:

  • Click the tracking number at the top of the email.
    or
    • Click View Work Order under Work Order Details
    • Name des Anrufers
    • Kunde
    • Gewerke
    • Kategorie
    • Priorität
    • Geplantes Datum
    • OG

    In diesem Abschnitt können Sie den Arbeitsauftrag annehmen oder ablehnen.

    Column
    width60%

    1️⃣ New Service Request: Contains key details about the work order dispatched to your company1️⃣ Neue Serviceanfrage: Enthält wichtige Informationen über die an Ihr Unternehmen gesendete Serviceanfrage:

    • Tracking number
    • Caller name
    • Client
    • Trade
    • Category
    • Priority
    • Scheduled date
    • NTE

    From this section, you can accept or decline the work order.

    Tip
    Tip

    Um den Service-Auftrag in der Liste der Service-Aufträge anzuzeigen, führen Sie einen der folgenden Schritte aus:

    • Klicken Sie auf die Verfolgungsnummer am Anfang der E-Mail.
      oder
      Klicken Sie auf Service-Auftrag anzeigen unter Details zum Service-Auftrag.

    2️⃣ Work Order Details: Shows the purchase order number, tracking number, and description of the work order. You may also see the customer area, asset, problem type, and problem — depending on how the client submitted the request.

    3️⃣ Location Details: Provides details about the location where you need to service the request: store ID, name, address, phone number, and fax. You can also see the client name here. Learn more about the location details in Managing Locations.

    Tip

    📍 To view the location on the map, click the address.

    📞 To call the location, click the phone number.

    4️⃣ Check-In Instructions: Contains links to download the ServiceChannel Provider mobile app from the App Store and Google Play. Here, you can also find out how to use the automated response system (IVR) to check-in/out and accept or decline work orders.

    Pay attention to your PIN number required to access ServiceChannel Provider and the automated response system. Find out more about using ServiceChannel Provider with a PIN.

    5️⃣ Location Notes: Lists notes with additional information about the location the WO was submitted for. This may be any details that your client provided, for example, district or region manager name, their emails or contact phone numbers, and other relevant info. This section is not displayed if your client has not added any location notes.


    Info

    You can view a simplified plain version of the email in HTM format by clicking the email attachment. When using a mobile device, download the file, and open it in the desired app. This may be useful if your Internet connection is slow, and you fail to open the full email version that takes longer to load.


    HTML Comment
    hiddentrue

    LOCALIZABLE PART STARTS HERE

    Anchor
    AcceptDecline
    AcceptDecline
    Accepting and Declining Work Orders via Email

    You can accept or decline a work order via email. Note that service requests you have not responded to may be forwarded to another provider.

    Accepting a Work Order

    By accepting a work order, you confirm that you will work on the request.

    Tip
    titleAccepting Maintenance Work Orders

    You do not need to accept Planned Maintenance work orders — they are automatically accepted on your behalf.

    Expand
    titleClick here to learn more about PM work order notifications.

    Once Planned Maintenance work orders are dispatched to you, you get notified about it via email. In the email alert, you can see the client name, the number of work orders submitted, and the number of locations for which they were created. Click View Work Orders to navigate to the Work Orders List where you can view the service requests.

    The email attachment contains the details of Planned Maintenance work orders dispatched to you. Follow the instructions in the email to import the TXT file to Excel.

    Email notification about Planned Maintenance work orders dispatched to you



    Panel
    bgColor#F9F9F9
    titleColor#0e3367
    titleBGColor#EAEAEA
    borderStylenone
    title⦿ How to Accept a Work Order
    1. Click Accept in the email. You are prompted to log in to Provider Automation if you are not logged in.
      Accepting a work order via email
    2. On the page listing the key details of the work order, click I Accept Service Request to confirm you will work on the request.
      Confirming you are accepting a work orderYou see a confirmation that the work order was accepted.
      Confirmation showing you have successfully accepted a work order

    ---OR---


    1. Reply Yes, OK, or Accept to the email.

      Note

      Ensure the original message is included in the reply.


    The work order status changes to In Progress/Dispatch Confirmed.

    Declining a Work Order

    To inform the client that you cannot work on a service request for any reason, reject the work order.

    Panel
    bgColor#F9F9F9
    titleColor#0e3367
    titleBGColor#EAEAEA
    borderStylenone
    title⦿ How to Decline a Work Order
    1. Click Decline in the email. You are prompted to log in to Provider Automation if you are not logged in.
      Declining a work order via email
    2. On the page showing essential work order info, click I Decline Service Request to inform the client you will not service the request.
      Confirming you are declining a work orderYou see a confirmation that the work order was declined.
      Confirmation showing you have declined a work order

    ---OR---


    1. Reply No or Decline to the email.

    2. (Optional) Include any additional information explaining the decline after No or Decline.

      Note

      Ensure the original message is included in the reply.


    The client gets notified that you declined to work on the request. The work order status changes to Open/Declined.


    HTML Comment
    hiddentrue

    LOCALIZABLE PART ENDS HERE


    Live Search
    spaceKeySCUCP
    additionalnone
    placeholderSearch our Knowledge Base
    typepage

    Panel
    titleColor#ffffff
    titleBGColor#5fa7d0
    borderStylegroove
    titleIn this Article

    Table of Contents
    maxLevel3
    minLevel2
    indent20px

    Panel
    titleColorwhite
    titleBGColor#75a346
    titleRelated Articles

    Filter by label (Content by label)
    showLabelsfalse
    max8
    showSpacefalse
    sorttitle
    cqllabel = "workorders" and space = currentSpace ( )