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From the Attachments & Notes tab, you can:
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Adding Notes
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When adding a note, you may also place the Follow Up and Action Required flags.
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- Follow Up: Use the flag if you or your colleagues need to revisit a work order at a later time, for example, to ensure the provider clocked in or updated the work order by the specified date.
The follow-up date appears on the note once the latter is created.
- Another note is added to the service request when the follow-up date rolls around. The note informs that a notification email was sent to the recipient reminding them that this work order was flagged for a follow-up.
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- Action Required: Select this flag to prompt the recipient of the note to take further action on a work order and help yourself track notes that need action to be taken. You can track all work orders with action required notes from the ALP and by filtering in the List View.
When Action Required is checked, you will see Action Required in the bubble on the left of the note and a Resolve button on the right. If you have resolved the issue, you can press the Resolve button here or in the Notes tab under the Work Order Details View.
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- If you check both Follow Up and Action Resolved, it will create two notes, both with the Action Required bubble and the Resolve button like in notes #3 and #4 above.
- Action Resolved: When the action has been resolved, click on the Resolve button. The Resolve button will disappear and the Action Resolved bubble will show up on the left like in note #3 above.
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You may also add a note to multiple work orders. See Editing Multiple Work Orders in Batch for more information. |
You may either select a recipient(s) with access to the specific location from the To Send Email Select Addressees list or enter an email address(es) in the or Enter Email Address(es) box.
In addition, you may also add an attachment related to the work order while adding a note. There is an optional feature which allows you to send notes with MS Teams.
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When you receive an email notification about a note added to a work order, you can add a new note from the email. In the email, you can see the last and the last but one added note (if any).
You may also add a Note to a work order through email by emailing your desired note to <tracking#>@wonote.servicechannel.net. For example, to add a note to a work order with tracking number 84226813, you need to send the note with the tracking number of the work order in the email subject to the following email address: 84226813@wonote.servicechannel.net. |
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Adding Attachments
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You may add up to 5 files to a work order at a time from the Attachments & Notes tab.
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You may also use the Attachments link in Work Order Reports to add files. Details of the selected work order appear, from where you can add single or multiple attachments. |
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You may also add an attachment to a work order through email by sending an email with the attachment to attachments@servicechannel.net with the tracking number of the work order in the email subject. Note that your email client (for example GMail, Outlook, etc.) and/or your company IT may limit the maximum file size that you can send via email. |
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Deleting an Attachment
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In case an attachment is not required, you may also delete it from the Attachments & Notes tab. Note that attachments added through the invoice module can be deleted only by the user who added them.
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You can attach digital copies of the provider’s original invoice. Contact your ServiceChannel manager to mark attachments as digital invoice copies. |
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In certain situations, additional documentation is required for a work order once it’s been created, submitted, and becomes viewable in the work orders list view. Using Attachment Templates supports a work order by creating documentation with pre-designated information. For example, for one of your locations, the landlord contributes as a service provider for certain trades. It requires any repair or maintenance requests include a letter supporting any work orders. Instead of having to manually create a letter and physically mail it, an attachment template using Data Points adds information from the work order automatically. Service Automation generates the attachment template which then allows for selecting and attaching onto a work order.
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Work with your Customer Support Representative to have any attachment template(s) added into Service Automation for future use. |
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