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:
1️⃣ Neue Serviceanfrage: Enthält wichtige Informationen über die an Ihr Unternehmen gesendete Serviceanfrage:
- Tracking number
- Name des Anrufers
- Kunde
- Gewerke
- Kategorie
- Priorität
- Geplantes Datum
- OG
In diesem Abschnitt können Sie den Arbeitsauftrag annehmen oder ablehnen.
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.
📍 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.
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.
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.
Accepting Maintenance Work Orders
You do not need to accept Planned Maintenance work orders — they are automatically accepted on your behalf.
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.
- Click Accept in the email. You are prompted to log in to Provider Automation if you are not logged in.
- On the page listing the key details of the work order, click I Accept Service Request to confirm you will work on the request.
You see a confirmation that the work order was accepted.
---OR---
Reply Yes, OK, or Accept to the email.
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.
- Click Decline in the email. You are prompted to log in to Provider Automation if you are not logged in.
- On the page showing essential work order info, click I Decline Service Request to inform the client you will not service the request.
You see a confirmation that the work order was declined.
---OR---
- Reply No or Decline to the email.
(Optional) Include any additional information explaining the decline after No or Decline.
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.
