Navigating an Issue List

The Issue list is an Excel file with an established structure that determines the configuration and attributes of work orders created in Service Automation. A template will have four tabs. Each tab serves an important part in developing an issue list.

Issues Tab

The bulk of the information for the issue list will be added on the Issues Tab.

1. Areas: Matches the specific area from the Areas Tab with each issue. For example, "A1" is listed as "Front Area" on the Areas Tab; "A2" is listed as "Back Room"; "A3" is listed as "Kitchen." Placing an X in each corresponding cell matches the items in that row to that Area, and it will appear as such in the drop-down menu on the Dashboard.
2. Problem Group: Problem to associate with the work order.
3. Equipment: Type of equipment that is subject to the problem. ServiceChannel will accept only the equipment items that were predefined for the selected location. Assets (Equipment) > Manage Asset Types.
4. Problem Code: Problem code indicates the problem. Enter a brief, but clear problem description. 
5. Trade: Trade which the Problem Group is mapped to. ServiceChannel will accept only the trades that were pre-defined for the selected location. Admin > WO Properties > Trades/NTEs. 
6. Priority: Number of days from the Call Date the service provider should complete the requested work. ServiceChannel will accept only the priorities that were pre-defined for the selected location. Admin > WO Properties > Priorities.

7. NTE: Payment amount that cannot be exceeded for work orders. ServiceChannel will accept only NTE values that were pre-defined for specific trades of the selected location. Admin > WO Properties > Trades/NTEs.
   

   Should you need to change the decimal point (.) to decimal comma (,) on monetary amounts, contact your ServiceChannel representative. 

   
   

8. Label: Configure the corresponding line item to automatically attach a Label to each work order assigned to that issue, as indicated in the configuration.
9. Category: Classifications used to group different types of work orders ServiceChannel will accept only categories that were pre-defined for the selected location. Admin > WO Properties > Categories.
10. AttachmentRequired: Enter ‘Required’ to prompt users to upload attachments when submitting work orders. Or "optional" if you want this to not be required.
11. Equipment Entry: Specify whether selecting an asset while creating a work order is either Optional or Required.  
12. Troubleshooting: Specify the troubleshooting text for each work order.
13. Link to Media File: (Optional) Insert a link to a media file that can assist Dashboard users while creating the work order. For example, an instruction video on how to reset a breaker; or an internal form that needs to be submitted. 
14. Message: Enter the optional help message work orders. The key difference between Troubleshooting and Message is the following:
1. Troubleshooting: Provides details on what information is expected from the person who submits a work order.
2. Message: Provides feedback or instructions on what can be done next once the work order is submitted.
15. c1-c12: Specify Condition for Override on work orders.

Areas Tab 

You can include specified areas where services may be needed.  Only two columns are necessary for the issue list.

1. Id: Each specific area will require an Id. The process of creating an Id will be a1, a2, a3, and so forth with keeping the letter lowercase “a”.
2. Name: Add the name of the specific area. These names must match those listed in the Areas Tab under Dashboard Admin.

Conditions Tab

Conditions support the use of Overrides on a work order. Those are added in the conditions tab. On the Issues tab, c1-c12, you will add the name of condition for that issue in order for the override to go into effect. 

1. Id: Each specific condition will require an Id. The process of creating an Id will be c1, c2, c3, and so forth with keeping the letter lowercase “c”.
2. Name: Override name 
3. Operator: Will be < or > and will be used against the value column and location note header to the specific override. Left blank, nothing will change.
4. Value: Performs the task of the override.

Fields Tab

Fields Tab communicates with the interactive troubleshooting page of a work order after Area, Problem Type, Priority, and Category have been determined.

1. Area Name: Name of the area where the data entry field is applicable. By default, leave it empty to enable the display of the fields everywhere.
2. Problem Group: Specify the problem group which the data entry field is displayed for.
3. Equipment: Specify the equipment piece which the data entry field is displayed for.
4. Problem Code: Specify the problem code which the data entry field is displayed for.
5. Id: Specify ID of the data entry field.
6. Type: Specify the kind of data entry field to use: select, textbox, label, or stop.
7. Allow: Enter ‘All’ for alphanumeric data entry, or use "numbers" to only allow numbers in the field, or "text" to only allow text/letters.
8. The following options are overrides based on certain selections, and are explained in depth under Guided Troubleshooting:
   1. Header
   2. Options
   3. Next Questions
   4. Trade Overrides
   5. Priority Overrides
   6. NTE Overrides
   7. Category Overrides
   8. Label Overrides
   9. Provider Rank Overrides
9. Link to Media File: Provide a URL where a media file that can help the user troubleshoot the problem can be found.
10. Required: Enter ‘TRUE’ to force Dashboard users to answer.
11. Error: Specify the error message displayed upon the failed validation of the data entry field.
12. Helptip: Specify the field placeholder for the field
13. Min: Specify the minimum value for the field.
14. Max: Specify the maximum value for the field.
15. Exclude: Leave it blank, by default.
16. Step: Specify the value step for the field.
17. For: Leave it blank.
18. Expected Value: Specify the expected value for the data entry field or leave it blank, by default.