Features and improvements
Core modules
Admin. Disable notifications for WO email types you are not interested in! For example, you can turn off email notifications about declined work orders. These settings are available under the Notifications tab in Admin > Permissions. Check this ServiceChannel University article to learn more.
Admin. Previously, when you clicked Inactivate next to a checklist in the Admin module, you may have thought you just simply marked the checklist inactive. The truth was that this action deleted your checklist. To avoid confusion, we have replaced the word "Inactive" with "Delete."
Asset Manager. Delegate some of your asset management functions to your trusted providers! On the Asset Rules tab, you can find two new settings allowing you to select providers who can create new assets and/or edit asset attributes on work orders in SC Provider.
Asset Manager. Now asset types can be grouped into categories. Having asset categories helps you and your providers find the right asset and create a service request faster. Also, resolution and root causes codes will be grouped into categories. Thus, when technicians check out, they will be able to first select the asset category and then specify resolution and root cause codes based on the selected asset category.
Compliance Manager. Invitation management became more convenient as we changed the look and feel of the Invitations page. You can easily view the provider's compliance progress. If a provider does not have a profile yet, you see the corresponding message on the invitation card. To speed up the work with all invitations, we added the Select All checkbox.
Planned Maintenance Manager. We've made the PM work order generation more flexible! The Time Offset field is now available when you create new or edit existing PM frequencies. With this field, the WO generation process can kick off at any hour from 12am to 12pm — based on your preferences.
Provider Directory. To help providers stay up to date, ServiceChannel will send providers digest emails with the following information:
- New profile views
- New messages from clients
- New invites
- New location assignments
Such notifications will allow providers to update their profiles on time and respond to customers as quickly as possible to get more work orders.
Provider Directory. We've renamed the labor rate terminology from Double Time to Double Time/Holiday in the Client Rates section. So now, when providers create invoices or proposals, they can see the following updated labor rate type names:
- In the Proposals module: Doubletime Hours is renamed Double Time / Holiday Hours, and Helper Doubletime Hours is renamed Helper Double Time / Holiday Hours.
- In the Invoices module: Double Time is renamed Double Time / Holiday Hours.
SC Mobile. Creating a work order with an asset in the SC Mobile app is now faster! After you select a location, a list of assets with key details and pictures appears. As soon as you select an asset, the configured issue list options are populated automatically. So that you can create a new work order with all necessary information much faster! 📞Contact your Customer Success Manager to enable the feature.
Work Orders. After you or an FTM internal technician changes the trade on a work order, you will be prompted to edit the problem description. In the pop-up window, you will find the explanatory text and a request to update the selections according to the trade change. 📞Contact your Customer Success Manager to enable the feature.
Work Orders. The ServiceChannel platform can be integrated with MS Teams! This will allow you to view and post notes on work orders via MS Teams! Just add the ServiceChannel app to Teams and then log in to ServiceChannel to authenticate the account and subscribe to notifications. All set! 📞Contact your Customer Success Manager to enable the feature.
Work Orders. We have upgraded the keyword search for resolution codes and root cause codes in SC Provider and Provider Automation. Now, the app will show the matching results even if providers misspelled or entered synonyms of resolution codes and root cause codes. For example, typing “tiolet” will return all the data that matches “toilet_,_” or searching for “cold controller” will return the results for ”thermostat.”
Work Orders. Why did your provider decline your service request? With this new feature, you will no longer have to wonder why. Providers will be prompted to select the reason for turning down a work order. The reason is recorded in work order notes. Thus, you get more information about declined work orders, which gives you an understanding of how to build working relationships with providers.
Add-on modules
Refrigerant Tracking Manager. The Refrigerant Type and Total Charge fields were added for any refrigerant and HVAC asset on the assets list page as key asset details for better visibility!
Refrigerant Tracking Manager. The global warming potential (GWP) can now be tracked in ServiceChannel! We’ve added the GWP Equivalents tab in the Inventory Manager module so that you can easily compare the global warming impacts of different refrigerant gases that you use. Head to ServiceChannel University for more details. 📞Contact your Customer Success Manager to enable the feature.
Refrigerant Tracking Manager. The US-based providers now have the opportunity to add refrigeration certification levels for their technicians. This feature will help ensure that a technician with the appropriate certification level will be dispatched to complete service requests. There are four types (levels) of certification:
- Type I
- Type II
- Type III
- Universal
Learn more about the certification levels in ServiceChannel University. 📞Contact your Customer Success Manager to enable the feature.
Bug fixes
Core modules
Compliance Manager. An error message with instructions to contact your system administrator led to the first listed system admin, which wasn't always right. Now, this type of an error message leads to the first user in the list that has the Is Primary checkbox selected on the Users tab.
Compliance Manager. Occasionally, when you tried to delete the Single Sign-On link for a user account on the personal settings page, the page got stuck on loading, and there was no way to move on. No more worries about this issue.
Proposals. After you clicked View Proposal on the redesigned proposals list, you couldn't see proposal details. The error message about a problem with the request appeared. We’ve made some under-the-hood changes, so now the error doesn't pop up anymore.
Work Orders. Completed work orders were displayed in the assigned queue for an FTM internal technician on the Work Order Assignment page. We've done away with the problem.
Work Orders. Deactivated users were able to provide feedback on a work order. This happened via feedback email alerts. Disabled users no longer receive feedback emails.
Work Orders. Providers didn't receive a number of emails about updated work orders. This happened when work orders were edited in bulk. We fixed it.
Add-on modules
Projects. Previously, work order numbers were not displayed on the Notes tab for a project. So it was hard to understand to which work order the note related. Now, the note contains information about the work order number.
