Jan 28, 2021 | Service Automation, Provider Automation, and Analytics RNs

Core modules

Admin. After updating info in Permissions > Security, remember to click Save on each tab where you make changes.

Analytics. Data on resolution codes and root causes gets captured and reflected in Analytics. You can find the new Resolution/Root Cause Analytics dashboard in the pilot dashboards pack. It shows you breakdowns and spend by resolution and root cause as well as correlations between both. Check our SCU article for more details.

Asset Manager. How to ensure that providers are servicing correct assets — those that were requested to be repaired per the work order? If you’ve ever had this question on your mind, try our asset validation solution. When providers check in, the SC Provider app prompts them to validate that the asset they are about to service is the same asset that is associated with the service request. Contact your Customer Success Manager to learn how to enable the feature.

Asset Manager. You can lay down your ground rules for providers and store users regarding asset scanning, validation, and updating assets on work orders. Should providers validate assets before getting down to servicing them? Can store users and in-house techs start creating a WO by scanning an asset? Do you allow mobile app users to change assets on WOs? All these preferences will become available on the new Asset Rules settings page. Contact your CSM to activate the page for you.

Asset Manager. Your existing assets are no longer doomed to stay attached, from cradle to grave, to asset types that were originally assigned to them. Now, you’ve got the power to change types for assets. The rules are simple: ensure you have permission to manage asset types, go to the asset details page, and make your choice!

Planned Maintenance Manager. Finding assets that are associated with a Planned Maintenance service is a breeze now! When you view a list of locations assigned to a PM service and frequency, check the Assets column to see how many assets are already associated with the service. Click the number in the column to add more assets or remove unnecessary ones.

SC Mobile. Start creating a work order by scanning an asset! To place a service request for a faulty asset, scan its barcode, QR, or NFC code using the ServiceChannel mobile app. Once the code is scanned, the app will populate the information about the asset on the WO creation form, which saves you time and guarantees the WO is associated with the right asset. Reach out to your Customer Success Manager to start using the feature.

Work Orders. Enjoy the new look and feel of notification emails about work order events! We’ve redesigned email alerts about new service requests, work order notes, ETA missed, declined service requests, and Supply Manager orders. More emails will be upgraded with upcoming releases, so stay tuned.

Work Orders. Let’s say you edit some of the work order properties and enter a note at the same time. Not uncommon, isn’t it? In this case, we now add two separate notes to the WO: one containing the information you entered manually, and the second one listing other updates made to the WO properties.

Work Orders. Oops! Created a work order with a wrong asset? To remove an asset from a work order or change it to another asset, open the overlay for editing the work order in Service Automation, click Edit next to the current asset, and take the desired action.

Work Orders. With no option to change assets on work orders in Provider Automation, providers had to ask their clients to make the required updates. With our new feature enabled, providers will have an ace up their sleeve: the opportunity to remove and change assets from the Asset Details tab of the WO details page. Contact your Customer Success Manager to start using the feature.

Work Orders. With the help of resolution and root cause codes, you can get a better insight into what exactly happened at your locations and what exactly providers did to solve the issue. Upon check-out from work orders of specific trades, technicians pick resolution and root cause codes that get attached to WOs. Read more about resolution and root cause codes in SCU.

Add-on modules

Refrigerant Tacking Manager. To support another use case for creating retrofit plans, we’ve added a new refrigerant removal status: Charge Lost. You can choose this option to specify that your refrigeration system lost all its charge and no refrigerant was recovered during the retrofit.

Core modules

Admin. Next time you try to set up a new password for a user in Service Automation and enter one of the previously used combinations, we will show you an alert that this password has already been used. We didn't send an alert before, which led to these users being unable to log in with their new passwords.

Asset Manager. Some Polish letters in the asset type name prevented you from creating assets of this type, but not anymore. Feel free to use your native language (should it be Polish) in the asset type names.

Compliance Manager. The remittance address didn’t show up when you viewed financial information on your invited (yet not accepted) providers — even though these providers had the remittance info available in their Provider Directory (aka Fixxbook) profiles.

Compliance Manager. When you wanted to review the insurance certificates of your provider, the PDF viewer showed an error instead of COI details. Occasionally, there were lucky moments when you could review the certificates without issues though. We’ve solved the problem so that your luck doesn’t run out anymore.

Planned Maintenance Manager. We’ve fixed an interface glitch that you could have faced when editing a frequency. When you picked Custom from the Repeats drop-down list, the date for PM work orders of this frequency to be dispatched was displayed incorrectly — you saw the current date instead of the date you picked.

Work Orders. In some cases, you had no chance to reassign WOs to another provider when, upon reassigning, you selected another trade. The list of providers turned gray, and the Reassign This Work Order button stopped being clickable. In a nutshell, the issue happened when “Do Not Dispatch” providers were involved.

Work Orders. The work summary entered by providers upon check-out would appear with a bunch of question marks in the Problem Description section of the WO details page. No, providers didn’t add any question marks on purpose. It was our bad: non-Latin characters in the summary got replaced with question marks.

Add-on modules

Projects. Linking work orders to projects from the Work Orders module was not feasible — an error appeared when you looked for available projects by their project ID in the overlay for editing the WO. You can assign WOs to projects without a hitch now.