Jul 24, 2024 | Service Automation and Provider Automation RNs

Core modules

Admin. From now on, When a provider checks into a WO containing a checklist with one or more answer required or upload picture required check-in segment questions, the checklist must be completed prior to check in process. Also, it is now possible to complete checklists via Provider Automation. When providers edit a work order, they can add or edit checklist and checklist responses for check-ins and labor records.

Admin. When creating or modifying a checklist, you can add an external link to the Acknowledge type of questions. The link becomes associated with the checklist as an activity during check-in and/or check-out segment questions.

Asset Manager. Providers can now move assets between locations using the ServiceChannel Provider app. A technician can search assets from other locations via the Scan or Validate button on the Work Order Asset screen to add an asset on a work order as validated. The asset location also will be updated. 📞Contact your Customer Success Manager to enable the feature.

Asset Manager. The Accruent Observe integration has been implemented into ServiceAutomation. It helps manage locations and asset data more efficiently. The crucial aspect entails the automatic generation of work orders. When an alarm is triggered in Observe, a service request is automatically created in ServiceAutomation, associated with the asset and location, and dispatched to a service provider. Learn more about the Accruent Observe integration here.

Compliance Manager. On the redesigned Compliance Manager page, the Provider Review column has been added on the Compliance Overview table. Here, you can sets up provider reviews schedules.

Compliance Manager. When your invitation to a new provider is declined or expired, you can now see suggestions for equivalent providers. On the Invite Details page, the Similar Providers button will now appear for invitations in the Declined and Expired statuses. Click it and you’ll be redirected to the Search Results page with a pre-filtered list of qualified alternate providers.

Compliance Manager. You can now quick ranking your new providers. We’ve added the Rank Providers button to the success Selected Invite(s) Accept Results pop-up when you accept provider’s invitation (single or bulk action). Check this ServiceChannel University article to learn how to rank the newly accepted provider.

Dashboard. The ability to automatically add location attachments to a work order via issue lists is now available. To do that, insert the Attachment Name column after the Equipment Entry column of the MS Excel issue list template. Select attachments from the Attachments tab on the Location page in the Locations & Provider Assignments and add them to the Attachment Name column next to the desired problem group/code. The updated issue list should be uploaded to the dashboard. When a work order is created for the issue list combo that includes attachments, the attachments will be automatically added to the work order. Confirm that the Allow View Attachments option is enabled on the Report tab of the dashboard settings.

Locations & Provider Assignments. On the location details page in Locations & Provider Assignments, the Landlord tab will be added. Here you can view landlord responsibility records. To add / update records, you need the Location Admin secondary role enabled. 📞Contact your Customer Success Manager to enable the feature.

Locations & Provider Assignments. We’ve slightly improved the Provider Assignment Waitlist section in Locations and Provider Assignments. For more details, read Using Provider Quick Assign to Manage Provider Assignments and Ranks.

Locations & Provider Assignments. You can apply labels to the provider assignment slots located on the Provider Assignments page. We’ve added the Reserved Ranks hyperlink in the top right corner of the Location and Provider Assignments page. Click it to open the Reserved Ranks Manager modal. Here, you can set up the rank(s) + label combo selecting desired options in the drop-down.

MLP. We’ve added the MLP Configuration section on the Admin - Proposal page. Here, you can configure levels and rules on web insead of MS excel template. You can continue to use the template process if preferred.

Planned Maintenace Manager. We’ve added the ability to create a compliance PM service. The Compliance PM Manger secondary role has been added on the Permissions tab of a user profile. It allows you to add compliance PM services and update compliance details on work orders. Read more on how to make a PM service compliant here. 📞Contact your Customer Success Manager to enable the feature.

Planned Maintenance Manager. The Planned Maintenance 2.0 is here! The redesigned version of Planned Maintenance gives you a more straightforward and intuitive experience.

Proposals. We’ve added the Reason column on the Rewiew Related Proposals overlay. When a proposal is in the Rejected status, the reason for the rejected proposal will be prepopulated. The rejection reason will be non-editable. The most recent rejection reason will be displayed if multiple rejection reasons are selected.

Provider Directory. Declining an invitation, US-based providers will now be advised to update their provider profiles to get only those invitations that best match their coverage and trades. When the provider declines an invitation either from email or Provider Automation and specifies the invitation decline reason as​ Requested trade not serviced and/or Requested locations not within coverage area​, the Update Coverage overlay will appear, suggesting an opportunity to refine and enhance the coverage for greater accuracy. The provider can click Update Coverage to make changes or Cancel to decline the invitation without any changes.

Providers Search. To help you choose the new providers for the private network via Provider Search, you’ll now see the provider badges that tell which characteristics make a provider a more relevant search result. The badges will be available on the provider cards on the Search Result page. Hover-over the badge and click View More to see the What Are Badges? pop-up with badges descriptions.

Add-on modules

Refrigerant Tracking Manager. From now on, work orders can be generated with the primary trade of HVAC or Refrigeration with no refrigerant asset attached. When the technician check out from the HVAC or Refrigeration work order and no refrigerated asset added to the WO, the technician won’t be asked Did you use refrigerant? and the status of work order will be set to Completed/Pending Confirmation.📞Contact your Customer Success Manager to enable the feature.

Refrigerant Tracking Manager. You can be sure that only certified technicians service refrigerated work orders. When a technician performs any actions with a refrigerated work order in the SC Provider app, such as checking in or changing the work order status, the app verifies whether the technician is certified to service refrigerated assets or HVAC equipment and prompts the technician to upload a certificate to proceed. Technicians can upload, edit, and remove their certificates in the Certifications & Licenses section on the Edit Profile screen in the SC Provider app. Provider users can manage certificates in the Certifications section on the user profile page in the User Management section of Provider Automation. 📞Contact your Customer Success Manager to enable the feature.

Refrigerant Tracking Manager. We’ve improved refrigerant leak management. Providers should answer whether they detected any leaks and specify leak details while working on refrigerated work orders. For the planned maintenance work orders created as a part of a leak inspection, the Leak Verification screen in the SC Provider app or the Leak Verification Methods modal in Provider Automation will prompt providers to specify the used leak verification methods and acknowledge the completion of work in compliance with your requirements. You can set the compliance message on the Admin - Refrigerant Tracking page. In addition, we’ve updated the leak events report on the Refrigerant Leak Events page in Asset Manager, which allows viewing multiple leak records for a specific leak event. 📞Contact your Customer Success Manager to enable the following functionality.

Refrigerant Tracking Manager. You can enforce a time delay between initial verification and secondary verification on a leak event. The Delayed Secondary Verification section has been added on the Admin - Refrigerant Tracking page. Here, you can set secondary verification delay time for commercial refrigeration, HVAC, industrial refrigeration and other types. The secondary verification date shouldn’t be less than initial verification date + delay time. 📞Contact your Customer Success Manager to enable the feature.

Core modules

Add-on modules

Enhanced Inventory Manager. On the Inventory > Locations page, after you applied filters and tried to download the filtered MS Excel location report, all locations were included in the report instead. We've taken care of this issue.