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.

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.
Problem Group: Problem to associate with the work order.
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.
Problem Code: Problem code indicates the problem. Enter a brief, but clear problem description.
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.
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.
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.
Label: Configure the corresponding line item to automatically attach a Label/multiple labels to each work order assigned to that issue, as indicated in the configuration.

You can add an unlimited amount of labels. However, adding too many labels to a work order will muddy your data. Only add what is necessary.
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.
AttachmentRequired: Enter ‘Required’ to prompt users to upload attachments when submitting work orders. Or "optional" if you want this to not be required.
Equipment Entry: Specify whether selecting an asset while creating a work order is either Optional or Required. When left blank, similar to the optional, you can add an asset or skip this step when creating a work order.
Equipment ID: Enter Primary Trade so during work order creation, all assets that have the same primary trade that is listed in the Trade column for this issue will populate. Alternatively, enter Trades and all assets that have the same trade listed as the primary or additional trade will populate as asset choices to choose when creating a work order.
Ex: The hot water heater has primary trade listed in the Equipment ID. The primary trade listed is Electrical. So all assets that have Electrical as the primary trade will populate.
If we choose Trades, any assets that have Electrical listed as primary or additional trade will populate.
Attachment Name: Adding attachment names here will automatically attach location note documents when a work order is created. Add up to three attachment names separated by a semi-colon. These document names must match the exact name in the location attachments.
Ex:
Troubleshooting: Specify the troubleshooting text for each work order.
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.
Message: Enter the optional help message work orders. The key difference between Troubleshooting and Message is the following:

Troubleshooting: Provides details on what information is expected from the person who submits a work order.
Message: Provides feedback or instructions on what can be done next once the work order is submitted.

c1-c12: Specify the name of the Dashboard Override to be applied if the Condition is true. It must be spelled exactly the same as what is written on the Override Tab.

Areas Tab

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

After establishing the Id and the areas, you will add the areas columns on the issues tab. Columns should be added to the left of Problem Group and will be named using the Id.

Conditions Tab

Conditions support the use of Override s on a work order. Those are added in the conditions tab.

Id: Each specific condition will require an Id. The process of creating an Id will be c1, c2, c3, and must begin with a lowercase “c”.
Name: Override Type. This name is specified in the Location Note Header and must be spelled the same.
Operator: When blank, the value must match the location note header to trigger the override. Use “>” or “<“ for values less than or greater than the data in the Location Note Header to trigger the override.
Value: The actual value in the Location Note Header.

TODAY

You can also use “TODAY” as the value. This is especially helpful if you are using the Operators.

On the Issues tab, in the c1-c12 column, you will add the Name of the condition for that issue in the corresponding column in order for the override to go into effect. Ex: For a Facility Override, you would find column c2 and scroll down to the issues the override should be applied to and type in Facility Override in those cells.

Fields Tab

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

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.
Problem Group: Specify the problem group which the data entry field is displayed for.
Equipment: Specify the equipment piece which the data entry field is displayed for. To ensure every work order related to that equipment is attached to a work order, type in "required" under the Equipment column for that line item.
Problem Code: Specify the problem code which the data entry field is displayed for.
Id: Specify ID of the data entry field.
Type: Specify the kind of data entry field to use: select, textbox, label, or stop.
Allow: Enter ‘All’ for alphanumeric data entry, or use "numbers" to only allow numbers in the field, or "text" to only allow text/letters.
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
10. Status Overrides
Link to Media File: Provide a URL where a media file that can help the user troubleshoot the problem can be found.
Required: Enter ‘TRUE’ to force Dashboard users to answer.
Error: Specify the error message displayed upon the failed validation of the data entry field.
Helptip: Specify the field placeholder for the field
Min: Specify the minimum value for the field.
Max: Specify the maximum value for the field.
Exclude: Leave it blank, by default.
Step: Specify the value step for the field.
For: Leave it blank.
Expected Value: Specify the expected value for the data entry field or leave it blank, by default.

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Areas Tab

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