Overrides perform the task of taking over the primary or first-ranked service provider for issues and trades on work orders. An override is used when a created work order is submitted for a location and must be rerouted accordingly to ensure the work is completed by the correct service provider. You can add an unlimited amount of overrides onto a dashboard.

Along side working with Dashboard Administration, you must first complete the following steps:

Create a name for the override with Location Note Header.
Under the Location Notes tab in Locations & Providers Assignment add a value for the override.
Configure in the Issue List.

There are 4 steps to adding an override in the location note header and locations & providers.

⦿ How to Add an Override in Location Note Header and Locations & Providers

Add a Location Note Header in Admin that represents the override name (for example, “Trade Override” or “Warranty Type”).
In the Locations and Provider Assignments module, add the value of the location note.
In the Issue List, add the Override name under the Conditions tab. See Convert Issue List about Conditions Tab.
Configure the Override Tab in Dashboard Administration.

Adding an Override to a Dashboard

You can set up an override for either Business Hours and/or After Hours by using Override Location Hours or by Location Hours take precedence under Admin > Business Hours. Choosing override locations hours sets global business hours while location hours take precedence uses local hours. This is helpful, for example, when you want normal routing of work orders during a location’s store hours; however, during non-business hours work orders are otherwise rerouted to cover facilities needs differently. After Hours override are on days in which your location is not open during regular business hours. This includes holidays where locations are closed or operating on non regular business hours.

⦿ How to Add an Override to a Dashboard

Click Edit Dashboard Settings from the hamburger menu.
Next to Current Dashboard, confirm that the correct Dashboard is selected.
1. To apply changes to a different Dashboard, select the desired one from the drop-down menu, and then click Switch.
Click the Override tab.
Next to Choose, select Add New.
In the Name text field, enter the override name exactly as it is entered in the location note header.
Under Business Hours and/or After Hours, set up the following:
1. Select an appropriate Category, as configured under Admin > WO Categories, for example, Capital or Repair.
2. Next to Fixed Rank, select the ranking of the provider who would receive the work order when this Override is active.
3. Enter an NTE amount to change the not-to-exceed amount on the work order, or click N/A when the NTE should not change.
4. Indicate the appropriate Fixed Priority, as configured under Admin > WO Priorities, for example, 48 Hours.
5. Select a Fixed Status, predetermined from your Admin settings, that will always be associated with this override.
6. Enter a Note if you wish to see a note show up that will override any note the user puts in at the time of work order creation.

Modifying Overrides Associated with a Dashboard

You can modify overrides at any time. When you modify, be careful when making changes as your workflow can be distracted. When an override is modified, it changes how a work order is reassigned and taken over by the selected service provider.

⦿ How to Modify an Override

Important

You cannot modify the name of the override without also changing the same name under the Location Note, the value in Locations and Providers, and the Conditions Tab on the Issue List.

Navigate to Edit Dashboard Settings > Dashboard Settings.
1. To apply changes to a different Dashboard, select the desired one from the drop-down menu, and then click Switch.
Under Business Hours and/or After Hours, change the Category, Fixed Rank, NTE, and/or Fixed Priority, as needed. Your changes automatically save as you make them.
Click the Edit button to save the changes.

Deleting Overrides Associated with a Dashboard

When removing an override from this tab, you also want to remove it from the Location Note Headers, the Location Note, and the Issue List.

⦿ How to Delete an Override

Navigate to Edit Dashboard Settings > Dashboard Settings.
1. To apply changes to a different Dashboard, select the desired one from the drop-down menu, and then click Switch.
Next to Choose, select the desired Override to remove.
On the bottom right, click Remove. You will see a confirmation on the top of the page that the override was removed.

In this Article

Related Articles

Page:

About Service Automation Dashboard 2.0
Page:

About the Work Order Summary in Dashboard 2.0
Page:

About Work Order Statuses in Dashboard 2.0
Page:

Adding Location-Based Events to a Cloud Calendar
Page:

Answering Interactive Troubleshooting Questions and Messages in Dashboard 2.0
Page:

Approving, Disputing, and Rejecting Invoices in Dashboard 2.0
Page:

Areas Tab
Page:

Assigning Providers from the Locations List

Browser not supported