Editing Problem Details and Description
- Uma Srinivasan (Unlicensed)
- Lamont Eddins
- Anastasiya Dashuk (Unlicensed)
- Joseph Yarborough (Unlicensed)
You may edit the details related to the problem, such as category, trade, or asset details, when necessary, or you may edit the description of a problem to add clarity.
- Category: Should you have created a work order in a wrong category, you may move the work order to the appropriate category according to your business rules. For example, you may realize that a work order you placed as Repair may actually be part of a larger capital improvement, and should therefore have the category of Capital.
Trade: You may change the trade in situations when the work order was created with a wrong trade. This will prevent the wrong service provider dispatching to your location. For example, a location user may enter a work order for a leaking roof (which originally pushes the work order to the Roofing trade), but upon further inspection the problem may be a leaking HVAC system (which means the work order should go to the HVAC trade). There is an optional feature when editing the trade of a work order to update the Dashboard selection.
Should you make changes that warrant the dispatch of a different service provider than the originally assigned provider, make sure you reassign the work order to the desired provider.
- Problem Description: You may adjust the problem details such as Area/Problem Type/Asset Type/Problem Code in case the original details do not adequately or appropriately describe the problem or problem area.
Updating the Asset and/or Outcome: You may select an asset from those tied in to the location, or you may modify the desired outcome as Repair or Replace. Note that Physical Area/ Type / Tag / Brand / Model / Serial / Warranty Exp. information is pulled from the Asset Manager module, and you cannot edit this information.
- Resolution: Typically, the service provider enters the resolution using the GPS mobile app; should you receive this information through other means (like an email or phone call from the service provider), you may enter it here.
Editing Area / Problem Type / Asset Type / Problem Code
In situations when the Area needs to be edited along with other details, always change the Area first. The Problem Type, Asset Type, and Problem Code are all dependent on the Area selected. Selecting the Area after selecting the other details may reset all other selections.
For users with multiple dashboards, another dashboard can also be selected, and this may reset all other selections and display another set of Areas, Problem Types, Asset Types, and Problem Codes.
- In the Edit <Work Order #> window, click Edit next to Problem Description. A pop-up appears, with the original problem details and description.
- (For users with multiple dashboards) Select the necessary dashboard from the Dashboard drop-down list. Depending on the dashboard selected, another set of Areas, Problem Types, Asset Types, and Problem Codes appears.
- Modify the Area, Problem Type, Asset Type, Problem Code, as desired.
- (Optional) Modify the Problem Description.
- Edit the answers to any available Additional Troubleshooting Questions.
- Click Save. The Edit <Work Order#> window appears with the updated information, and a confirmation message appears at the top of the screen.
Editing Asset Details/Outcome
- In the Edit <Work Order #> screen, click Edit next to Asset Details. The Select or Update Asset pop-up appears.
- Select the desired outcome next to the desired asset.
- On the bottom of the page, check the Notify Providers of this change box.
- Click Save. The updated asset details/outcome display in the Edit <Work Order #> window, and the service provider receives a notification.