Features and improvements

Core modules

Admin. The location notes can be displayed now on work orders, invoices, and proposals in the list view under the location address. You can select up to 2 LNHs for each of the following lists on the Location Note Headers page in the Admin module: work orders, invoices, and proposals lists.

Admin. We’ve added the ability to add new users in bulk through uploading a bulk user MS Excel template. The Add bulk users option was added in the Add User(s) dropdown list under the Users tab in the Admin module. Head to ServiceChannel University for more details.

Admin. When you create and update work orders or work with invoices, additional approval codes (AAC) can now be selected from the dropdown list instead of manually entering them. To do that, select the Dropdown List option upon adding additional approval codes in the Admin > Accounting.

Asset Manager. Now asset types can be grouped into categories. Having asset categories helps you and your providers find the right asset and create a service request faster. Also, resolution and root causes codes will be grouped into categories. Thus, when technicians check out, they will be able to first select the asset category and then specify resolution and root cause codes based on the selected asset category.

Asset Manager. You can filter assets by location notes from now on. Just select the required location note header in the Location Notes dropdown and then manually enter the corresponding location note upon filtering on the Manage Assets page.

CIWO. Now providers can create work orders in the In Progress / Dispatch Confirmed status via the Contractor-Initiated Work Order (CIWO) experience in the SC Provider mobile app. You can select trades for which providers will create work orders this way. 📞Contact your Customer Success Manager to enable the feature.

Compliance Manager. Give the redesigned Compliance Manager page a try! The new look and feel are modern and intuitive, so you can easily navigate through your network and identify what action to take next. For more details, please check our ServiceChannel University article.

Dashboard. In Dashboard 2.0, now you can quickly download the issue list associated with a specific dashboard from the Convert Issue List page in the Dashboards section instead of searching for the required issue list in the Issue Lists section.

Invoices. The Rejected Date column was added to the Invoice, Line Item, and Tax MS Excel reports. This column will display information about the invoice rejected date.

Invoices. The Invoices module was added to the SC Mobile app. The module offers the following functionality:

Searching for invoices by invoice number
Filtering invoices
Viewing invoice details, attachments, and linked work orders
Taking action on invoices: approve, reject, put on hold, and return

Check this ServiceChannel University article to learn more about this module.

Locations & Provider Assignments. On the Locations & Provider Assignments page, you can now search for locations by pasting multiple location IDs in the Choose Location ID search field.

Proposals. When you take action on a proposal, you can now add, update, or delete labels. The label appears in the work order and proposal list view. Click the label to see all WOs with this label.

Provider Directory. The Actionable Landing Page (ALP) for US-based providers became more convenient as we added expandable sections to each metric. The total count of work orders in various statuses gets broken down into separate groups, providing more detailed information. Also, the ALP displays profile status, compliance breakdown by subscribers’ requirements, and others. Head to ServiceChannel University for more details.

Provider Search. The chat feature is now on providers’ profile cards available in Provider Search. Click Message to communicate with providers via platform without phone number setup. Providers will receive an email notification about the new message. If the phone number is set up, providers will get an SMS message.

Provider Search. We've added new sorting and filtering options to the Provider Search page. We know you want more details. Here they are:

Under the sort functionality: Speed Score, Quality Score, Industry Match, and Trade Focused.
Under the filter functionality: Diverse Business, Self-Performer, and Coverage Scale.

Check this ServiceChannel University article or watch the video to learn more about these options.

SC Mobile. Do you want to manage your WO alerts 🔔 more efficiently and receive only the ones you need based on the WO status? The Only for Completed WOs toggle is now available under the Contractors Check-Outs section in the Alerts module. You can choose the option to receive push notifications or/and emails only when providers check out of WOs selecting a Completed status.

SC Mobile. You can view closed locations and create WOs for them in the SC Mobile app without waiting until you’ll be back at the office and get back to the web version. For this type of location, the label Closed will be shown. 📞Contact your Customer Success Manager to enable the feature.

Site Planning Manager. From now on, when you're creating a work order from the Site Audit module in ServiceChannel Mobile app, the year will be displayed upon choosing the scheduled date on the work order details page. Also, the year will be displayed in the Scheduled Date field on the work order summary screen.

Work Orders. In the work order map view, you can filter locations with a certain number of work orders. Select one of the following options in the Work Order Count filter:

Show All: All locations and their work order count are displayed
1+ Work Orders: Locations with 1 or more work orders are displayed
0 Work Orders: Locations with exactly zero work orders are displayed

Also, you can search for work orders by pasting multiple location IDs on the ALP page or the work orders list page. Up to 600 location IDs can be pasted. The filtered location IDs stay when you switch between the work order list view and the map view.

Work Orders. Now checklists display as attachments under the Attachments & Notes tab on the work order detailed view in Service Automation if checklists were added via the SC Provider mobile app.

Work Orders. Upon editing a work order from the WOs list or the WO details page, now you will have the ability to view who else is editing a work order at the same time. Click the View Details button to see the name of those who are editing this work order now. Also, when someone finishes editing a work order, and you are still working on it, you will see a notification offering you to reload the page.

Add-on modules

Refrigerant Tracking Manager. The Generate Leak Record checkbox was added under the Plan Type section on the Create Retrofit/Retire Plan modal. When you select this checkbox upon adding a retirement plan, the amount of removed refrigerant will be checked automatically. Depending on this amount, a leak record can be generated.

Refrigerant Tracking Manager. We've added the ability to view the detailed refrigerant charge history information and download it as an MS Excel report. The Charge History tab was added on the Refrigerant Leak Events page in the Assets (Equipment) module. Learn more about the charge history reports in ServiceChannel University.

ServiceNow. To be more precise, when you submit a new work order, the pop-up message about a work order creation appears.

Bug fixes

Core modules

Dashboard. In Dashboard 2.0, the Mask Phone option under the Note tab in dashboard settings didn't hide phone numbers on the Work Order Summary page. Now it runs on wheels.

Invoices. When you tried to print more than 200 invoices and select the Invoices Only print option, the page stuck on loading, and there was no way to move on. Now you are able to print more than 200 invoices without a hitch.

Work Orders. In the Work Order Assignment section of Provider Automation as well as in the SC Provider mobile app, work orders reassigned to external providers were not removed from technicians' WO assignment list, which was misleading. Reassigned WOs no longer appear there.

Add-on modules

No bugs for add-on modules.

Share your feedback on SC release notes.

Oct 27, 2022 | Service Automation and Provider Automation RNs