Schedule/Deny Requests

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How does a technician submit a schedule request?

Where can I find the schedule requests in HQ, update the status and the assigned to?

How do I update the request statuses and/or the assigned to person to multiple schedule requests?

Reschedule/Deny Work

When a technician is out in the field to complete a PM or a Service work order and upon arrival is told by the customer that they cannot work on the respective equipment or the customer denies the work, the technician can submit a Reschedule/Deny Request via the Service app.  While in the work order details, go into the side menu and select Reschedule/Deny. Click here to learn how to submit a Schedule Request within Service.

• If the customer denies the work, press [Deny].
• If the customer needs to reschedule, press [Reschedule].

Schedule Requests/Status in HQ

Schedule Requests includes a Status column that indicates the current status of the request, specifying whether the request is Pending, In Process, Customer Approval Needed, Completed, Denied, or Canceled. As well as an Assigned To column to allow the back-office to take ownership of the request.

If you do not see the Status or Assigned To columns, click the Manage Columns icon at the top, right corner and check the box next to Status and/or Assigned To. To reorder the columns, click and drag the Manage Column icon to the respective order. Columns listed from top to bottom will display left to right in the table (list view).

To edit the status of a request, click the ID Number or click the three vertical dots and select Details.

Click the pencil icon next to Status, select the respective status and then click [Save].

Multiple Update Status and/or Assigned Users

To update the status and/or the assigned user on multiple requests at once, follow the steps below:

1. In HQ, within Service>Schedule Requests, click the box icon in the top right corner

2. The Schedule Requests displayed will then have a box to the left of each request. Simply select all the requests you'd like to update the status and/or assigned to by clicking on the corresponding box for each request and then select Update Status and/or Change Assigned To.

3. When selecting Update Status, choose from the list of options within the dropdown menu and click Save. When selecting Change Assigned To, you can either assign to yourself by selecting Assign to Me and clicking Save or select a User within the dropdown menu and click Save or Unassign.

TIP: If All status' are to be updated, click on the box at the very top of the request list. This will select ALL requests. Click and choose Update Status and/or Change Assigned To and repeat the above steps, click Save.

Once the schedule has been submitted the back-office can find these in Service/Schedule Requests.

Comments

Who do you want to Notify?

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(A) Specific Users, the elected users will be notified of this comment, regardless of notification settings.  NOTE: By default, the technician who submitted the request will be selected.

(B) User Groups, the selected user group(s) will be notified of this comment, if they are signed up for notifications.

(C) If No One is selected, the comment is added without notifying anyone, including the technician.