The 3 C's: Complaint, Cause, Correction
This guide shows you how to manage work order comment types in HQ, including the 3 C's (Complaint, Cause, and Correction), and how to make comment types required on a specific work order type.
Click the appropriate link to jump to a section:
- What are the 3 C's?
- Manage Work Order Comment Types
- Make Comment Types Required on a Work Order Type
- Permissions
What are the 3 C's?
The 3 C's are a standard way to document a repair. Each one is its own comment type on the work order:
| Comment Type | What the technician records |
|---|---|
| Complaint | The problem the customer reported |
| Cause | What caused the problem |
| Correction | What was done to fix it |
The 3 C's work alongside the other work order comment types: Work Performed, Private, and Internal. All six comment types are available to every company in HQ.
Manage Work Order Comment Types
The Work Order Comment Types page controls how each comment type behaves across all of your work orders.
1. Open the Work Order Comment Types page
Go to The Menu > Service > Work Order Comment Types.
You'll see a table listing each comment type with its Company Reference, Active, Minimum Length, Show to Customer, and Sort Order settings.
2. Edit a comment type
Click the 3 dots to the right of the comment type, then select Edit.
3. Update the settings
| Setting | What it does |
|---|---|
| Company Reference | The comment type's code in your business system. This is usually set with help from Tinnacity. (Not currently integrated) |
| Minimum Length | The minimum number of characters that must be entered for this comment type. |
| Show to Customer | When turned on, comments of this type are visible to the customer. When turned off, they stay internal to your team. |
| Sort Order | Sets the order comment types appear in. Lower numbers appear first on customer documents. |
4. Save your changes
Click [Save]. Your changes apply to work orders that use this comment type.
NOTE:
- The comment type Name can't be changed.
- Only Tinnacity can make a comment type inactive. If you'd like a comment type turned off for your company, contact Tinnacity Support at help@tinnacity.com.
- The Internal comment type can't be edited.
Make Comment Types Required on a Work Order Type
Each work order type has its own Work Order Comment Types section. This is where you decide which comment types are required on that type of work order. For example, you might require Complaint, Cause, and Correction on Service work orders but not on Maintenance work orders.
1. Open the work order type
Go to The Menu > Service > Work Order Types, then click the name of the work order type you want to set up.
2. Find the Work Order Comment Types section with in the work order type details screen
In the Work Order Comment Types section. It lists each comment type with its current setting.
3. Choose a setting for each comment type
Click the button next to a comment type (for example, Required) and pick a setting:
| Setting | What it means |
|---|---|
| Required | Technicians can't complete the work order, and customers can't sign it in the Customer Portal, until a comment of this type is added. |
| Optional | Comments of this type can be added but aren't required. |
| Hidden | Nobody can add this type of comment. |
- Confirm the change by clicking [Save].
Which settings are available depends on the comment type:
| Comment Type | Available settings |
|---|---|
| Complaint, Cause, Correction | Required, Optional, Hidden |
| Work Performed | Required, Optional |
| Private | Always Optional (can't be changed) |
TIP: You change these settings directly on the work order type's detail page. They aren't on the work order type's Edit screen.
Permissions
Access to the Work Order Comment Types page is controlled by role permissions.
1. Open the role (For those who have access to Roles)
Go to The Menu > Workforce > Roles, then click the role you want to update.
2. Set the Work Order Comment Types permissions
Under Permissions, find Work Order Comment Types and set the permissions for that role.
Related Articles
- Work Order Types
- Work Performed Comments
- Private Comment
- Work Order Details-HQ