WORKFLOW
Sourcing (SRC) Stage: Auto Dispatch(AD) step
o Changed the statuses under the AutoDispatch (AD) step to the following:
- NotStarted (white)
- Started/Running(yellow)
- Completed/Successful(green)
- Failed (red)
- Terminated (grey)
o Automated the Auto Dispatch (AD) step to the following:
- When Auto Dispatch(AD) is marked as Started/Running (yellow), that will automatically turn Assigned (S) (yellow - Sourcing)
- When Auto Dispatch(AD) is marked as Completed/Successful (green), that will automatically turn Assigned (S) (green - Assigned)
- When Auto Dispatch(AD) has failed (red), that will automatically turn Assigned (S) (red - HasIssue)
- Once a work order has been manually assigned, leave Auto Dispatch (AD) in red for reporting purposes to see if there is a trend of unsuccessful auto-dispatching for a particular SLA, template, or project
Receive (RCV)Stage: Receive (R) and Accepted (A) steps
Before After
o Removed the Received (R) step
o Kept Accepted (A)
- When receiving a work order, the (A) step turns yellow (in progress)
- When acknowledged(done automatically by system, sends acknowledgement email to client)
- When completed,(A) step turns green
JOB TRACKER
Added “Device Name” and “Device SN” on Job Tracker
o These columns are filterable/searchable(with auto-hint feature) and sortable
(Note:This feature was requested by Midcom)
NOTIFICATIONS
Eliminated internal schedule changes in the notifications bell. When our internal team bulk-rescheduled multiple tickets, we used to receive many notifications about that. This issue has been fixed
SLA CODES AND BILLING RATES
Notification emails for new or existing Billing Rates have been improved to show the requestor's name, customer’s name
When an SLA Code or a Billing Rate is sent to an admin, and they edit it before approving it, the requestor will receive an email stating the changes made by the admin
SLA CARD
Under the work order’s SLA card, the SLA Code and Billing Code details page have been linked so that the user can simply click on them and go to the SLA/Billing Codepage
Before
After
INVOICE TAB
Dispatchers and Dispatch Admins can view the“Invoice” tab but they cannot edit it
Billing Admins and Admins can edit anything on that Invoice tab
LOCATIONS
Added Location Tag, Contacts Name/Phone, and Support Name/Phone on the “Locations” details page
DISPATCHING UPDATES
Important Note: Please remember to review the “PROJECT NOW |WORKFLOW UPGRADES” file
Orderteam selection will be done on the customer level
The RC online/offline status will be shown as a colored dot next to their names(Online = green, Offline = Red). This will appear on the order list, order details page, Job tracker, Bill tracker, Source Tracker, Dispatcher user list, and dispatcher user details pages. This dot will also be available in Owner, Working on it columns on all trackers
Tickets will get allocated to whoever is logged in for each specific team (only 25 tickets max per day). If the stack is full, tickets will go to the team lead(as owner and working on it), and they can manually make an allocation to Special Ops or someone else using the bulk update feature Work order notifications will go to Team “Lead”, “Owner” and “Working on It” users. Those notifications will be treated like a shared inbox where a notification will be cleared for assigned users whenever one of them opens a notification. For example: If a "Working on it" user opened a work order notification from the notifications list, then that notification will get cleared for them as well as the assigned Owner and Team Lead
Alltracker pages will have a dispatcher filter next to layouts. This will filter the Job Tracker to show only orders where a dispatcher is an"owner" and/or "Working on it". In the future, this will become the default Job Tracker view for every dispatcher
Order auto-selection based on technician profile. This is done from back-end only and will not be implemented until auto dispatch has been completed. Dispatchers will not notice any changes from this feature yet
Bugs
§ Fixed an issue where we were not able to change the"Stage" within templates
§ Fixed an issue with Advanced Search not working. When searching using a tech’s name for example, it was not yielding any results
§ Fixed an issue with the quick search field not showing more than 5 results in the dropdown menu. The current behavior is that when the dropdown list shows matches of more than 5 orders, the user can click on “More+” to load results and be taken to a list of work orders matching the search
o The dev team is working on showing a matching work order ID at the top of the results by default on this dropdown menu
§ Fixed an issue with tech task not fully syncing with marketplaces OR when they were synced, the TC step remained yellow even after all tech tasks have been completed
§ Fixed an issue with FN publishing work orders as the “ServiceType” was not populating on FN
§ Some technician tasks, such as "Enter Closeout Notes", will move to another section after publishing to FN. This is happening because FN will always prioritize their sequence and we cannot modify it. that's why tasks get re-shuffled. The best way to do this is to have a template on FN that matches the template on Tekumo
If a FN template has only the four basic tech tasks, while the Tekumo template has many more, then FN will prioritize their tasks to remain on top of each section (Prep, On-Site, and Post), then post the TEK tasks below them
FN Template 
Note: The tasks in blue (left image) are the common ones that were on the FN template. After publishing to FN (right image), tech tasks got reshuffled
§ Fixed an issue with some templates where the RC team saw a name they don't recognize for "Project Manager" under template 28640. When trying to edit that card, that field disappeared. Also made sure the input and output fields now match
§ Fixed an issue with Location Tags being associated with the wrong location/customer
§ Fixed an issue with templates having duplicate Internal Tasks that could not be deleted. The dev team has added a delete button next to the edit icon
