Manage Service Notes and Issues (Web)

Overview

The Service Notes / Issues page has two tabs, Service Notes and Issues, where you can review, filter, sort, and update tech-reported notes and issues.

Access service notes and issues

1. From the left navigation menu, click Service Notes / Issues.
2. By default, the Service Notes / Issues page displays the Service Notes tab. To view issues, click the Issues tab.

Filter and sort service notes

1. Use the available filters to narrow your view:

   • Date range - limit notes to a specific date range.
   • Status - filter by status: open or resolved.
   • Service type - filter by service type: work orders, routine service, or all.
   • Tech - filter by tech, or view notes from all techs.
   • Customer - filter by customer and service location.
2. To sort the list, click any column header. Click the column header again to reverse the sort order.

View and update a service note

From the Service Note window:

1. Click the view icon next to the note's status to open the Service Note window.
2. From the Service Note window, you can:
   1. Review the full note and whether the note was submitted as a standard note or flagged as an alert
   2. Update the alert status by selecting or clearing the Note is Alert box.
   3. Mark the note as resolved by selecting or clearing the Service note resolved box.
3. Click the Save button to confirm your changes.

From the action menu:

1. Click the action menu icon next to the note.
2. Click one of the following options:
   • View - opens Service Note window.
   • Mark as resolved/Mark as open - resolves or reopens the note in one click.
   • Delete - permanently removes the note.

Filter and sort issues

1. Use the available filters to narrow your view:
   • Date range - limit issues to a specific date range.
   • Status - filter by status: open or resolved.
   • Service type - filter by service type: work orders, routine service, or all.
   • Issues - select a specific issue type, such as Bad Weather or No Power.
   • Tech - filter by tech, or view issues from all techs.
   • Customer - filter by customer and service location.
2. To sort the list, click any column header. Click the column header again to reverse the sort order.

View and update an issue

From the Issue window:

1. Click the view icon next to the issue's status to open the Issue window.
2. From the Issue window, you can:
   1. Review the issue details.
   2. Change the issue type.
   3. Work with issue photos.  The Photo section allows you to edit photo captions as well as add, download, view, or delete photos.
   4. Add or update an office note.
   5. Mark the issue as resolved, by checking the Issue resolved box.
3. Click the Save button to confirm your changes.

From the action menu:

1. Click the action menu icon next to the issue's view icon.
2. Click one of the following options:
   • View - opens Issue window.
   • Mark as resolved/Mark as open - resolves or reopens the issue in one click.
   • Delete - permanently removes the issue.