Case 7.250--March 3, 2022

This release focuses on issue fixes and improving usability for Service Providers and Fleet Users.  

Fixes

• “Complaint” field does not display text if “carriage return” is used one or more times
  
• Changes to support Power Generation Assets

Enhancements

• Technician Stories field added
• Complaint, Cause, and Correction field changes
• Automatic Creation of Calendar Events from Accepted Service Requests
• Date Range option will snap to 1 year from initial selected date; maximum one year range allowed

Fixes

“Complaint” field does not display text if “carriage return” is used one or more times

Previously when you used the intake form to capture Complaint, you may have experienced issues with the text displaying in the same field on the Case Info (VMRS) tab when using carriage returns (pressing Enter/Return) to create separate lines of text. It has been resolved and now the text added will display as originally entered. 

Changes to support Power Generation Assets

Until now, Service Providers had trouble locating the fields that were mandatory in the Asset Form when creating an asset of the Refrigeration type. We have resolved this concern, and they will have the ability to add Power Generation assets to a non registered customer, fixing the issues encountered on the Refrigeration unit.

Enhancements

Technician Stories field added

For this release, we made it easy for Technicians to add notes, at the Operation level, to explain the steps they took to diagnose and repair an asset. This TECHNICIAN STORIES field is added to the Edit Operations page, below the Price Info section. Once added, notes are not editable and are time/date stamped. However, technicians may add as many notes as necessary in the Technician Stories section. These notes are only viewable by the Service Location, not the customer or outside party.

In addition to this new section, we added a SELECT TECH STORIES button to the Correction field which allows Service Advisors, Service Managers, and General Managers to auto-populate the Correction field with the Technician Stories, then edit them as needed for customer viewing.

This feature can be ENABLED or DISABLED by the Admin. Detailed information is available in the Help Center article here.

Complaint, Cause, and Correction field changes

As part of our efforts to streamline workflow and avoid confusion, we changed some of the locations for adding Complaint, Cause, and Correction information. These “3 Cs” were always available for entry at both the Case Level and Operation Level, but some found this to be non-intuitive. Since the Complaint section is filled in at the beginning of a case, it is more of a Case Level type data point. Additional Complaint text can be added at the Operation Level as supplemental information. Cause and Correction are more Operation Level data points, so they are no longer available for entry at the Case level.

This feature can be ENABLED or DISABLED by the Admin. Detailed information is available in the Help Center article here.

Automatic Creation of Calendar Events from Accepted Service Requests

Until now, Service Request contained specific information about the fleet ETR (Estimated Time for Repair), and desired appointment time. When the Service Provider accepted the service request with the ETR, the system automatically generated the case but did not schedule an appointment.

We have improved this process so now, when a service request is accepted by a Service Provider, the system automatically creates a Calendar Event for a specific date and time, allowing the Provider to better plan for the work ahead.

Date Range option will snap to 1 year from initial selected date; maximum one year range allowed

Previously, the 'Between' date range option for All Cases, My Cases, Watching Cases, Service Requests, and Group Cases tabs allowed users to select any date range. This action meant that the screen tried to load hundreds or thousands of cases at time, creating an enormous load on the system. 

For this reason, we made the decision to modify the option of date range and limit it to a maximum of one year. Therefore, when you select the first date for the 'Between' setting, the second date will default to a maximum of one year out. Additionally, for any user with a set date range that extends past one year, the system will automatically adjust to one year from the end date that the user has selected.

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