We've long struggled with the drive and work timers not being more automated in the way they operate. The new Guided Workflow introduced in v47 seems to resolve some of the issues by enforcing their use, but creates other problems by introducing garbage data when one simply needs to review the ticket details or reschedule the ticket while not-on-site.
As the workflow acts now timers are started and stopped just to be able to review the ticket details. Additionally we'd like to be able to reschedule the ticket - including filling out the reschedule form and choosing appropriate delay-related close codes, without timer data being captured.
Put simply, we'd like to exclusively collect drive time and legitimate on-site work time data, without the inclusion of garbage drive/work timer data, in order to review or record the rescheduling of a ticket.
1 Votes
3 Comments
Sorted by
S
Stuthi HegdeIrth
about 23 hours ago
Understood, thank you for the detailed explanation! The additional context is very helpful.
Thanks,
Stuthi
0 Votes
T
Tim Myrick
1 day ago
Hi Stuthi, thanks for your review of my request. Regarding the ticket details, I'm looking for a number of pieces of information to review and determine scope. I don't think it's reasonable that the overview grid have every field added so one has access to all of the necessary fields to get such information, including the voluminous instructions from the ticket on the grid.
Additionally, my company has workflow customizations in place that define how the reschedule form is filled out, which can not be triggered from the grid. The same customizations also prevent field locators from bulk completing tickets from the grid, so there's no way they can even apply delay-related close codes to the ticket via a grid.
I would expect that you're correct in that for a vanilla user of the new interface with no customizations applied, a reschedule and close codes being applied may well work from the grid, but not in every case. Certainly not in our case.
Thanks
0 Votes
S
Stuthi HegdeIrth
1 day ago
Hi Tim,
Thanks for your feedback on this new feature! We will take this into account for future iterations and improvements of the Guided Arrival Workflow feature.
In the meantime, please note that you currently can view ticket details and reschedule a ticket from the ticket grid without opening the ticket, which allows you to perform these actions without starting any timers.
We've long struggled with the drive and work timers not being more automated in the way they operate. The new Guided Workflow introduced in v47 seems to resolve some of the issues by enforcing their use, but creates other problems by introducing garbage data when one simply needs to review the ticket details or reschedule the ticket while not-on-site.
As the workflow acts now timers are started and stopped just to be able to review the ticket details. Additionally we'd like to be able to reschedule the ticket - including filling out the reschedule form and choosing appropriate delay-related close codes, without timer data being captured.
Put simply, we'd like to exclusively collect drive time and legitimate on-site work time data, without the inclusion of garbage drive/work timer data, in order to review or record the rescheduling of a ticket.
1 Votes
3 Comments
Stuthi Hegde Irth about 23 hours ago
Understood, thank you for the detailed explanation! The additional context is very helpful.
Thanks,
Stuthi
0 Votes
Tim Myrick 1 day ago
Hi Stuthi, thanks for your review of my request. Regarding the ticket details, I'm looking for a number of pieces of information to review and determine scope. I don't think it's reasonable that the overview grid have every field added so one has access to all of the necessary fields to get such information, including the voluminous instructions from the ticket on the grid.
Additionally, my company has workflow customizations in place that define how the reschedule form is filled out, which can not be triggered from the grid. The same customizations also prevent field locators from bulk completing tickets from the grid, so there's no way they can even apply delay-related close codes to the ticket via a grid.
I would expect that you're correct in that for a vanilla user of the new interface with no customizations applied, a reschedule and close codes being applied may well work from the grid, but not in every case. Certainly not in our case.
Thanks
0 Votes
Stuthi Hegde Irth 1 day ago
Hi Tim,
Thanks for your feedback on this new feature! We will take this into account for future iterations and improvements of the Guided Arrival Workflow feature.
In the meantime, please note that you currently can view ticket details and reschedule a ticket from the ticket grid without opening the ticket, which allows you to perform these actions without starting any timers.
0 Votes
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