Dispatch-Billed Service Request
- Lana Pettit
Quick Reference
Take Ownership
Check to see if there is a Customer Agreement on File
If not, then
Change the status to New Customer Agreement Required
Go Home
Grab Next one
If yes, then
Select the appropriate Customer Agreement from the Customer Billing Tab
Review what the requester needs
Create Work Order
Go to Syracuse Work Order
Assignments Tab
New Row
Add Shop
If Custodial, Grounds or Housekeeping make an assignment note as to who you radioed.
Add person if you are dispatching directly to someone.
Save
Return from Syracuse Work Order
Go Home
Grab Next one
Step-by-Step
The Dispatch Start Center has 3 portlets
Favorite Applications
Service Requests for Review
Approved Work Orders with No Assignment
Favorite Applications
Service Request (SP)
Syracuse Work Order
Create Service Request
Service Requests for Review = Service Requests that need a work order created or need to be sent to Accounting for a customer agreement
Approved Work Orders with No Assignment = Any work order that has been created and has no shop or technician assignment
To Process a Billed Service Request:
Select a service request to process from the Service Requests for Review portlet
Take Ownership, this will let everyone else in Dispatch know that you are working on this Service Request. If you see someone else's name in the owner field, go home and select another service request.
Go to the Customer Billing Tab and click on the magnifying glass next to the Agreement field. If there are agreements on file, they will be displayed in the pop-up window.
If no applicable agreement is available, click on the cancel button and then change the Service Request Status to New Customer Agreement Required, click on Ok, Go Home, Work on the next service request.
If a Customer Agreement is available, select the appropriate customer agreement. Make sure the description is appropriate for the service requested and there is enough funding if there was a limit.
Review the details and any attachments on the service request. If anything is missing or unclear, contact the requester for clarification or more information.
Update any information as needed.
Create the Work Order and then go to the new Work Order
Click on the Assignments Tab, click on New Row, click on the caret to collapse details, add a shop and add a technician if dispatching.
Click on either the save icon or save link. DO NOT CLICK ON EITHER COMPLETE ASSIGNMENT BUTTON.
A Supervisor QA Review assignment will automatically be created.
Click on the Link for Return
Go Home and use the Service Requests for Review portlet to select another Service Request to process.
