My Work Order

When an agent has unfinished work order, when they login, system will open “My Work Order” page.

You can also open the page from the menu

There four categories in “My Work Order”

• My Work Order: all work orders assigned to the agent
• My Created: all work orders created by the agent
• Group WorkOrder: only for group admin, all work orders belongs to the group
• Group Created: only for group admin, all work orders created by the group

There are three tags under each category

• New
• Recently Fixed
• History Fixed: all work orders which exceed a time (3 days by default, could be modified in System → Settings) will be moved from recently fixed to history fixed

Columns:

• Serial Number:# +Work Order Template ID+Work Order ID
• Status:
  • New
  • Pending
  • Done
• Node Status:
  • New not assigned or agent doesn't start yet
  • pending agent is working on it
  • return work order is returned by next node or not denied by group admin
  • verify waiting for verify by group admin

Double click the work order, check detail. Edit Limit in work_order decide if the agent has edit access. If the status is done, no body could change anymore.

Group admin is able to assign or re-assign work orders

Select the work order you want to assign

Click [Assign] button

select an agent, assign the work orders you selected

Double click in work order list, you can see all the information of the work order.

First you will see work order information and customer information, double click the bold text to edit, grey text means read-only

short cut tools bar will stay at the bottom, you can use click-to-call, sms, email, fax, or click the shut cut so it show you the right messages

The description when the work order is created, read-only

It will list all attachment of the work order, click [upload] to upload new file

History shows all note of the work order

Here you can read contact history and purchase history (need e-commerce module)

When agent edit a work order, besides the customization fields, he also need to put reply and change node status (node status is only editable by current owner and group admin)

For node status, we have “pending”, “done”,“return to node”,“return to group”,“verified”,“denied”

• if agent doesn't finish, please leave it as “pending”
• if agent finish the work order, please select “done”, if there's no verify required then
  • work order goes to next group (auto flow)
  • agent is asked to select a group or finish the work order

• When the work order requires verify, nobody could change it unless group admin approve or deny
• When group admin deny the work order, the node status will change, and the agent have to continue work on it

• When it's the last node, when group admin approve, the whole work order will finish

• Depends on Edit Limit, if you don't have the access, you can only reply (status will be hiden)