Work Order Automation
In Ecotrak, customer users have the ability to enable automation to their work order workflow that directs how a work order should navigate if it has:
Been rejected by a service provider.
Has not been accepted within the allotted time of acceptance governed by the Priority assigned to the work order.
This provides customers the ease of mind knowing that their work orders are still routing forward and following the desired path without requiring constant oversight to manually route work orders to the intended destination.
To navigate to, review, and edit you Work Order Automation, you will want to log into your user and navigate to Configurations > General Settings:
Once here, you will see the Automation broken into two separate Work Order Types:
Work Order Automation
Maintenance Work Order Automation
This allows customers to set up different automation for their regular service requests and their preventative maintenance specific service requests.
Within both of the groups, there are two customizable sections:
Work Order is Rejected by the Service Provider
Work Order is not Accepted within the allotted time
These two sections provide customers with the ability to customize their automation for the varying scenarios.
Work Order is Rejected by the Service Provider
Under the Work Order is Rejected by the Service Provider, the drop down allows customer users to select between: "Unassign WO" and "Reassign WO". This selection is specific to work orders rejected by the service provider and is separate from Work Orders that are not accepted within the allotted priority time.
Unassign WO: This setting will leave a work order in the status Unassigned when a service provider rejects the work order.
Reassign WO: Selecting this choice will have a work order Reassigned to the next service provider in your ranking.
Work Order is Not Accepted Within the Allotted Time
Under the section labeled Work Order is not Accepted within the allotted time, the drop down allows customer users to select between: "No Change", "Unassign WO", and "Reassign WO". This selection is specific to work orders not accepted within the allocated acceptance time that is designated by the priority level of the work order request.
No Change: This setting will turn off the work order automation related to work orders not being accepted within their designated acceptance time. This means the work order stays with the initial assigned service provider, unless the service provider rejects it.
Unassign WO: This setting will leave a work order in the status Unassigned when a service provider rejects the work order.
Reassign WO: Selecting this choice will have a work order Reassigned to the next service provider in your ranking.
If you choose to use Unassign WO or Reassign WO, then you will want to customize the Allocated Time duration and the Period duration for each of your listed Priorities.
Priorities: These match the priority levels of your work orders
Allocated Time: This is where you will assign a numerical value to the period choice you choose.
Period: Here, you can choose between the following Period selections: Hour(s), Day(s), Week(s), Month(s), Year(s). Whatever you select will pair with the numerical value you inserted under the Allocated Time section, and will be come the allotted amount of time given to a service provider to accept a work order based on the priority set for that work order.
