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Understanding the Work Order Details Screen

The Work Order – [New Work Order] window has several panes. First is the ribbon at the top of the window, which allows you to perform actions on the work order, choose data components, generate reports etc. Within the panes below the ribbon, you will actually create and manage the work order.

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Ribbon Groups

Each of the ribbon groups allows you to perform certain functions within the work order (Example: Attach a file; reject the work order, etc.).

Actions

Within the Actions ribbon group, you can perform the following actions:

·         Save & Close – click this button to save the completed information and return to the Order/Troubles list.

·         Delete – click this button to delete the work order. This differs from cancel in that there will not be a record of this Work Order within your database.

·         Save – click this button to save the information you have completed and remain within the Trouble Ticket.

·         Refresh – click this button to add newly saved information to the work order window.

Show

There are two views within the work order details screen, Order and Order Log. The Order view is the default view and displays the detailed work order information, work centers, and configured components.

The alternate view, Order Log, displays a list of actions for this work order. The Order Log view displays the Activity Log which includes two information panes; the top pane contains the activity date, work center name, order status, work center status and activity note. When you highlight any action within the top pane, the lower pane displays the detailed information for the completed action.

The Contact Info button displays the related contact details for the Subscriber or TCO that is associated to the work order.  

The Contact Info button displays the related contact details for the Subscriber or TCO that is associated to the work order. 

The Packages button allows you to view the sub work orders related to the order.  If this work order was submitted via the Subscriber Portal, you can view the package details here. 

History provides the user with a timeline of the actions taken on the work order. The main window provides a basic list of the actions and by double-clicking the action; a pop-up opens with a detailed action description. 

Launch

The Launch ribbon group allows you to perform action relating to work order packages submitted through Subscriber Portal.

Data Components

Each of the data components allows you to add a particular item into the database. The available components differ depending on the type of work order, work center needs, and user privileges. The following data components are available:

·         Subscriber – allows you to add, delete, and modify a database subscriber.

·         Authorization Code – allows you to add, delete, and modify authorization codes.

·         Circuit – allows you to add, delete, and modify a main circuit and circuit segments.

·         Land Radio – allows you to add, modify and delete in your wireless communication devices such as walkie-talkie

·         Account – allows you to associate accounting/billing information to a set device, circuit, or subscriber.

·         General Task – allows you to manage work order and/or trouble tickets tasks.

·         Cell Phone – allows you to add, delete, and modify cell phones.

·         Set Device – allows you to add, delete, and modify an analog, digital, and IP set into the database.

·         AS5300 Sets - allows you to add, delete, and modify sets associated to your AS5300

·         Cisco Sets – allows you to add, delete and modify sets associated to your Cisco switches

·         Set Device (EWSD) – allows those with an EWSD Switch to add, delete, and modify sets.

Each Data Component button is segmented (depending on your screen size the button may not be segmented and may only contain a drop-down arrow). When you click the lower portion of the button, a drop-down list displays. For each component there is a search option, this allows you to search for an existing component to associate to the work order. The Set Device button has two search options:

·         Search for Existing Primary Devices – displays a list of the primary button information for all set devices

·         Search Existing Devices – displays a list of all telephone numbers associated to a set device and their button number

Often times you may need to remove a configured component from a work order without having to delete the entire order. From the drop-down menu for each data component there is a drop option. This option allows you to drop any configured component from the work order.  Keep in mind this only drops the information from the work order, so if the component exists, it remains within the database.

Order Actions

There are several work order actions available within this ribbon group:

·         Send To – allows you to send a work order onto a specific person within the next work center.

·         Send Back – allows you to send the work order back to a specific person within a previous work center.

·         Assign To – allows you to assign the work order to a specific person within the current work center.

·         Cancel Order – allows you to cancel the work order at any point.

·         Put on Hold – place a work order on hold allowing you to reserve items within the database without having to commit the information. Once you place a hold on a work order, the button name changes to Remove (from Hold) allowing you to remove the hold and continue processing the order.

·         Optional Work Centers – if the administrator has selected some work centers as optional for the work order, you can click the field to access a drop-down list of the optional work centers.

·         Switch To Trouble Ticket – allows you to switch the work order to a trouble ticket with an open status.  This does not change the work flow; it simply moves the work order to the trouble ticket list.

Reporting

Custom reports allow you to print out work order information on a form designed by your cairs.net administrator. Your administrator creates cells in a form and associates them to certain fields within the work order. When you choose the report, the fields from the work order populate the cells to create a complete printable form. 

Attach

Attach a file to a work order within this ribbon group. Your cairs.net administrator pre-defines eligible file types.  

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Work Order Panes

There are several panes below the ribbon; each pane contains specific information for the work order. Within these panes, you work through the entire work flow process. The seven panes of information are (for a detailed description of the pane see the appropriate section below):

·         Basic Information

·         Adjustable Fields

·         Other Fields

·         Portal Request

·         Description

·         Work Flow, Work Notes and Equipment and Services

·         Components

After you create a work order, cairs.net adds a solid yellow line directly below the ribbon, containing the work order status, the active work center name, the name of the person that the previous user sent the work order to, and any additional notes. 

Basic Information and Adjustable Fields Pane

When you first enter the Work Order – [New Work Order] window, the Basic Information pane contains the only available fields. Once you select the work flow the remainder of the pane become available, plus the Adjustable and Other Fields panes. Within the Basic Information pane you can create a work order number (or have one auto-generated), an alternate number and a due date.

The Adjustable Fields pane allows you to enter the work order location and contact information. This pane includes site name, building name, contact name, contact number, etc.

The Adjustable Fields pane can be customized.  You can hide, repositions, and rename fields.  If you right click on the pane a menu box will open allowing you to perform the following options:

·         Rename field everywhere

·         Rename field in view

·         Mask on field everywhere

·         Mask on field in view

·         Change field required everywhere

·         Change field required in view

·         Update Dropdown

·         Copy

·         Customize

·         Remove this Column

·         Reset Column Visibility

·         To reposition a field, simple click on the left hand side of the field, continue to hold the button down and drag and drop the field to the proper location.

The Other Fields pane displays the work order’s status information. Each time the status of the work order changes the information within this pane updates.

After completing the required fields within these three panes, the Create Order button becomes available. Once clicked, the work flow displays within the Work Flow pane. Throughout your work order’s process, the button label changes to reflect the specific action you are completing. For example, when the information is complete in a work center or you are ready to close the work order, the button label reads ‘Complete Work Center.’

The Portal Request pane displays the information entered by the subscriber when they created the work order on the Subscriber Portal website.

The Description pane allows the user to enter in a complete work order description and remains available as the Work Order moves through the workflow.

The Portal Request and the Description field can be restricted to read only access based on profile.  When you right click on the Adjustable Fields pane, the customization menu pops up, scroll down and click on Customize.  In the Customize Display popup, select the profile that you are customizing, within the Column Properties pane click the Read Only column to insert a checkmark.  You can select multiple profiles within the ‘Profiles to Update’ pane. Once saved the selected profiles will only be able to read the fields.  To learn more about Customizing, please see “Getting Started”.

Data Fill

Data Fill allows you to create a sort of template to auto-populate fields within the Adjustable Fields pane for a particular work flow.  This is a two-step process, you will first complete the fields and then create the template.  To get started, open a work order and select the work flow.  Within the Adjustable Fields pane, complete the fields that want to add to a template.  Once complete, click on any field name to access the Data Fill tab within the toolbar at the top of the window.  Click on the green plus sign to name and create your template. 

To use the template, select the work flow and then click anywhere within the Adjustable Fields pane to access the Data Fill tab.  Within the Data Fill tab, click on the template name to populate the corresponding fields.  

Work Flow Pane

At the bottom of the pane are three tabs: Work Flow, Equipment and Services, and Work Notes.  The Work Flow tab allows you to view the complete work flow.  The Equipment and Services tab allows you to view, add, and delete equipment and/or services related to the work order. The Work Notes tab allows you to attach a note to the work order. 

Once you create a work order, the complete work flow displays within the lower left hand pane (if the work flow is not visible click the Work Flow tab located in the lower portion of the pane). The work flow starts at the top of the pane and flows to the bottom. Each time frame is indicated with a solid blue line that displays the time frame number. Each work center within the time frame is contained within a box with the work center name in the pink line at the top of the box. A green arrow displays to the left of the active work center. Within each work center are the available data components, in the example below the Subscriber component is the only one available with the Directory Work Center.

Notice that there are two additional work centers within the above work flow, Inside Plant and QA. Once you complete the required fields within the Directory work center, the work order can be sent to the next timeframe and work center. Once sent, the Directory work center turn to Not Active and the Inside Plant work center becomes active. You continue the same process until the work order reaches the final timeframe where you can complete the work order.

The Equipment and Services tab allows you to view all equipment and/or services related to the work order.  In addition, you can add or delete equipment or services related to the work order.  If there are any charges related to the equipment or service, the account number located in the Adjustable Fields pane incurs all charges. 

 

Configured Components Pane

Once all the required fields within a data component are complete and saved, a tab for the component displays in the lower right hand pane. Each component type displays as a new tab. In the example below, there are two components for the work order, Set Devices and Subscribers. Within the Set Device tab, notice that there are two column; this indicates that the work order is configuring two different set devices. Each new component of the same type displays as a new column within the tab. 

To view the information for a component, click the tab and use the scroll bar to view the details. If your permissions allow, you can modify the information. To do so, double-click any field within the pane and/or column. The component screen opens allowing you to change the appropriate information. However, if the work order is in a work center that does not have access to the data component; the information is read-only.

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