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How to complete the planning phase
The first phase of resolving a ticket on the field is the Planning phase.
The planning phase can consist of gathering information about an upcoming appointment or upcoming appointments.
You can use our below engineer checklist to better understand the typical planning phase of an engineer.
When you click on an upcoming appointment, you will able to browse through ticket-relevant details like the contact data of the end user, ticket descriptions, necessary parts for the repair, and attached files to the ticket.
In the planning phase, you can decide to directly contact the end user via phone by clicking for example the Call button or confirm that the drive has started towards the end user’s direction by clicking the Drive button. You can also announce upcoming delays by clicking the Report Delays button.
In the planning phase, it can make sense to check out spare parts for the job. Spare parts can be essential for a ticket, for example to repair/maintain a specific device. Parts that may be needed are displayed in the spare parts tab of the respective ticket.
You can check the appointment details in advance so you know where to go. To do this, simply go to the appointment and view the contact information. You can then, for example, confirm the departure by pressing the Drive button and then launch your navigation app directly from within the FMA app.
In the planning phase, it makes sense to examine the problem description of the ticket so that you already know what kind of problem to expect. It can make sense to read the problem description, check attachments, check the service window, check the planned duration, and check which spare parts are needed for the job. The problem description is noted in the respective appointment.
In the planning phase it may make sense to check attachments of the ticket. In the attachment of a ticket, for example, certain work instructions can be stored as a .pdf, certain instructions required for the job, or other attachments such as pictures, etc. Attachments of the ticket are stored in the attachment tab of the given appointment.
How to report delays
You can report delays by using this button. Select the estimated delay by clicking on the corresponding item. You can choose between Up to 30 minutes or 30 minutes to 1 hour or More than 1 hour. You can optionally leave a comment for the dispatcher by typing a message into the box. Click on Send afterwards to successfully report the delay.
How to announce-call the end user via his mobile or phone
If you want to reach the end user while planning or driving you can do that by pushing the Call button or directly tapping the corresponding number. You can push either the green call button in the top bar or use the button in the Contact tab. The button might be useful to inform the end user that you may arrive later than expected for example because of traffic jams.
Please prioritize the road traffic regulations and only use the call button under safe conditions!
How to announce the end user via email
You can also contact the enduser via email by clicking the email button inside the Contact tab to inform the end user about something on-going.
Please prioritize the road traffic regulations and only use the email button under safe conditions!