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How to proceed in the Report/Resolve phase
After tapping the Finish button under tasks in phase 2, it’s time to enter phase 3 and report the ticket in order to resolve the ticket.
The reporting consists of two parts, one is the actual report and the second part is the sign-off from the end user to finish the ticket.
In the report, the Work start and Work end times are taken over. But you can manually edit times and dates and wishes by tapping the corresponding calendar and time buttons.
After that, you fill in if the Intervention was successful or not. It is mandatory to fill in a work report, regardless of how the intervention went. Click REPORT SUMMARY to proceed to customer sign-off.
The mobile device will enter landscape mode and the customer can sign comfortably. Click Submit and Finish to finish Phase 3: Report / Resolve.
How to finish the ticket
The finish button informs the dispatchers that you finished working on the ticket. You can trigger it either from the top bar or from the ticket tab. Tap on Yes again to confirm.
How to fill in the time report
Duration: Select the Driving time that was required for this ticket.
Work start: Insert the date and time when you started working on this ticket.
End time: Insert the date and time when you finished working on this ticket.
How to fill in the work report
Is intervention successful?: Select Yes or no, depending on if you were able to resolve the ticket problem.
Work note: Add a work note message for this ticket.
Click on Report summary afterward.
How to submit the report summary
You will find a summary of all your entered details now and a message informing you that it is important the customer has read the report and agrees to the results of the intervention.
Click on Submit and sign ticket(s).
How to confirm with the customer
An interface where the customer can put in the signature by touch should appear. Let the customer sign and click on Submit and finish afterward.
Clear button: Allows the customer to redo the signature.
Submit and finish button: Allows you to finish the ticket and redirects you back to Home.