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How to manage spare parts

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The Parts tab is not available for every industry

The availability of the tab depends on the industry that has been specified during account registration.

Spare parts are helping the engineer to fulfill the service on the field. Engineers on the field use parts to fulfill the service needs of customers. Parts can be attached to a ticket in two different ways inside the system. You can add parts from the context menu inside the Ticket Pool and also add parts to a ticket from the Ticket Details.

Part statuses

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Part statusExplanation
CanceledThe spare part has been canceled for this appointment.
In ShipmentThe spare part is currently in the shipping process.
Not ReceivedThe spare part has not been received by the addressee.
OrderedThe spare part has been ordered.
Out of stockThe spare part is currently not available.
ReceivedThe spare part has been received by the addressee.
RecommendedThe spare part is recommended for this appointment. Not using this part may lead to an unsuccessful intervention.
Wait for ReplenishmentSome tickets are resolved using trunk stock prior the receipt of booked spare parts.

How to add parts

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When adding a part to the ticket some information about the part is needed. You have three options to add a part. Either from the context menu of the Ticket Pool in the Dispatch tab or General tab or directly from an open ticket in the Ticket Details.

  1. Add a part by clicking on Add Parts in the context menu of a ticket in the Dispatch tab or General tab (or from the Parts tab inside an opened ticket in the Ticket Details by clicking Add part).
  2. Add Part details.
  3. (Optional) Add shipping information.
  4. (Optional) Edit the Pick-Up-Drop-Off-Location.
  5. Click Save or Save & Create new (after you completely added the first part!).
You can add parts from the Ticket Pool context menu...
...or from the Ticket Details inside the Parts tab.

1. Add part details

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  1. (Optional) Insert the part number.
  2. Insert the number of parts you want to add. You have to add at least one part.
  3. Select a part status from the drop-down (Canceled, In Shipment, Not received, Ordered, Out of Stock, Received, Recommended).
  4. Insert the name of the part.
  5. (Optional) Insert the part type.
  6. (Optional) Insert the manufacturer name of the part.
  7. (Optional) Insert the serial of the part.
  8. (Optional) Insert the order number.
  9. (Optional) Insert the order number line item.
  10. (Optional) Insert the Reference.
  11. (Optional) Insert the external status of the part.
  12. (Optional) Select the usage status of the part.
  13. (Optional) Insert the failure code of the part.
  14. Click Save.
Adding part details: The form can be customized to all your needs.

2. (Optional) Add shipping information

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  1. Select to whom the part will be delivered (Affected ->  end user,  Custom -> you decide, Engineer -> person that handles the ticket, PUDO -> Pick-Up-Drop-Off-Location).
  2. (Optional) Insert an additional shipping comment.
  3. (Optional) The part was already shipped toggle: If the part was already shipped to the location you can select this via this option.
  4. (Optional) Part received toggle: If the part was already received you can select that via this option.
  5. (Optional) Part returned toggle: If the part was already returned back you can select that via this option.
  6. Click Save.
Adding shipping details: Do not forget the Tracking Links!

If you selected Custom in the Delivered To field you will be asked to provide address data:

  1. (Optional) Insert the company name of the recipient.
  2. Insert the address.
  3. (Optional) Insert the ZIP.
  4. Insert the city.
  5. (Optional) Insert the region.
  6. Select the country.
  7. (Optional) Insert the first name of the recipient.
  8. (Optional) Insert the last name of the recipient.
  9. (Optional) Insert the phone number of the recipient.
  10. (Optional) Insert the email address of the recipient.
  11. Click Save.
Adding a custom shipping address

If you selected PUDO in the Delivered To field you can have two situations:

Variant A: PUDO is already in the system -> select the wished PUDO from the drop-down.
Variant B: PUDO is not in the system yet -> Create one by clicking on the Plus button:

Basic information form

  1. Decide whether the PUDO location should be activated or only drafted.
  2. Insert the name of the PUDO location.
  3. (Optional) Insert a short name of the PUDO location.
  4. (Optional) Provide additional information regarding the PUDO.
  5. (Optional) Provide the opening hours of the PUDO location to let engineers know when it’s the best time to arrive there.
  6. (Optional) Insert the From opening time in this field (eg. 08:00 AM)
  7. (Optional) Insert the TO closing time in this field (eg. 16:30 PM)
  8. (Optional) Insert the pause breaks in this field (eg. 12:00 to 13:00).
Adding a PUDO location

Location information form

Manual address insertion

  1. Insert the address of the PUDO location.
  2. (Optional) Insert the ZIP of the PUDO location.
  3. Insert the city of the PUDO location.
  4. (Optional) Insert the region of the PUDO location.
  5. Insert the country of the PUDO location.
  6. (Optional) Insert the Latitude of the PUDO location.
  7. (Optional) Insert the Longitude of the PUDO location.
  8. Click Save.

Automatic address insertion

Insert the address and click enter or pin the location directly on the map – if you pin the location – the other fields will fill in automatically. Click Save afterwards

After you have filled in all required data you can either click SAVE to save the Part OR click SAVE & CREATE NEW to directly create a new part..

Adding the PUDO via marking it on a map

How to manage spare parts

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Parts can be managed inside the Parts tab of the Ticket Details:

  • All parts of a particular ticket can be searched in this field
  • All the for the ticket relevant parts and shipping info can be added and edited inside this tab
  • Particular parts can be deleted by clicking the trash button in the part row.
  • Particular parts shipping information can be deleted by clicking trash button in the shipping information row.
  • Parts are sorted by descending creation date
  1. Parts Search: In this field, you can search for a certain part inside that specific ticket.
  2. View expander: Allows you to expand the part view.
  3. Add part button: Allows you to add another part directly inside the Ticket Details.
  4. Parts context menu: Allows you to add and delete the spare part.
  5. Add shipping info button: Allows you to add shipping info directly inside the Ticket Details.
  6. Shipping info editor: Allows you to edit the latest shipping info directly inside the Ticket Details.
  7. Tracking Link (External): Allows you to directly trace the part shipping progress (external Link).
  8. Tracking Link (Internal): Allows you to directly trace the part shipping progress (internal GUI).

  • Parts Search

  • View expander

  • Add part button

  • Parts context menu

  • Add shipping info button

  • Shipping info editor

  • Tracking Link (External)

  • Tracking Link (Internal)

How to track spare parts

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By clicking on the Tracking link button (7) inside the Parts tab of the Ticket Details you can open the external tracking link to view the spare parts transition progress.
You will be granted with the shipment history and the shipment details that the delivery company provides.

Example of an external tracking link

By clicking on the Tracking link button (8) inside the Parts tab of the Ticket Details you can open the internal GUI to view the spare parts transition progress.
You will be granted with the shipment history and the shipment details.

Shipment history - displayed natively inside Work Place
Shipment details - displayed natively inside Work Place
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