Incidents

The incident is a notice that reaches your technicians on their mobile or tablet to notify that they have pending work or service to perform.

The incident is a notice that reaches your technicians on their mobile or tablet to notify that they have pending work or service to perform.

An incident can be generated in several ways:

      1. You can create an issue from SAT > Issues > +New.
      2. Another option to generate incidents is directly from the customer file, click on New + and you can create the Incident.
      3. You can also create an incident from the Home screen > New > SAT > Incident.

In the issue listing, the "More" menu offers these options.

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    • "Delete"To delete the document.
    • "Duplicate": To duplicate the document as any other type of document,without affecting the status of the current document. .
    • "Generate":To generate a document from the current one.
    • "Relate project": With this option you can relate the document to an existing project.
    • "Send email template": To send an email template that you have previously configured.
    • "Export": To download the business document as an Excel .xlsx or CSV file.
    • "Show on map": Displays on screen the locations of the main addresses of the selected customers.
    • "Show in Shop": Allows you to display the selected incidents in the Shop. That way your customer will be able to view them from My Area.
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    • "Hide in Shop": To remove the visibility of those incidents in the Shop. Your customer will not be able to see those incidents from My Area.
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You can also apply filters from the list, to perform more specific searches:

    • Status: Allows filtering by document status. The statuses shown are the ones you have configured in Custom Statuses.
    • Select a customer: allows you to indicate a customer for related documents to be displayed.
    • Linked to projects: shows those incidents/documents that are related to a project.
    • Select a project: filters as they are related to the project you have selected.
    • Select a bill to: allows you to filter the incidents/documents that contain in the field "Invoice to", the selected customer.
    • Created by: shows the incidents/documents that have been generated by the selected user..
    • Assigned to: filters by user to whom those requests/documents have been assigned..
    • Linked to assets: shows those incidences/documents that are related to an asset. .
    • Select an asset: allows filtering by selected asset.
    • Valuation status: filter by valuation status, according to the selected option.
    • Attachment status: filter according to whether they have attachments in their file; all, with attachments or without attachments.
    • Priority: allows filtering by priority type according to the available options.
    • Created from: shows documents by creation source; Web, Android, iOS, API and Shop.

In the list of incidents you have columns where the information is displayed. You can manage their visibility from the settings button shown on the top right. The available options are as follows:

Reference, Customer, Business Name, Description, Address, Status, Priority, Assigned to, Created by, Date of assignment, Activity.

The "Search" field allows you to search for information in the incident listing.

Remember that to clear the applied filters you can click on the paper bin

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Manage your issues according to your needs.

Manage your issues according to your needs.

Incidents have different fields in which you can enter information.

You can indicate information in the "Description" field so that the user can check it.

Please note that you cannot indicate product/service lines in the ticket.

Incidents can be assigned to STEL Order users to be handled by them, or left unassigned so that all users can view and assign them if they wish.

To assign an issue, you must select the user to whom you want to assign it, in the "Assigned to" field.

At the moment it is assigned to someone, this user will receive an instant notification on their device, if they have the STEL Order application installed.

If you don't want to assign it to a specific user indicate in the "Assigned to" field > Unassigned.

If you want to indicate a priority to the issue you have the "Priority" field available, in which you can indicate: Very low, Low, Normal, High, Very High. Being the Normal priority the default one.

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You can notify your customer when you create and close an issue by sending an email. To do this you have to have the functionality configured from: Functionalities > Connect > Incident management.

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Within the ticket you have different fields such as:

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  1. "Notifications" for you to check or uncheck the options to notify your customer; Notification creation and Notification of closure.

  2. "Projects" allows you to relate a project to the issue. Note that you will only be able to relate projects from the same client or that are unassigned.

  3. "Assets" allows you to link assets to the issue. To learn more about assets click here.

From an issue you can generate any document according to your needs. To do this click More > Generate > Quote / Quotation / Order / Delivery note.

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In the documents you can indicate your products or services by lines.

The issue will be automatically Closed when you save the generated document.

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