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Service Plugin

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The Service Plugin is used for tracking and managing service calls.

Overview

  1. Customers are assigned to service zones (this is done from the Equipment panel on the Customer Records. - the ‘Service zone’ is only visible when the ServicePlugin is installed; the Equipment panel is now part of the core app).
  2. The Employee Records have a new Service Tech check-box as an Employee Role.
  3. Service zones have an assigned Service Tech (and a temporary Service Tech – in case the assigned tech is sick). The temporary tech is just entered or cleared as needed (no dates required).
  4. Service calls are entered and tracked in a Service Call center - a service call can be for a machine (Vending machine # 123 is taking money) or an account location (“lunch room needs to be cleaned”, …)
  5. All sorts of records have the new service call panel (history by machine, customer, type of call, priority, service tech, …)
  6. Tickets will be auto-emailed to the techs upon assignment and changes if eoStar is setup for emailing and the employees have email addresses assigned in their employee record.
  7. In order for Replenishment to function correctly, you will need to ensure that you have Par levels setup for eoStar to use to determine inventory needs.

It Added:

Permissions

There are levels of access available for each individual employee or a specific employee department. The Permissions Panel limits or expands the field of access towards certain functions of eoStar and also creates a level of security.

  • Records>Service>Call Center
  • May assign customers to service zones
  • May close service tickets
  • Records>Service>Replenishment
  • May void service tickets

Life-Cycle of a Service Ticket

Service Ticket Life Cycle