FSM Order Statuses Job Aid

Transcription

1 Summary This Job Aid covers: Order Statuses Definition Changing Orders Status FSM Order Statuses Job Aid This Job Aid supports the DSI_MA Retail Dealers and ViaSat Fulfillment Network Dealer/Dispatcher audiences. Order Statuses Definition Every order will change status several times during its "life-cycle". It is important that Dealers/Dealer/Dispatchers know, and use, the various statuses correctly. Assigned Acknowledge Cancelled Complete This status applies automatically when the order is ready to be completed. This means that a Technician and an appointment are assigned on the order. A Dealer/Dispatcher cannot select this status. When the scheduled date arrives, the Dealer/Dispatcher sets this status to confirm that the technician will have the order on their route that day. Do not set this status prior to the scheduled date. An order has been cancelled in all ViaSat systems. An order has been completed in all ViaSat systems. This status is the final "quality check" used by the Dealer/Dispatcher to confirm that the order has been sent to the Technician. A Dealer/Dispatcher will likely use their normal communication plans to confirm with the Technician that he/she has received the daily route and will be completing it that day. If a Technician has access to either If a Technician were to decline a particular order on the daily route, then the work order would not be marked as "Acknowledged". Page 1 of 5

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3 Customer Delay En route For whatever reason, the Customer has requested a delay, up to 30 days. This status sidelines the order, similar to the way that Hold sidelines the order (see below). The Customer must contact the Fulfillment partner to restart the installation/service call process. The Technician is on their way to the Customer's location. Do not use Customer Delay in situations where a Technician needs to return to complete the order after resolving some issue he/she encountered during the first visit, even if the resolution of the issue depended on some action by the Customer. This is helpful for tracking the orders that may have a long travel time, in case a Customer were to call and wonder about the exact timing of the technician's arrival. If a Technician has access to either Hold The order is active; however, some event must occur before the Technician can complete the order. This status places the order on the sidelines, temporarily, while waiting for the events to occur. The Technician might act as an intermediary between the Customer and Dealer/Dispatcher to set the reschedule appointment. Customer is not home when the Technician arrives, and is not available to reschedule. The location unexpectedly requires a pole mount, and the Technician used all of his pole mount supplies on the previous work order. Technician finds a line-of-sight issue because of a tree, and the Customer agrees to remove the branches so that the technician can use a wall/roof mount, instead of a pole. Technician finds an ungrounded/bonded building and must wait for the Customer to fix this. On site The Technician is at the Customer's location. If a Technician has access to either Page 3 of 5

4 Pending Cancel Pending Complete Past Open Unassigned Unscheduled Use this status when waiting for other ViaSat systems to cancel the order. This status also requires a reason code. Use this status when waiting for other ViaSat systems to complete a service call order. Applied to an order that remains in the Assigned/Acknowledged/En Route status, and is past the Scheduled Date. This is applied during the nightly optimization, after the Scheduled Date. An escalation is also automatically generated. An Unassigned order has two things: a Fulfillment partner based on zip code, and a scheduled date selected during Order entry. It is missing an assigned Technician. The Dealer/Dispatcher can see the order while they locate a technician. An order that has a Fulfillment partner based on zip code; however, it is missing an assigned Technician and a scheduled time with the Customer. If more than one Fulfillment partner covers the zip code, then only those users with administrative permissions will see the order. Dealer/Dispatchers use this status when they receive verbal instructions that the order will be cancelled. The final status comes from the ViaSat billing system after the Customer cancels the order. Do not use this status for installation orders. Dealer/Dispatchers use this status when a Technician calls to say that they have completed a service call. This kicks off a series of screens that collects information about the service call, and checks the SVT values (red/green LEDs) to ensure that the service now meets performance standards. An order is unassigned when a Technician is removed from the order, either manually or by the system. An order may be unscheduled because the Partner lacked availability on their calendar, or there was an error by the Sales agent when placing the order. A Dealer/Dispatcher might use this status when the first attempt to complete the order fails, and they are waiting to reschedule with the Customer. Page 4 of 5

5 Changing Orders Status FSM Order Statuses Job Aid Follow these steps to change the status of a work order. Step Action 1. From the Browse Order page, use the most appropriate filters for locating the desired work order. Or, use the Quick Search field if the FSM ID is known. 2. Click the link in the FSM ID column to open the work order. 3. On the Details tab of the Order Details page, type a description of the change to the work order in the Notes field. Click Add Note. 4. In the Basic Data section, select the new status from the Status drop down Note: Confirm that the chosen status meets with the guidelines presented in the Examples of when to Use column above. 5. Click Change Status. Page 5 of 5