Managing Priorities

    Priorities define the Scheduled Date/Time, which is the number of hours and/or days after the Call Date that the service provider should check in to perform work on the requested service. In other words, the Priority defines the estimated time of arrival (or ETA) that a service provider should check in at a location to perform service.Some examples of Priorities are “Emergency-4 Hours,” “P1,” “Urgent” “Normal-48 Hours,” and “30 Days.”

    When a work order is generated, the Scheduled Date/Time is automatically generated based on the Call Date and Priority. Keep in mind, however, that changing the Priority on a generated work order will not change the Scheduled Date. You must update the Scheduled Date on the work order instead should you need to change the Scheduled Date after changing the Priority.

    Warning: Priorities are configured to work hand-in-hand with the Dashboard Issue List. Each Area/Problem/Problem Code/Description matrix in the Issue List is configured with a Priority Name and Default ETA. Should you modify a Priority Name and/or Default ETA, you must also modify your Dashboard Issue List to match. A mismatch between the Priority Name and/or Default ETA and the Dashboard Issue List will cause a conflict, and the related work orders will be unsearchable by Priority in the system.

    You may add Priorities and edit Priorities, determine if certain Priorities do not dispatch (or skips) nights and/or weekends, and set overrides to Priorities based on Trades and Locations.

    How to access Priorities

    1. Under more > Admin, click WO Properties > Priorities. The Priorities page displays the current priorities set up for your organization’s work orders during implementation.

    Work Order Priorities List

    Below are definitions for each column in the Priorities list:

    Column

    Description

    Priority Name

    The name of the Priority (e.g., Emergency, Urgent, 7 Days, 30 Days).

    Note: While naming your Priority, best practice is to include the timeframe with the Priority name so service providers view that information at a glance on the service request.

    Default ETA

    The estimated time of arrival that the service provider will arrive on location, as configured alongside the Dashboard Issue List. The time entered here is used for calculating analytics and reports.

    Skip Nights

    When selected, work orders entered or with a Scheduled Date/Time between 5:00 PM — 8:00 AM (local time) are recalculated with a new Scheduled Date/Time. See Skip Nights and Weekends, below, for more information.

    Skip Weekends

    When selected, work orders entered or with a Scheduled Date/Time between 12:00 AM Saturday — 12:00 AM Monday (local time) are recalculated with a new Scheduled Date/Time after the weekend. See Skip Nights and Weekends, below, for more information.

    Actions

    Edit Priorities Icons

    Here you may

    • edit a Priority (edit pencil)
    • delete a Priority (red X)
    • manage overrides for Default ETA rules on a Trade/Location level (blue circle). See Managing ETA Overrides for more information.

    Adding a Priority

    Typically, ServiceChannel configures your initial priorities during the implementation process. You will see that list when you access the page. You may add a priority at anytime; be certain to also add the new Priority to your Dashboard Issue List so you can dispatch work orders correctly.

    How to add a Priority:

    Adding a Priority Modal

    1. Above the Priorities list, click Add Priority. The Priority modal appears.
    2. Enter a Priority Name.
    3. Enter the Default ETA, and determine if the ETA is in either hours or days.
    4. (Optional) Check the Skip Nights button to turn on Skip Nights feature, as appropriate. (See Skip Nights and Weekends, below, for more information.)
    5. (Optional) Check the Skip Weekends button to turn on Skip Weekends feature, as appropriate. (See Skip Nights and Weekends, below, for more information.)
    6. Click Save. The new Priority is added to the list.

    Skip Nights and Weekends

    There may be times when you do not wish the service provider to arrive at your location to perform service. In Service Automation, you may elect to not have service during the nights and/or the weekends. This is called Skip Nights and Skip Weekends. Think of Skip Nights and Skip Weekends as a ‘do not disturb’ time block for service providers.

    • Skip Nights: Occurs between 5:00 PM — 8:00 AM, 7 days a week, in the local timezone of the location (for example, between 5:00 PM Tuesday night — 8:00 AM Wednesday morning).
    • Skip Weekends: Occurs between Saturday, 12:00 AM (midnight) — Sunday, 11:59 PM, in the local timezone of the location.
    Note: These time intervals cannot be adjusted, and are hard-coded in Service Automation.

    Service Automation looks at three pieces of information to reschedule the new Scheduled Date/Time after the ‘do not disturb’ period: the total number of hours for the priority (for example: 4 hours, 72 hours, 7 days, 30 days), the Call Date/Time, and the Scheduled Date/Time.

    Using Skip Nights and/or Skip Weekends adds additional time to an original Scheduled Date/Time, since the ‘do not disturb’ hours are not calculated.

    • Skip Nights adds up to 14 hours of ‘do not disturb’ time whenever the adjusted ETA falls between 5PM and 8AM. The system will continue to recalculate and add these 14 hours until the adjusted ETA is no longer within ‘do not disturb’ time.
    • Skip Weekends adds up to 48 hours of ‘do not disturb’ time whenever the adjusted ETA falls between Saturday, 12 midnight and Monday, 12 midnight. The system will continue to recalculate and add these 48 hours until the adjusted ETA is no longer within ‘do not disturb’ time.
    Important: The Skip Nights and Skip Weekends features essentially stop the Scheduled Date/Time clock. In other words: the ‘do not disturb’ hours are not included in the calculation for the new Scheduled Date/Time. This is by design; otherwise, most of these work orders would be rescheduled to either 8AM (when Skip Nights turns off) or Monday at 12:01 AM (when Skip Weekends turns off).

    Here is a table that illustrates approximate adjustments to Scheduled Date/Time when Skip Nights/Skip Weekends is turned on. Note: This is an approximate timetable; your Scheduled Dates/Times will vary based on the actual Call Date/Time and Priority setup.

    Feature

    Priority

    Call Date/Time

    Original ETA

    Adjusted ETA

    Skip Nights

    Emergency (P1)
    (4 Hours ETA)

    Between 2PM — 5PM

    Between 6PM - 10PM

    Next day, between 8AM — 12 noon

     

    Emergency (P1)
    (4 Hours ETA)

    After 5PM

    After 9PM

    Next day, between 12 noon — 4PM

     

    Normal
    (48 Hours ETA)

    Between 2PM — 5PM

    2 days later, between 2PM — 5PM

    Between 5 — 6 days later

     

    Normal
    (48 Hours ETA)

    After 5PM

    2 days later, after 5PM

    Between 6 — 7 days later

     

    7 Days

    Between 2PM — 5PM

    1 week later, between 2PM — 5PM

    Between 18 - 19 days later

    Skip Weekends

    Emergency (P1)
    (4 Hours ETA)

    Friday, after 8PM

    4 Hours after Call Date/Time

    Monday, between 8AM — 12noon

     

    Emergency (P1)
    (4 Hours ETA)

    Between Saturday, 12midnight — Monday, 12midnight

    4 Hours after Call Date/Time

    Monday, between 12noon — 4PM

     

    Normal
    (48 Hours ETA)

    Anytime on Friday

    Sunday

    Between Tuesday — Wednesday (depending on when call was placed, morning/afternoon/evening)

     

    Normal
    (48 Hours ETA)

    Between Saturday, 12midnight — Monday, 12midnight

    48 Hours after Call Date/Time

    Wednesday (depending on when call was placed, morning/afternoon/evening)

     

    7 Days

    Between Monday — Wednesday

    7 days after, Monday — Wednesday

    9 days after, Wednesday — Friday

     

    7 Days

    Between Thursday — Friday

    7 days after, Thursday — Friday

    11 - 12 days after, on Monday — Tuesday

     

    7 Days

    Between Saturday — Sunday

    7 days after, Saturday — Sunday

    11 - 12 days after, Wednesday — Thursday

    Editing a Priority

    Modifying a Priority

    Take special care when modifying your Priorities, especially when modifying the Priority Name or the Default ETA.

    Warning: Should you modify a Priority Name and/or Default ETA, you must also modify your Dashboard Issue List to match. A mismatch between the Priority Name and/or Default ETA and the Dashboard Issue List will cause a conflict, and the related work orders will be unsearchable by Priority in the system.

    How to edit a Priority:

    1. To the right of the desired Priority, click the edit pencil. The Priority modal appears.
    2. Edit the Priority Name, Default ETA, and/or Skip Nights/Weekends information, as necessary.
      • Note: When changing the Priority Name or Default ETA, you must also edit the same information as configured in your Dashboard Issue List. Please contact your account representative should you need assistance.
    3. Click Save. The changes are reflected in the Priority list.
    4. Download your Dashboard Issue List and modify the Priority Name and Default ETA where necessary. (Note: Please contact your account executive immediately should you need assistance.)
    5. Save and Upload your Dashboard Issue List.

    Managing ETA Overrides

    Managing ETA Overrides List

    The Default ETA sets the Priority for all Trades at all Locations. However, you may create an ETA Override so some Trades could have a different ETA than others.

    For example: Say you have an “Urgent - 24 Hours” Priority, however you want the ETA for restroom Trade to be earlier, 16-hour ETA. Instead of creating a separate priority just for one trade, you may set an override under the Urgent Priority.

    You may create an ETA Override for

    • one Trade over one Location,
    • one Trade over many Locations, or
    • many Trades over one Location.
    Note: Consider creating a new Priority should you want to configure one for most Trades over all Locations.

    How to add an ETA Override:

    ETA Overrides Modal

    Important: Once you save an override you cannot edit it. You must delete it and add a new override instead.
    1. To the right of the desired Priority, click the blue circle . The override list appears listing the Default ETA.
    2. Click Add ETA/Skips. The Add ETA/Skips modal appears.
    3. Select the desired Trade (or select All Trades, as appropriate).
    4. Select the desired Location ID (or select All Locations, as appropriate).
    5. Enter the desired ETA, and determine if the ETA is in either hours or days.
    6. (Optional) Check the Skip Nights button to turn on Skip Nights feature, as appropriate.
    7. (Optional) Check the Skip Weekends button to turn on Skip Weekends feature, as appropriate.
    8. Review your selections carefully. Once you save the override, you cannot edit it.
    9. Click Save. The override will appear in the list.

    How to delete an ETA Override

    1. To the right of the desired Priority, click the blue circle . The override list appears.
    2. To the right of the desired override, click the red X. A dialog box will appear, asking you to confirm your selection.
    3. Click OK. The override is removed from the list.

    Deleting a Priority

    Once a work order is dispatched for a Priority, you cannot delete said Priority. You may only delete Priorities for which work orders have not been submitted and dispatched, even if the service provider did not accept the work order, or if you edit the work order to change the Priority.

    How to delete a Priority:

    Note: You cannot delete a Priority once a work order with that Priority has been submitted in Service Automation.
    1. To the right of the desired Priority, click the red X. A dialog box will appear, asking you to confirm your selection.
    2. Click OK. The Priority is removed from the list.