1. Work order introduction
The service work order is the latest function launched based on the enterprise service account, which allows simple business to be processed online.
Through service work orders, employees can quickly submit faults encountered or matters that need to be handled, such as: fault repairs, equipment use, etc. Work order processing personnel can use mobile apps to process work orders in real time, and employees can view work orders in real time through the service account Order progress, managers can use the web page to perform work order statistics and data export.
To ensure normal use, please confirm that your APP client has been updated to version 5.5 and later.
1.1 Core function of service ticket
(1) Freely create multiple work orders
Service account administrators can create various work orders on demand according to their actual business scenarios, making the service account truly a mobile self-service system for employees;
(2) Flexible configuration of work order content and processing flow
Customize different ticket templates by adding custom fields. Provides a standardized work order management and monitoring process, and can flexibly select work order processing personnel, and the work order processing scenarios are no longer limited to service account administrators. Each work order handler can receive, transfer, process, and complete the work order according to the actual situation. The entire work order acceptance process is considered for the business itself, which is more humane.
(3) Information real-time reminder
Provides a workbench reminder service for work order handlers. When there is a new work order, a reminder will be sent to ensure that the new work order is 100% sure to reach without omissions.
(4) Data analysis and export
Every receipt, transfer, and processing of a work order is fully recorded in the system, and automatic statistics and analysis are performed on information such as work order processing and service efficiency. The service account administrator can fully and intuitively understand work order-related indicators at any time information, and supports data export services to maximize the use of information value.
2. Work order configuration
1) Create a new work order entry:
Please go to the service account workbench on the webpage = "Function Operation =" Service Work Order = "New Work Order, up to 15 new work orders can be created.
2) Set basic information
- Work order name, up to 12 characters and cannot be duplicated;
- Work order description, up to 140 characters;
3) Setup form
The design form can use a variety of form controls, and you can use it by dragging.
4) Setup process
Set up ticket handlers. Work order handlers view and process work orders on the service account APP mobile workbench, and can receive, transfer, process, and complete work orders according to the actual situation.
5) Publish work order
- Click [Publish] in the work order setting to jump to the custom menu setting page;
- Configure arbitrary service tickets for custom menus. Configure custom menu = "connect application =" service work order, you can configure service work order for the menu.
3. Work order processing
After the employee fills in the content and submits the service order, the service order handler will receive a reminder of the new work order, and accept and transfer the order according to the actual situation. After the processing is completed, the employee will confirm the processing result and complete the work order. If the employee confirms that the problem has not been resolved, the service work order will be automatically transferred back to the original processor for reprocessing;
1) Employees submit service orders
In the service account where the service ticket function is enabled, the employee can submit the service ticket by clicking the custom menu connected to the service ticket. The following is the service ticket submission of the IT assistant service number:
2) Real-time reminder of new service orders
Service work order handlers receive new work order reminders, work order circulation reminders, work order unresolved reminders, etc. through the APP service account workbench.
3) Process service orders
For a newly received service ticket, all the preset ticket handlers of the service ticket can receive or transfer the ticket, and the ticket receiver or transfer object will handle the ticket:
4) Complete the service order
Submitted service tickets are completed by Bill of Lading employees. If the bill of lading confirms that the problem has been solved, he can directly confirm that the problem has been solved and complete the work order; if the employee confirms that the problem has not been solved, the work order can be transferred back to the original processor for reprocessing:
4. Data analysis
4.1 Check the work order report analysis
Please go to the service account workbench=”function operation=”service ticket=”view report on the web page to view the service ticket report of the service account. The two key indicators of work order processing status and service efficiency are displayed on the home page. Clicking on the key indicators can also enter the corresponding statistical report.
4.1.1 Work order processing statistics
1) Work order processing statistics -> overall situation statistics
View the work order processing data for the past 6 months. View all service orders by default, including all created work orders (including deleted work orders), which can be filtered by work order type;
Pending orders = work orders that have not been accepted within the filter conditions;
Processing = the current status of the work order in the filter condition is the work order being processed;
To be confirmed = the work order that has been processed within the filter conditions and whose current status is to be confirmed by the bill of lading person;
Closed = work orders that have been confirmed to be resolved by the bill-of-lading person or canceled by the bill-of-lading person or rejected by the processor in the filter conditions;
2) Work order processing statistics -> statistics by personnel
When statistics are made by all work order types, all service order handlers (including deleted work order handlers) are displayed in the personnel list, which can be filtered by work order type or statistical time period;
Employee name: display the nickname of the ticket handler;
Number of work orders processed: the number of work orders that the work order handler is processing and has completed;
Processing: the number of work orders being processed by the work order handler;
To be confirmed: the number of work orders that have been processed by the work order handler and whose current status is to be confirmed by the bill of lading person;
Closed: including the total number of tickets that have been processed by the ticket handler and confirmed to be resolved by the bill of lading person and rejected by the ticket handler;
4.1.2 Service Efficiency Statistics
1) Service efficiency statistics -> overall situation statistics
View the average order response time and average processing time for the past 6 months. View all service orders by default, including all created work orders (including deleted work orders), which can be filtered by work order type;
Response time to order: the time from when the employee picks up the order to when the handler receives the order;
Processing time: the time from the employee's bill of lading to the completion of processing by the processing personnel;
Average order response time = sum of work order claim response time in the denominator / work orders whose current status is accepted in the filter condition;
Average processing time = total number of days required for work order processing time in the denominator / work orders whose current status in the filter condition is processed;
2) Service efficiency statistics -> statistics by personnel
When counting by all work order types, the personnel list displays all service order handlers (including deleted work order handlers), which can be filtered by work order type or statistical time period;
Employee name: display the nickname of the ticket handler;
Number of orders received: the number of orders received by the work order handler;
Average order response time: the average order response time of the work order handler;
Number of work orders processed: the number of work orders processed by the work order handler;
Average processing time: the average processing time of the ticket handler;
4.2 View work order data list
Please go to the service account workbench=”function operation=”service ticket=”view data on the web page to view the service ticket data of the service account.
4.2.1 Service ticket data
View the detailed data of the work order, and filter the work order data by time, work order, work order status, bill of lading person, and processor.
4.2.2 Data export
Click Generate Report to export an excel file containing the detailed data of the work order according to the current filtering conditions. Note: When exporting all work order types, only the basic information of the service work order can be exported. When exporting a single work order type, the export of the work order details is supported. Currently, the export of pictures, attachments, details, and detail table layouts is not supported.
If the current query condition selects the name of the work order as "fault repair", the export file format is shown in the figure below:
If the current query condition selects the work order name as "All", the export file format is:
