Request from customer in the UK to create a new eView template that allows them to track resolution at the service work order level (i.e. if a tech goes out, can’t resolve the issue first time, MobileTech will close the SC and raise a new one under the same work order). Because to the customer, it’s a single incident, Paralogic want to be able to provide a total incident closure time to the customer and measure it against their fix time SLA to understand if they were within the set parameters.
The report should be based off the Service Calls (Invoiced) view, but the unique column will instead be the service work order. Alongside the existing columns in that view, they would also need:
First tech arrival date/time
Target response date/time (based off SLA)
Target resolution date/time (based off SLA)
Assistant tech pref. full name
Net resolution hours (from open time of W/O to close time of W/O)
Response hours (from open time of W/O to first labour arrival time)
Repair Hours (from first labour arrival time to last labour depart time)
Days since last W/O close date on equipment number.
W/O remarks
Count of materials used
Labour time (combination of total labour hours across the W/O)
Travel time (combination of total travel hours across the W/O)
Primary problem code (first problem code on first labour entry)
Primary repair code (last repair code on last labour entry)
Total amount exc. sales tax (total customer amount across W/O)
Enclosed is a full list of columns they require in the eView report. Those not highlighted are already available in the Service Calls (Invoiced) view.
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Test response