Creating Service Call for External Tech

Creating Service Call for External Tech

We cannot use TimeZest to schedule external techs or subcontractors. 
  1. Select ticket status “scheduled - external tech” or “scheduled – internal tech.”
  2. Change ticket “Due Date” to date of service call.
  3. In ticket, or from ticket board, create a new service call. For remote appointment, set the exact time. For on-site specify the midpoint of the time range in the service call start time. (For example, if arrival window is 1 to 2. Start time in service call entry should be 1:30.)
  4. End time: roughly estimate so it shows up in calendar. Ask tech to advise if necessary.
  5. If appropriate, choose the template called “Sched - Assigned to External Tech” and add the tech name on top line of the text that is added to Description field.
  6. Under Description, edit the text that indicates how long the job should go before the tech calls in to authorize more time. If not sure, ask Roberta.
  7. Scroll down to and click the + sign next to NOTIFICATION. Under “Other Email(s)” fill in the tech’s email address. (for external tech, use an email address they check regularly – not always nygeekgirls.com address. . WATCH FOR TYPOS.
  8. Under “Template” choose either REMOTE or ONSITE.
  9. Under “Additional Email Text” add any info that you want to appear at the top of the assignment email such as exceptions to the boilerplate info. This is a good place to add relevant background info from the account such as secure links to passwords, IP ADDRESSES, CONFIGURATION ITEMS, ETC. since it is the first item seen.
  10. When you save, the assignment notification will automatically go to the email address specified and to the ticket resource.

Appointments automatically sync to calendar of AT resource within several minutes. External tech MUST PROMPTLY (within a two hours at most) acknowledge receipt of assignment email. When this happens, add tech’s name next to calendar appointment so we know tech is all set. If this doesn’t happen we need to follow up with tech and get this resolved ASAP and definitely the same day.

If the client responds that the issue has disappeared and says they will let us know if it returns, make sure to delete the service call from the ticket and calendar and set the ticket status as “Waiting Customer” with a due date of one week. We cannot hold the service call but if the issue returns we can then make a new one. Let the customer know the service call has been cancelled and that we can reschedule if they need it.











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