Fault report can be found under the menu Execute and on a Service object, at the bottom, after the Add button.
A customer user can also add Fault report, if you have set that permission. Read more here.
You can sort the list of fault reports and choose which headings (categories) you want to see in the list.
To create an fault report:
Option 1:
- Go to Execute > Fault Report
- Click the + sign.
Option 2:
- Go to Service > Service object.
- Find the service object the fault report applies to.
The rest applies to both options. But in alternative 2, you get information about the service object automatically in the fault report.
- Fill in the details.
If necessary, upload a photo of the facility / fault or other documentation that facilitates the assessment of the fault. - In the Comment field you add comments concerning the fault report. The comments are not shown to the customer.
Good to know: If you use a mobile phone to take photos as attached documents, the photo will be sent directly to the order. They are not saved automatically on your mobile.
- Save the fault report.
Now you can (depending on your user permissions)
Alt 1. Assign
Assign and Assign a Resource Fault Report. A notification (e-mail or text message) then goes to the assigned technician / resource that a fault report is awaiting action.
Alt 2. Create work order
Click on Generate a work order.
The fault report then will become the basis for a new Work-order.
On the work order you will find a link to the fault report.
Alt 3. Create sales order
Click Generate sales order and a sales order is created with the information from the fault report.
Let your customers enter fault reports
You can give the customer the permission to enter fault reports directly into the system. Then the customer can follow what happens with the fault report – both the current and any previous one. Read more about how to create accounts for customers.
Information to administrators
Log in with your admin account.
Under Group settings you will find Edit fault report settings.
Here you can set:
- Time to Reminder (Hours)
Specify the time period for when the fault report reminder will be sent to the assigned technician. - Create custom status fields specifically tailored for your company’s/group’s needs. The fields are free text fields and you can create as many statuses as needed.
About Custom status
If the custom status selected matches a work order’s custom status when the work order is generated, this status will be set automatically.
In the picture above you see, for example, status: “Urgent”. If “Urgent” is also available as an option in the work order’s custom status, it will be added to the work order automatically.
User permissions concerning Fault Report
View, Create, Edit, Delete, Convert to Work Order, Remove Uploaded Files
Integrate fault reporting on your own web site
Option 1 – FaultReport integration:
- Contact us to get documentation.
- Sign in with your admin account.
- Go to Group settings.
- Click Add Integration (bottom of page).
- Select FaultReport. Fill in the key provided by us.
Option 2 – add a link on your website:
It is, of course, also possible to simply link to Serviceprotocol.com to sign in here. If you want your logo on the sign in page, read how to do here.
This is what it looks like, for example, on the company Aveios sign in box.