Repair Ticket Workflow

Here is a visual diagram that shows all of the different paths a ticket can take from start to completion:

 

 

Walk-in Repair

  1. Customer walks into location
  2. Sales rep
    1. create new ticket:
    2. lookup existing or add new customer
    3. lookup existing or add new repair device
    4. provide initial diagnostics information
    5. optional: set expected delivery date/time and not to exceed dollar amount
    6. optional: add ticket items (parts, labor, merchandise)
    7. advance ticket status one of the following:
      1. repair queue
      2. in diagnosis
      3. on hold - if a ticket item is backordered
    8. print ticket for customer and/or back office paper trail
  3. Technician
    1. track tickets in repair queue or in diagnosis
    2. view / edit ticket details
    3. perform the repair
    4. optional: add notes to ticket
    5. optional: add ticket items (parts, labor, merchandise)
    6. advance ticket status one of the following:
      1. regress ticket to pending approval queue (for customer/manager approval)
      2. advance ticket to pending notification queue
      3. on hold - if a ticket item is backordered
  4. Customer is automatically notified via text/email that their device is ready for pickup. If unable to notify the customer, the ticket remains in pending status for the following:
    1. Sales rep or manager
      1. track pending notification queue
      2. manually contact customer
      3. advance ticket to ready for pickup queue
  5. Customer returns to pick up repaired device at pickup location
  6. Sales rep
    1. lookup customer / ticket
    2. view / edit ticket
    3. optionally add notes to ticket
    4. optionally add ticket items (parts, labor, merchandise)
    5. collect / record payment
    6. close ticket
Other step-by-step use cases soon...

 

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