The Tech Help Problems area allows you to view and edit any open, denied, in progress, completed, hold or future order.

Search for an order:

You can search for an order by status, location, technician, month and year. Select from the drop downs and hit Show.  

Note: Open records ignore year criteria.  An advanced search feature is also available by clicking the Advanced Search link for more options.

Print multiple orders:

• Select the status, location, technician, month and year.
• Hit Show.
• Select the checkbox of the orders you'd like to print.
• Hit the Print button under Print Tech Help Requests.

Change Status:

You can change the status of orders all at one time.

• Select the status, location, technician, month and year.
• Hit Show.
• Select the checkbox of the orders to change.
• Choose the New Status under the Change Tech Help Requests area.
• Hit Change Status.
• Please note: the staff member will be notified via email when the status has been changed on the ticket.

Assign Tech Help Requests to Technicians en masse:

You can assign multiple orders to a technician.

• Select the status, location, technician, month and year.
• Hit Show.
• Select the checkbox of the orders, choose the technician under the Assign Tech Help Requests area.
• Select yes or no to email the technician. If you select Yes to email the technician, there will be a link in the email that takes the technician to the module to address the issue or respond.
• Enter in any Internal Comments the technician may need to be aware of. Please note that if you are assigning multiple problems/requests to a technician at once, any Internal Comments you enter will be added to ALL requests that are assigned.
  
• Update the status.
• Hit Assign.

Edit an order:

To view or edit an individual order, click on the details link. In this area, you can update the status, assign a priority level and technician as well as update the category, and attach up to 3 files and/or links. Comments for staff view or internal only can be added here also. Hit Save when finished.

Email Technicians:

You can select to email technicians on a work order as well as other people. Click on the 'click here to send additional emails link under Lead Technician in a work order. Multiple requests can be assigned to a technician and an email can be sent to the technician about the multiple requests.

Internal comments box - Given the Problems page has the ability to assign several requests at once, any comments entered in the internal comments box will be added to ALL requests that are assigned (as opposed to the internal box on the request details page).

To add hours to the order, click on the Hours tab. Enter in the time and whether it's regular or overtime. Hit Save.

To print the individual order, click on the Review or Worksheet tab.

Billing tab - You can add up to 4 descriptions, budget codes and amounts at a time. A new report has also been created called Billing by Location.

To delete an order, click on the Delete tab.