Repair statuses

Every repair has a status (accepted, diagnosing, waiting for the customer, repaired, …). Statuses drive the repair list's tabs and filters, and each status can send the customer an SMS or an email when a repair reaches it. To add or change statuses, open Repairs → Statuses.

1  Create a new one

Opens the empty status dialog (below).

2  Collapse statuses

Switches the list into ordering mode: drag the rows to set the order in which statuses appear in the status picker on a repair. Click it again to return to the normal list.

3  Section title (tab)

The tab this status belongs to on the active repairs screen, for example Registration, Waiting or Completed. Statuses without a section show in the main list only.

4  Name Lt

The status name in the default language. Names in other languages are set in the dialog.

5  Actions

The pencil edits the status; the bin deletes it. A status that repairs still use cannot be deleted — mark it inactive instead.

The status dialog

1  Active

Untick to hide the status from the picker without losing the history of repairs that had it.

2  Name Lt / Name En / Name Ru

The status name per interface language. The customer-facing texts (SMS, email) use the language of the repair's customer.

3  Color

The badge colour shown in the repair list and on the repair card. Pick distinct colours for the statuses staff look for most (waiting for parts, ready for pickup).

4  Section title (tab)

Pick an existing section or click Add a new one to create a tab. Sections group statuses on the active repairs screen so a technician can open, for example, only Waiting repairs.

5  SMS sending and SMS text

Set SMS sending to send a message automatically when a repair gets this status, and write the message in SMS text. A typical use is the Repaired status: "Your device is ready for pickup". Sending requires the SMS module to be configured under Helpdesk → SMS.

6  email sending a letter and email mail template

The same for email: switch sending on and choose the template (for example the service contract template on acceptance). Templates are managed under Documents → Email templates.

7  Highlight in the list and the other flags

• Highlight in the list — repairs in this status stand out in the repair list.
• Show to everyone responsible — the repair is visible to all assigned technicians, not only the current one.
• Display pending payment — the repair shows a payment-due marker, for statuses such as Repaired where the customer still has to pay.

8  Save

Saves the status. Changes apply immediately to the repair list and the status picker.

Related

• Automated workflows — for actions beyond SMS and email on a status change
• Email templates