Case Process Improvements, July 26, 2018

We recently made changes to how you review cases as a fleet user and how you search and update cases as a service provider.

These changes streamline the review process and improve the check-in process.

What’s New

• Billing Customer Added to Cases Screen
• ETR Now Editable from Cases Screen
• Search by Repair Order Now Returns Case List
• Check-In Action No Longer Submits an Estimate for Approval

 

Billing Customer Added to Cases Screen

All users can now view the Billing Customer for a case as a separate column on the Cases screen.

To do so, you need to add the new Billing Customer column to your case view.

The Billing Customer column is a new option with this release. You can sort and filter your cases by this column, but you cannot edit the Billing Customer after a case is created.

See also: Customize the Cases Screen

 

ETR Now Editable from Cases Screen

Service providers can now edit the ETR for a case from the Cases screen.

To do so, make sure you’ve added the ETR column to your case view.

Once added, the ETR column displays an Edit option for each field. Click it to edit the ETR and save your changes to the case.

Any changes will also appear on the Editing Case screen and update for other users when they refresh their screen.

See also: Customize the Cases Screen

 

Search by Repair Order Now Returns Case List

When you search for cases by repair order number, the system now returns a list of all cases with a matching repair order number instead of taking you directly to a case.

The list of matching cases includes information such as case ID, dealer, asset, and repair status. Some of this information you can sort by, and then you can click the case ID to view it.

 

Check-In Action No Longer Submits an Estimate for Approval

Previously, when a service provider clicked Check-In for a case, the system:

• captured the asset check-in information
• set the repair status to Checked-In
• added this info as a public note to the case
• posted an estimate to the case for the provider and fleet
• submitted the estimate to the fleet for approval

Now, if you click Check-In for a case, the system:

• no longer posts an estimate to the fleet
• no longer submits the estimate to the fleet for approval

The rest of the process remains the same.

Sending the estimate to the fleet at check-in caused confusion if the case needed further evaluation after check-in, because it sent incomplete estimates out for approval. Now providers can check-in an asset, finish their evaluation, and then submit the estimate for approval.

To submit an estimate for approval, you need to click Request Approval on the Editing Case screen.

See also: Quick Actions for Cases

 

Affected Users

All Case users

 

Providing Feedback or Requesting Support

If you have any questions or feedback related to these improvements or have any other questions, please contact Support at support@decisiv.com.