TP Mobile - changing SO status

[morrisdb]

I have looked through the documentation, and I'm not sure if this is supported

Consider this scenario:

1. Client reports a problem, SO is opened (we use status of "Open")
2. Tech leaves office, starts travel timer. Dispatch board updates status to "Travel"
3. Tech arrives onsite, begins work timer. Travel timer stopped, time log created for travel, dispatch board updates to "Work in progress"
4. Tech realizes he doesn't have all the parts he needs and will need to order parts from head office, and return the next day. Tech does what work he can & updates the work performed.

Here's the issue - at this point we would like to be able to stop the work timer, and change the SO status to "Parts needed". Right now, for us stopping the work timer will change the SO status to "Work completed" - which would indicate a successful repair & client is operational - but this isn't the case in the above scenario.

Is there some functionality that I'm missing, or do I need to move this into the feature request forum?
Thanks

[ccsolutions]

I think you're dealing with a workflow process issue here and not functionality of Tigerpaw Mobile. At the time when the tech realises he needs the parts, he stops the current time entry using the stop button as below. (This is just a test so ignore the information as displayed)



He then enters in the information for the work completed to that point in time and makes a note about Parts Required, which takes him back to the Service Order screen.



Then he scrolls down and changes the SO status to something like "Parts Required". This will then run the internal workflow process for Parts to be ordered or added to the SO.



The Service Order is still "Open". The tech can then complete the task which will remove it from his agenda list. It would then be up to internal staff to order the parts and reschedule the tech. This functionality doesnt work well at the Tigerpaw Mobile end, though it can be done. The tech can always create a new task for the next day or following day if he knows that the parts will be in then or are available back at the office.

I hope that helps.

[rch1e]

I have a similar question assuming the tech cannot finish the job for whatever reason he needs to stop the work timer and travel back to base using the travel timer (I cant see a way of doing this) can he now at the end of his day pause the timers (after maybe inputting what he has done that day) and the next day start the travel timers / work timers again until he has finished the job which maybe over a period of days I also am finding our techs are having problems finding there way around the mobile app also on I have noticed it is possible to have multiple timers running for the same task and the same tech at the same time or am I missing something

[Tigerpaw Software]

Are you using the 2.0 mobile ? We have changed it so stopping the work timer will not update the status . you have to hit the complete button.
This also allows you to use the work timer multiple times.

[morrisdb]

@ CCS - Thanks very much for the detailed suggestions - I'm going to create a test SO then try what you've outlined.

[rch1e]

I don't see a reply to my query I have a similar question assuming the tech cannot finish the job for whatever reason he needs to stop the work timer and travel back to base using the travel timer (I cant see a way of doing this) can he now at the end of his day pause the timers (after maybe inputting what he has done that day) and the next day start the travel timers / work timers again until he has finished the job which maybe over a period of days I also am finding our techs are having problems finding there way around the mobile app also on I have noticed it is possible to have multiple timers running for the same task and the same tech at the same time or am I missing something I cannot stop the travel timer start work stop work restart the travel etc What is the sollution

[David Downie]

Multiple travel timers are on the top of my personal priority list as an enhancement to be bid on, but multiple work timers seemed to be the greater need.
The temporary solution is to do a manual time log for travel and/or expense from the Update Service Order screen.
Certainly not as easy as the timer, but it will capture the data you need.

[morrisdb]

After trying to use the timers, starting stopping etc, something screwed up and I started getting a 'view active timer' notification - but for some reason I could not do anything with them. It went away somehow, but now none of my new SO's have travel or work timers...help!

[Tony Mehner]

I would contact support regarding this issue. They will be able to resolve it.

[ccsolutions]

@rch1e

There is a solution. If the tech starts the work timer again to travel back to the office, when he arrives he stops the work timer, the window pops and he sets the time log reason in that box to "Travel".

Its not perfect but it is a working solution.

[lauraw]

@rch1e

There is a solution. If the tech starts the work timer again to travel back to the office, when he arrives he stops the work timer, the window pops and he sets the time log reason in that box to "Travel".

Its not perfect but it is a working solution.

We are just starting to implement TP mobile, and have run into the same situation where the tech can't seem to restart to the travel timer to go back to the office. Has that been resolved, or is the above comment still the best workaround?

[ccsolutions]

Hi Laura,

I can confirm that the workaround is still required in the 2.2 web version of Tigerpaw Mobile. The other issue you face with the work around is that it wont capture the mileage easily if you are using that as the travel time option. A little birdy told me that this is being added in the next release of Tigerpaw Mobile which I believe, but dont hold me to it, is due out prior to Christmas.

In saying that the 2.2 version is a more stable that the previous.