Service event management for external customers
Introduction
The document describes the management of service requests in the context of many external customers. This case concerns a company that uses this solution to carry out repair/service work for external customers (many). By means of configuration, the system allows you to enable additional mechanisms and functions, such as extended service request data, service protocols and functions that improve access to this data via the Customer Portal.
Configuration of the use of additional customer data
The AMAGE system, after being launched in the service support mode for many customers, changes some of the functionality of service requests. Service requests receive additional fields and the functionality of the Customer Portal is extended. This tutorial highlights these differences and where they are located.
| This functionality is activated when selecting the function of the AMAGE/AMAGE24 system and cannot be changed by users. In order to activate it, please contact AMAGE support. |
Interface changes
The main interface and service request functions remain the same. To learn more about them, check out other tutorials and the main application documentation.
Creating a ticket
The editor of service requests is extended with additional fields. When creating a request, in addition to the standard fields defining the features of the request, an additional tab appears that allows you to enter customer data.
The general data does not differ from the standard version of service requests (for one organization).
On the other hand, customer data allows you to enter detailed information regarding:
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public event - if enabled, it will be visible to the customer through the Customer Portal
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Customer data - company, applicant and representative (person responsible for approving e.g. valuation)
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Counter - we can specify the protocol counter
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Event source - where the report comes from
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Dates received/expected repair
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Contract/service agreement number (from the contracts module)
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and data identifying the request in internal and client systems
This data allows you to determine the main parameters of the service event.
Service event reports - additional fields
Service report fields and their possible use are described in the Reports API documentation. Refer to this documentation for more details.
Additional features - service protocols
One of the additional functions is the ability to register service protocols. In the case of service work for external customers, it is required to have a detailed record of the work performed, replaced elements and settlements of such activities. The extension of service requests with service protocols enables such operations.
After enabling this function, an additional tab appears in each service request that allows you to add any number of service reports to a given event (e.g. several trips required or carrying out local and on-site work at the Customer’s site).
Adding a protocol allows you to enter a lot of detailed information about the work being carried out.
The list of protocols for each request allows you to see their status and the financial analysis of the implementation of the request.
The basic report for the service report contains all the necessary information about the customer, work performed, people involved, parts replaced and other operations/information.
Additional features - customer portal
Service requests marked as publicly available are made available to a given customer via the Customer Portal. Refer to the Portals documentation in the main section of the Help Portal for more information about this functionality.
| The Howto is based on system version 1.17.0.2 (03.2022) and presents features that may not be available in your system. Ask AMAGE about making this functionality available. |
| Due to ongoing development of the system, some screens or configuration files may look slightly different, but will still retain the full functionality described here. This does not affect the core functionality described in this document. |