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Changing Operator Status

Last updated: Thu, 09 Nov 2017 04:34:40 GMT
iOFFICE Knowledge Center

Changing Operator Status

The operator status is used to track the ticket from the initial request to completion, and the operator can use different statuses to communicate with the requester. Additionally, notifications can be sent to the requester based on various status updates if notifications are enabled for your site, increasing the importance of maintaining an accurate ticket status. We recommend that operators are trained to update the status of tickets regularly to accurately reflect the progress of each request.

Furthermore, the status can be used to track performance metrics and the time spent on each request in the Insights module. 

Refer to the following sections for information on updating operator statuses on service requests.

Assign an Operator to the Ticket

To assign an operator to a ticket, first access the Service Request Detail screen. In the Assignments section on this screen, click the Assign Operator button. The Select an Operator window displays, where you can search for and select an operator to assign to the ticket. When an operator is selected from the list, the operator is added to the ticket immediately.
 

Add new operator - Service Request module.gif

Accepting or Rejecting a Request

Once an operator is assigned to the ticket, the operator can accept or reject the assignment. To accept the assignment, the operator clicks the Accept button in the Assignments section. Once the request is accepted, the ticket status is updated to Waiting. Additionally, the Status Bar displayed at the top of the Service Request Detail screen is updated to reflect the progress on the ticket.
 

Accept Request - Service Request module.gif
 

Alternatively, the operator can reject the assignment by clicking the Reject button. The operator is removed from the ticket and the status is updated accordingly.

Note: Service request preferences can be defined to automatically accept tickets for operators. If the auto-accept feature is enabled, operators are not allowed to reject requests and do not need to accept requests manually. 

Starting Work on a Request

When an operator is ready to begin working on a request, the operator or dispatcher can access the ticket and click the Start button associated with the operator in the Assignments section.

Start request - Service Request.gif
 

The ticket status is updated to In Progress, and the new status displays in the Assignments section. Additionally, the Status Bar displayed at the top of the Service Request Detail screen is updated to reflect the progress on the ticket.

Placing a Request on Hold

If the operator accepts work on a ticket but is prevented from completing the ticket, the operator can place the ticket on hold. For example, if the operator is waiting on a part that is not in inventory, the operator can click the Hold button in the Assignments section to place the ticket on hold.
 

Place request hold - Service Request.gif
 

The ticket status is updated to On Hold, and the new status displays in the Assignments section. Additionally, the Status Bar displayed at the top of the Service Request Detail screen is updated to reflect the progress on the ticket.

When the part arrives, the operator can resume work on the ticket by clicking the Continue button. The ticket is reassigned to the operator, and the operator can begin work on the ticket.

Completing Work on a Request

When the operator is finished with the request, the operator or dispatcher can re-access the ticket on the Service Request Detail screen and click the Complete button. The Resolution window displays, where a resolution statement can be entered for the ticket. Enter the resolution statement and click the Complete button on this window to complete the ticket.
 

Complete Request - Service Request.gif
 

The ticket status is updated to Complete, and the Service Request Queue screen displays automatically, allowing you to proceed to the next ticket. 

Note: If more than one operator is required to complete the ticket, the ticket status is marked as Complete when the final required operator is marked as Complete.

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