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Managing Support Categories & Support Items

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Support Category and Support Item records can be configured to help guide the scheduling process when using the Work Order Management feature.

DEMO VIDEO

SUPPORT CATEGORY

From a Support Category record you have the following configuration options:

  • Set the Support Category to be Active in Work Order Management.

  • Apply a Friendly Name which will appear when selecting the Support Category in Work Order Management.

Based on your specified configuration, you will see the relevant options in Work Order Management.

SUPPORT ITEM

Support Item Records are configured to help further guide the scheduling process in Work Order Management.

  • Support Items are assigned to a Support Category to define a dependency when selecting a Support Category in Work Order Management.

  • Support Items are assigned to Products to enable the filtering capability when selecting Support Items in Work Order Management.

The configuration on a Support Item Record helps to facilitate the behaviour of the Support Item in Work Order Management.

  • Ratio - when Ratio = TRUE on the Support Item, the logic knows to show a Ratio field which allows the user to enter the number of required Service Resources in Work Order Management.

  • Intensity - when Intensity = TRUE on the Support Item, the logic knows to show an Intensity field which allows the user to filter for Standard or High Intensity services in Work Order Management.

  • Sleepover - when Sleepover = TRUE on the Support Item, the logic knows to show a Sleepover field which allows the user to select that the service involves a Sleepover in Work Order Management.

  • Day/Time - when Day/Time = TRUE on the Support Item, then the logic knows to apply filtering based on the Start Time, End Time and Days of the Week which are specified when scheduling Service Appointments in Work Order Management.

  • TTP - aligns with the TTP field on the Service Agreement. When TTP = TRUE on the Support Item, then the logic knows to look at the Service Agreement to filter options.

    • When TTP = Yes on Service Agreement, then only Support Items with TTP will be available for selection.

    • When TTP = No on Service Agreement, then only Support Items without TTP will be available for selection.

Selecting a Support Item in Work Order Management.

The selected Support Item will open related fields if they're configured to appear for the Support Item.

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