Customer Services - Original [DEPRECATED]

Intro

The Customer Services functionality on the web allows you to create, view, and edit an Enquiry.

Search Enquiry

You can search for an Enquiry to view/edit its details.

You can perform search in the search box. You need to enter one or more of the following search criteria: Enquiry number, Enquiry location, Enquiry description, Action Officer, Customer name, Customer reference, Customer email Address, Subject name, Service type, Site name, Feature Type, Town or External System reference number.

If you want to search using multiple criteria, include a <space> between the criteria.

If you want to search for an exact match, enter the search criteria in quotes <"">.

The list of enquiries matching the search criteria will be displayed below the search box. The list displays up to latest 100 edited/updated Enquiries that match the search criteria. The list includes Customer as well as Officer Enquiries.

An enquiry in the list has following information:

View Enquiry

You can view the details of an Enquiry in the list by clicking it.

Any field with the icon can be displayed in a pop-up with a bigger text area, allowing you to view longer text without having to scroll within the field. Click on the icon to see the pop-up.

Map

The map displays the location of the current Enquiry, plus any Features, Jobs, and Defects linked to the Enquiry.

To hide/show nearby Enquires, Jobs, or Defects, click the layer control button on the map.

• Nearby Enquiries will be shown if they have the same Subject as the current Enquiry.
• Nearby Jobs will be displayed if any activity was performed on them in the last 30 days or they are scheduled to start in next 30 days. For Contractor users, the Job must also be at a Job Status with the 'Available to Contractor' flag ticked.
• Nearby Defects will be displayed if they are not superseded, and are not set to 'No Action Required'.

The following icons are used to show nearby Enquiries, Jobs, and Defects:

Clicking on any item on the map will display an info pop-up.

The info pop-up displays the following details for Enquiry: Enquiry number, status, description (or subject if description not available), location (or site if location not available), logged date.

For Jobs, the info pop-up displays the Job number, Job Type, current status, target/actual completion date.

For Defects, the info pop-up display the Defect number, Defect Type, and the Defect creation date.

If more than one entity is at same location, a cluster is displayed in that location, with the count of overlapping entities. If the cluster has Enquiry in it, its border will have the same colour as that of Enquiry.

Map - Create Enquiry

When creating an Enquiry, the Map allows an Enquiry to be located. Selecting a Site will focus the map on the location of Site and all eligible features near the location of Site will be displayed. The symbols of features will be displayed as defined in Web Map Settings screen.

If Subject and Site are selected, any nearby Enquires created or updated in last six months and with the same Subject as selected will be displayed on the map.

If more than one entity is at same location, a cluster is displayed in that location, with the count of overlapping entities. The cluster border will have the same colour as that of nearby Enquiry.

Map - Locating an Enquiry

The Enquiry can be located using the map. Click the location of the Enquiry and select 'Locate Enquiry' from the pop-up.

Alternatively, the Enquiry can be linked to a Feature. Click the Feature's icon on the map and select 'Link Feature' from the pop-up.

Before saving the Enquiry, the Feature can be unlinked, the Enquiry relocated or the Enquiry linked to a different Feature. To unlink, click the Feature's icon on the map and select 'Unlink Feature' from the pop-up.

Map - Adding a Customer to an existing Enquiry

When creating an Enquiry, you can view the details of a nearby Enquiry by clicking it on the map. An info bubble is displayed with information of the nearby Enquiry: Enquiry number, status, description (or subject if description not available), location (or site if the location is not available), logged date and 'Add Customer' link.

You can add a Customer to this nearby Enquiry by clicking the 'Add Customer' link in the info bubble. You will be redirected to that Enquiry, with a Customer section added.

You can view more details of nearby Enquiry in a pop-up by clicking the Enquiry number in the info bubble. You can add a Customer to this nearby enquiry by clicking the 'Add Customer' button.

Documents

This panel displays the Documents attached to an Enquiry. Clicking on a Document link opens the full view of the attachment in a new pop-up window. The opened Document can be downloaded to browser's default download location or to a specific path by clicking on download button.

Add Document

When creating or editing an Enquiry, it is possible to add a Document to an Enquiry to record any additional information coming via attachments. Use the Browse button to browse to any accessible location.

Delete Document

When editing an Enquiry, it is possible to delete an existing Document from an Enquiry, through the Document review pop-up.

The actual Document will be deleted if Document Store is set to 'Folder'.

Deleting Customer details

To delete a Customer's details from an Enquiry, Edit the Enquiry and click on the 'Make Anonymous' button in the Customer section.

Clicking on 'Make Anonymous' button will clear all details of a customer or contact in an existing Enquiry. It will replace the customer surname or the contact name with the date the details were cleared and the user who cleared them.

Clear Links Action Button

Allows all Jobs and Features to be unlinked from the current Enquiry.

Create Job Action Button

Allows the creation of a Job which will be linked to the current Enquiry. The first linked Job will become the Primary Job.

The Create Job button will only be available if the 'Works' check-box is ticked on the Enquiry Subject.

If the Enquiry Subject is configured with default Job properties (see the 'Job' button on the Enquiry Subject lookup) these will be used to populate the fields when creating the new Job.

Create Defect Action Button

Allows the creation of a Defect which will be linked to the current Enquiry. The first Defect is linked to the Enquiry, subsequent Defects are not linked.

The Create Defect button will only be shown if 'Defect' check-box is ticked on the Enquiry Subject.

Linking an existing Job to an Enquiry

When linking an Enquiry to an existing Job, if the Job is at a Status with a linked Enquiry Status, the Status of the current Enquiry will be updated to match. If both the Enquiry Status is updated and the Enquiry is also linked to a Job at a Status with a linked Enquiry Status before saving, the Enquiry Status change will be applied first, and then the Job Status link will be applied after.