Collaboration Checklist

Working closely with the service team ensures repairs stay on schedule and expectations are aligned. Follow this checklist to keep everyone informed.

Before Submitting a Request#

• Gather serial numbers, purchase orders, and warranty details so technicians can validate eligibility quickly.
• Photograph the issue, error screens, or installation environment. Clear visuals reduce the need for repeat site visits.
• Note any access restrictions—gated facilities, safety inductions, or preferred arrival times.

After the Order is Created#

• Assign an internal coordinator who will respond to technician questions. Add them as a portal user if they need direct access.
• Watch for the confirmation email that includes the order number and a link to the detail page.
• If the issue could escalate production downtime, set the priority to Urgent and explain the business impact in the notes.

During the Repair#

• Respond to recommendations or approval requests within one business day. Use the Respond button so the decision is tracked in the timeline.
• Upload delivery receipts or packing slips when parts are delivered to your site. This helps technicians plan the follow-up visit.
• Keep the status of your own operations up to date. If the asset is back online temporarily, add a note so the service team understands the urgency.

When Work is Complete#

• Review the final notes and labour log. If something looks unfamiliar, ask for clarification before collecting the equipment.
• Download invoices and receipts for your records. Share them with finance or purchasing as needed.
• Close the loop by leaving feedback in the final note. Positive confirmation helps technicians know the issue is fully resolved.

Managing Approvals#

• Delegate approval rights within your organisation so decisions are made even when a primary contact is out of office.
• Use the optional comment field to capture purchase order numbers or cost centre references when you approve an estimate.
• Decline requests with actionable feedback—include the reason and whether the job should remain open or be cancelled.

Handling Emergencies#

• For situations impacting safety or critical infrastructure, call the emergency support line listed in your welcome email.
• Create an accompanying portal note summarising the phone call so the wider team has written context.
• After the issue stabilises, update the order priority and include any new constraints discovered during the response.

By following this checklist, both your organisation and the technician team maintain a shared understanding of the work, resulting in faster turnarounds and fewer surprises.