ServiceDesk 4.8.131 Update 11/13/19

Why didn't we do this sooner?

It's terrifically important: specifically, to know how much your triage efforts are increasing first-call-completes.

Beyond that, what about ability to compare, between different triaging personnel, to see which persons are doing a more effective job, and which are less effective.

Honestly (and really), we should of had this long ago.

Well, we have it now.

It's an addition into the "Result on Dispatches Report," which can be accessed via the Reports form (F11), sub-category "Performance Techs" (it is then first option that is then offered). As you'll note by reviewing, that report has a whole series of metrics regarding outcome on dispatches, with various sections that tally according to each of your techs, each of your CSRs, warranty versus non-warranty, each of your HVCs, etc.

What we've done is to add a in new such section, this one focused on persons who've completed triage functions in your operation. In particular, it's persons who conducted triage in such manner as resulted in an entry into any JobRecord's narrative history such as this:

Based on that, the system now tallies for each such person that did this, in a section within the report that will look something like this:

We believe this should provide all you need for the sake of very great visibility regarding whose triaging is yielding great results, versus whose is not.

This one was also long past due.

There is a reason why our on-screen NARDA (used to formulate claims before transmitting them) has not previously had more than eight line items for listing parts.

It's because this form layout was originally designed to precisely mirror the paper NARDA. This facilitated being able to print from its setup directly to a paper NARDA, with all text fitting perfectly into spaces on the paper NARDA. Because the paper NARDA had a relatively small quantity of parts lines, our on-screen NARDA simply mirrored that.

Of course, it's now been a quite a long time since very many people found any need to print claim information onto a paper NARDA. Thus, we no longer really need to continue in obedience to the old constraint.

Recognizing this, we have now re-done ServiceDesk's on-screen NARDA. Now, instead of just eight line items for parts, it has fifteen: