Service Issues

In this article, we show you how to initiate, manage and close a Service Issue Alert for a specific asset.

In this article

Overall Layout

The ability to create a new Service Issue Alert lies within each, specific asset. As you can see below, for each asset you have the ability to create a new Service Issue Alert, as well as maintain a list of Alerts that may have been previously created.

For each Alert, you can see:

  • The automatically assigned ID (e.g. "13")
  • The open/closed status
  • The start (initially created) and end (asset is marked as "In Use") times
  • The Supplier
  • Which user within your organization is managing the Service Issue Alert with the Supplier

Create New Service Issue Alert

To create a new Service Issue Alert, click the orange button "New Service Issue Alert" (see above).

After that, you'll see a popup, just like below.

At the top, the asset ID and the model name are indicated.

The main parts of a Service Issue Alert include:

  • Operational Status: select from "In Use" as well as several "Down" options
  • "Describe the Issue / Comments": note here anything about the issue you want to share with the Supplier
  • "Whom would you like to alert?": depending on your organizational policy, you may want to directly notify the Supplier or notify the Request Builder, which is the IronUp role that may manage the Supplier exclusively

To change the operational status from "In Use", select the field and select one of the two options.

Select the down option that best represents your request to the Supplier.

Next, select whom you would like to alert: the Supplier or the Request Builder.

Based on your selection above, IronUp will share whom they will alert. 

For either option, an email and SMS notification will be sent to alert the contact.

Beyond the primary service contact, you have the ability to notify other people within your organization:

  • The first option is the Request Builder of this Request. Note - this may be you. If so, ignore this option.
  • The second option may be the Project Leader, if assigned. 

The email sent is a general notification of the issue and alerts them to monitor it further from within IronUp.

Additionally, you can send a copy of the email to yourself if you'd like additional confirmation.

Below is what you will see if you had selected "Request Builder" as the alert option. In general, it's the same functionality, but the alert stays within your organization and the responsibility for managing the Service Issue Alert is instead assigned to the Request Builder (the person who created this Request and manage its sourcing with the Supplier, directly).

Managing an Existing Service Issue Alert

Once you have created a Service Issue Alert, upon clicking on a Service Issue ID in the list of alerts, you will see the popup, below.

In this interface you have the ability to:

  • Change the operational status
  • Add notes for documentation of the issue and protection against future billing disputes

Note - when the operational status is changed to "In Use", the alert is marked as closed and no further work is needed.

In the right corner of every Service Issue Alert, you will see the Supplier's name, the name of the Supplier contact associated with this asset, and a mobile phone number for that contact.

Clicking on the messages icon will start or continue a conversation with the supplier contact.

Adding Messages

At any time, you can add a shared note to this service request as a message. This message will be visible to you, your supplier contact, and anyone else in your organization who is looking at this service issue. It's a great way to keep everyone involved with the service issue on the same page. 

The Details section of the Service Issue Alert contains all of the information from the initial service request.

List of Service Issue Alerts

Although it hopefully isn't a common occurrence, if there are multiple service issues for a single asset, they'll appear here in the Service Issues tab.

Any currently open Service Issues are highlighted in red for increased visibility. Clicking on the Service Issue Alert # on the left will open the Service Issues Details window.

Excellent! You've made your way successfully through Service Issues, the first step in Asset Details. Next, check out the Insights tab, where you will get access to cost trends and overhours forecasting.

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