Dispatch Status Codes

ADDLRESOUR - (Requires Follow-Up Visit)

A call that requires an escalation by either PPI or the client to proceed

Details

This call requires an escalation to proceed, either from PPI or the client to an outside party (a GC, an OEM, another MSP, etc)

Next Steps

Depending on the type of escalation required, either PPI or the client (or in some cases, both) will engage the appropriate outside party to determine the next steps. Once this is done, the call status will be updated as appropriate.

ADMIN - (Admin Tasks Required)

The work is completed, but administrative tasks must be completed before the call can be closed.

Details

All client facing work for this service call has been completed, but there are administrative tasks required by PPI before it can be closed and billed.

Next Steps

PPI will continue to complete the administrative tasks required to close the call, and update the client and the Call Status as needed, until the call can be closed.

COMPLETE - (Closed)

This call is closed.

Details

This service call has been closed. This does not always mean the underlying issue was solved. A review of the Solution Code and final notes from the CSR and any dispatched Technicians can provide more information.

Next Steps

If this call needs to be merged or transferred for further work, the CSR will communicate with the client. Otherwise, this issue will be closed, and there are no next steps.

CLOSED - (Closed)

This call is closed.

Details

This service call has been closed. This does not always mean the underlying issue was solved. A review of the Solution Code and final notes from the CSR and any dispatched Technicians can provide more information.

Next Steps

If this call needs to be merged or transferred for further work, the CSR will communicate with the client. Otherwise, this issue will be closed, and there are no next steps.

CRDT APPR - (Credit Approval Required)

Details

DISPATCHED - (Tech Assigned)

A Technician has been assigned

Details

This call has a scheduled service appointment confirmed with both the client and PPI, and a technician or technicians assigned.

Next Steps

The assigned technician will complete the scheduled service appointment, then create an End Of Day report, and change the status as appropriate.

MANAGED - (Managed Services)

Part of a Managed Services agreement

Details

This service call is part of a Managed Services contract.

Next Steps

N/A

OPEN - (New)

A ticket opened by a PPI CSR

Details

This ticket was opened by a PPI employee and has not yet been checked for remote service options. There is an assigned CSR. It may move immediately to CLOSED status if PPI Service is able to identify and resolve the problem remotely.

Next Steps

A NOC analyst will review, attempt to solve the issue remotely, and schedule a service visit if it is required.

ORDER PART - (Parts/Materials Ordered)

A call that requires parts to be ordered to proceed

Details

This call requires equipment to be purchased: this status means that the client has authorized the purchase, but it has not yet been placed.

Next Steps

PPI will place the equipment order, then update the call status as appropriate.

PENDAUTH - (Pending Customer Approval)

Client authorization is required before work can proceed.

Details

There is work that must be explicitly authorized by the client, in writing, before the call can proceed. Typically this status means there is a quote for equipment purchase and/or labor authorization that needs to be approved before PPI can purchase the equipment and/or engage the needed labor. This can also mean that a service authorization form needs to be signed before PPI can schedule work in spaces that are not covered by an active service contract.

Next Steps

The client needs to review and approve or reject the proposed work order.

PENDCUST - (Pending Customer Direction)

Awaiting response from client

Details

This call requires a response from the client before it can proceed. This typically means the PPI NOC has sent an email to the client, either for remote troubleshooting assistance or scheduling confirmation, and is waiting for a response before the call can be moved into a more actionable status. This can also mean that the client, or one of their contractors, needs to complete some work before the call can proceed.

Next Steps

PPI will follow up with the client until this status can be resolved.

PORTAL - (New)

A ticket opened by Vantage Portal

Details

This ticket was received from the Vantage Portal and has not yet been checked for remote service options. There is no CSR assigned yet. It may move immediately to CLOSED status if the NOC Analyst is able to identify and resolve the problem remotely.

Next Steps

A NOC analyst will review, attempt to solve the issue remotely, and schedule a service visit if it is required.

QUOTE REQ - (Parts/Services to be Quoted)

The client needs to review a quote before the call can proceed

Details

The client needs to review a quote for work - additional labor, or parts, or both - before the call can proceed. This status means the client has formally requested a quote and PPI has not yet presented it for review.

Next Steps

PPI will create the quote and update the client, and the call status, when it is complete.

RMA - (Manufacturer Replace/Repair)

A call that requires an RMA to be completed

Details

This call requires an RMA (Return Merchandise Authorization) to repair some equipment before it can proceed.

Next Steps

PPI will follow up with the equipment manufacturer to complete the RMA and re-install the repaired parts as soon as possible.

RMA PROCES - (RMA in Process)

Details

This call has an RMA that is in process

Next Steps

PPI will follow up with the equipment manufacturer to complete the RMA and re-install the repaired parts as soon as possible.

RMA START - (RMA Started)

Details

This call requires an RMA

Next Steps

PPI will follow up with the equipment manufacturer to complete the RMA and re-install the repaired parts as soon as possible.

SCHEDULED - (Scheduled)

Service is scheduled

Details

This call has a scheduled service appointment confirmed with both the client and PPI.

Next Steps

The assigned technician will complete the scheduled service appointment, then create an End Of Day report, and change the status as appropriate.

SUBCONTRAC - (Subcontractor Required)

A call that requires subcontracted services to proceed

Details

This call requires subcontracted services. PPI or the client are awaiting quotes from a subcontractor to proceed.

Next Steps

Depending on the type of escalation required, either PPI or the client (or in some cases, both) will engage the appropriate outside party to determine the next steps. Once this is done, the call status will be updated as appropriate.

TECH DONE - (Tech Done)

The technician has completed a visit and entered an End Of Day report

Details

A Service Technician or Engineer has completed a scheduled service appointment and written an end of day report. The CSR will now review the report and current status of the call, and provide an update to the client.

Next Steps

The CSR will follow up with the client to communicate the next steps.

TO SCHEDUL - (Pending Scheduling)

A service appointment will be required, but is not yet scheduled.

Details

This call requires a scheduled service appointment. This can be either an in person visit from a Service Technician or a remote appointment with a Service Engineer. Typically this status means that Service is reviewing the resources we believe will be required for the service visit, including Technician and Engineer schedules, before contacting the client for their availability.

Next Steps

A PPI employee will contact the client to schedule a service visit.

WAIT PARTS - (Manufacturer Replace/Repair)

A call that is waiting for delivery of ordered parts to proceed

Details

This call requires equipment to be purchased: this status means that the order has been placed, and PPI is waiting for delivery.

Next Steps

Once the ordered parts have arrived, PPI will contact the client to schedule a service appointment and install the parts. The call status will then be updated as appropriate.