Equipment register with QR tags and service history
Register each customer unit, such as an AC, a DB panel, a UPS or a lift. Keep its tag number, make, model, serial, warranty end, criticality and photo. Its tickets build its service history, its QR tag opens the raise form, and a unit that keeps failing is flagged.
PLANSFrom Growth
The problem it solves
- Nobody can say what was done to this compressor last time, or by whom.
- The same chiller fails every two weeks and each ticket is treated as new.
- The customer says the unit is under warranty and you cannot check.
- A failure on a server-room AC waits in the queue like a broken chair.
How it works
- Open Helpdesk > Customers > Equipment and create a unit with its name, Customer, Site, Area and Equipment Type.
- Choose the Criticality: Low, Normal, High or Critical. New tickets on a High unit start at High priority, on a Critical unit at Urgent.
- Fill in Make, Model, Serial No., Capacity (such as 1.5 TR or 10 kVA), Installed On, Warranty Until and a photo.
- Save. The unit gets its Tag No., such as EQ00012, and its own QR code.
- The customer's people print the QR tag from the portal and stick it on the unit. Scanning it opens the raise form with the unit filled in.
- Every ticket on the unit appears in its Service History tab. When it has had 3 tickets in 30 days, new tickets are flagged Repeat fault.
Everything it does
Equipment fields
- Name, Tag No. (numbered by itself), Customer, Site, Area, Equipment Type
- Make, Model, Serial No., Capacity, Installed On, Warranty Until, notes and a photo
- Criticality: Low, Normal (the default), High, Critical
- Search by name, tag number or serial
- Filters: High / Critical and Under Warranty
- Service History tab and a ticket count
Equipment types
- Three come ready: Air Conditioner, Electrical Panel, Network Device
- Each type lists the kinds of issue offered for it, and can have a checklist
- When the type offers one kind the person may raise, the raise form from the unit picks it by itself
On tickets
- A ticket on a unit takes its customer, site and area
- Priority is raised by criticality unless someone set the priority
- A kind of issue can require equipment (Equipment Required, off to start with)
- Contracts can cover only some units; preventive maintenance plans work per unit or per type
- The ticket list search also finds the equipment name, on the web and the portal
Repeat faults
- A new ticket is flagged Repeat fault when the same unit had the set number of tickets within the set days. Without a unit, the same site and kind of issue count
- To start with: 3 tickets within 30 days. Set it under Settings, Helpdesk, Repeat fault; below 2 switches it off
- Merged duplicates are not counted
- The ticket shows: Repeat fault: this equipment or site had several tickets recently
QR tags
- Every unit and every site has its own random QR code
- The tag shows the customer's name, the QR code, the unit's name and Problem? Scan to raise a ticket
- Printed from the portal by the customer's people; the back office has no print button yet
Who uses it
Service ManagerBuilds the register, sets criticality and the repeat-fault numbers.
TechnicianScans the tag in the app to see the unit's details and its open tickets, and reads its history before a job.
Customer adminSees the organisation's units with warranty dates and history, prints QR tags and adds new units.
Customer memberRaises tickets from a unit's page or its tag; adds units if the organisation allows it.
Where you use it
- Web: Helpdesk > Customers > Equipment; Helpdesk > Configuration > Work and Skills > Equipment Types
- Customer portal: Sites and equipment, each unit's page with its Service history, Raise Ticket, Print QR Tag and Add equipment
- The SmartMy Desk app: scan a tag to see the unit and its open tickets, or to raise one. Built and in testing, not in the app stores yet
What you control
Settings
- Criticality: Normal to start with
- Repeat fault: 3 tickets within 30 days
- Members May Add Equipment: off for each customer
- Equipment Required on each kind of issue: off
Questions
Can the customer see the unit's full history?
Yes. The unit's page on the portal lists its tickets with date, number, title and status. People open only the tickets they are allowed to see.Do you remind us when a customer's warranty ends?
No. Warranty Until is kept on the unit and the Under Warranty filter finds the units still covered; there is no reminder for customer equipment.Does it read meters or running hours?
No. Units do not take readings by themselves; preventive maintenance runs on calendar intervals.Can customers add their own units?
Admins can, on the portal. Members can too if you tick Members May Add Equipment on the organisation.Can we import our equipment list?
Not yet. Importing equipment from a sheet is not offered.Related features
RAISING A TICKETScan a QR tag to raise a ticketEvery unit and every site has its own QR tag. A customer's person scans it with the phone's camera, signs in, and the raise form opens with the unit or site already filled in. In the SmartMy Desk app, requesters scan to fill the form and technicians scan to see what the unit is and its open tickets.CUSTOMERS, SITES AND EQUIPMENTCustomer sites with map position, access hours and areasKeep every building or branch of a customer as a site. Each has its address, map position, contact, access hours, gate notes, and the blocks, floors and rooms inside it. Tickets name the site and area, and technicians get directions and the access notes before they go.CONTRACTS AND MAINTENANCEPreventive maintenance raised ahead of the due datePlans on a contract raise maintenance tickets by themselves, a set number of days before each due date. A plan covers a type of equipment or listed units, every so many days, weeks or months. You choose one ticket per unit or one per site, and the plans stop at the contract's end.CONTRACTS AND MAINTENANCEAMC contracts and what they coverEach annual maintenance contract says which kinds of issue, sites and units it covers. It also says whether labour, parts, call-outs and after-hours work are free or billable. Every ticket is checked against it and marked Covered, Partly Covered or Billable. A team lead can override that with a reason.CUSTOMER PORTALSites, equipment and contracts on the portalYour customers see their sites with the equipment installed there, each unit's service history, and their contracts. A contract shows what is covered, the response times per priority, preventive maintenance, fees and prepaid hours left. Admins answer contract renewals online.WORKING A TICKETChecklists with readings and before and after photosEach kind of issue or type of equipment can carry a checklist: yes or no, numbers, readings with their unit, text and photos. It opens on the visit when the technician checks in, and required questions must be answered before the ticket can be solved.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.