Support status: What is it and how to use

When a technician requests help through a support workflow from their internal support team or XOi's Virtual Mentor Center* a status can be added to the job. The support team can update the status as needed. 

A support workflow is a workflow designated for the support team to field requests. Turn on Enable Support Status on the workflow you would like to designate as a support workflow and the support status will appear on any job with this workflow attached. Admins are the only role that can enable the support status. 

Once set up you will begin to see the statuses on jobs in XOi Vision Web when the workflow is added to a job. By default, the status will be New. 

It is suggested that you set up notification contacts for the workflow so the support team can be emailed immediately once the workflow is finished by the technician.

As support works through the request they can update the status. If using internal support they will need to have the role of either Job/User Editor or Job Editor. 

To do this go to either Completed Jobs or Incomplete Jobs, under Job Activity, and search for the job.

You can use the status to search for the job in the Show More Options section. 

 

Select the job title.

Scroll down to the workflow. 

Click on the status dropdown and choose from the list.

 

Once a status is changed the Support Agent field will auto-fill with the email of the support agent that changed the status. 

Note: Setting the status to Resolved will not finish the job. If editing an Incomplete Job the support agent can either complete the job or the technician can. 

Additional Information 

*The Virtual Mentor Center is an add-on feature. Please speak to your Customer Success Manager to learn more. 

Learn how to create a workflow here: Getting Started: How to build a Workflow